Useful information about courier pick-up and parcel tracking

Book courier services and track your order

Eurosender makes shipping easy and affordable for you. Check our general guidelines below to understand how the shipping process works. Learn about parcel pick-up and tracking so that you can be fully prepared for your shipment. Once your parcel is in transit, have complete peace of mind knowing that you can count on support from the Eurosender team during the whole delivery process.

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THINGS TO CONSIDER

What to bear in mind when booking courier services

If you plan to leave the pick-up address, it is important not to schedule the collection one day prior to your departure. Schedule the pick-up at least two working days in advance to allow for unforeseen delays.

Make sure that the pick-up location is easily accessible for the courier van. Provide complete address details, including the name on the doorbell and, if there is a barrier gate, an access code.

If your parcel is not picked up on the chosen date, check the tracking status for information about the delay. Contact the Eurosender customer support team for further assistance.

Delivery delays can occur due to external factors such as weather and traffic conditions. If you are experiencing a longer delay with the delivery of your parcel, please contact us.

PICK-UP

Standard pick-up information

The pick-up and shipping process may vary depending on the route and courier service. Below we answer the most commonly asked questions about what to expect for the pick-up:

What are the pick-up and delivery times?
In most cases, collections and deliveries are scheduled from Monday-Friday between 9am and 6pm local time. During peak seasons or adverse driving conditions, the courier may arrive before or after this timeframe.
What is the earliest possible pick-up date?
The earliest possible pick-up date for Standard orders is the next business day. Orders have to be paid by midday for next-day pick-up. Same-day collection is available for the Flexi, Regular Plus or Express Services, depending on availability in your location.
Will the driver call me in advance?
Although some courier drivers may call at their own discretion, they are not obliged to call before pick-up or delivery. Drivers will only attempt to contact local phone numbers.
What if I do not have a local phone number?
If you do not have a local phone number, we recommend using the number of a friend, flatmate or neighbour who would be available to help you with the pick-up or delivery. It also helps if whoever needs to communicate with the courier speaks the local language. Bear in mind that providing a local number does not guarantee that the courier driver will call in advance.
What languages do the couriers speak?
Couriers normally speak the local language of the country in which they are working. They may not always speak English though. Try to have someone available who speaks the local language in case any communication with the driver would be required.
Do couriers pick up orders on holidays?
Couriers perform collections on business days in the local country. They do not work on weekends or national holidays. If you need a shipment picked up on a non-working day, contact our logistics specialists to discuss your options.
Can I add another parcel to my order?
If you have not purchased Flexible booking and need to add another parcel to your order, the simplest and most cost-effective solution for you is to book a separate order for the other parcel.
If you have purchased Flexible booking and your order has not yet been picked up, contact the Eurosender customer support team to add the parcel to your order.
Can I change the address details of my order?
It is possible to change the address details of your order but this may cause a delay with the collection or delivery, depending on when you request the change. If you wish to change the delivery address, contact us if possible before the collection to prevent any issues in transit.
Can I contact the courier to change the pick-up information or do I have to contact Eurosender?
If you booked your shipment on the Eurosender platform, you will have to contact our customer support team to change the pick-up information.
In some cases however, you may be able to get a more precise pick-up timeframe by contacting the local courier directly.

FLEXIBLE BOOKING

What is Flexible booking?

Flexible booking allows you to make changes to your order without an administration fee. You can request to change the addresses, number of parcels or weight (up to 30kg) each. The changes can be applied only before your shipment has been picked up.

We strongly recommend purchasing Flexible booking when you are placing your order in case you think you may need to change anything later. You can buy this option for €9.99 if you are shipping as an individual.

The Flexible booking option is included in the price for registered B2B users who place the order while logged in. Flexible booking cannot be added once you have already placed your order.

COURIER SURCHARGES

What are the other courier surcharges that may apply?

You may be charged extra by the courier because:

  • Your parcel is heavier than the initial weight selected.
  • Your parcel is oversized and does not comply with the standard dimensions.
  • You ship more parcels than what you paid for.

In order for your shipment to be delivered to the destination, you must pay the additional charges demanded by the courier service provider. If you have any questions about a surcharge, you can contact our customer support team for further information.

TRACK & TRACE

Tracking your parcel after pick-up

All orders booked on the Eurosender platform receive a unique tracking number from the courier company, which you can use to track the shipment at any time. All you have to do is insert the number sent via email in our digital tracking tool.

Input tracking or order number
What is a tracking number?
A tracking number is a sequence of letters and numbers and it is used to identify your parcel in the courier system and track its transit journey from pick-up to delivery. Each courier has its own system of tracking numbers. They can consist only of numbers or letters and numbers combined.
How do I know the estimated delivery time for my parcel?
All delivery times are estimated and not guaranteed. You can get an idea when your parcel will be delivered by checking your tracking link.
  • Standard services (domestic): 1-2 business days
  • Standard services (international): 3-7 business days
  • Flexi: 2-5 business days
  • Regular Plus: 2-3 business days
  • Express service: 24h within the EU and 48-72h globally
What do tracking statuses mean?
Tracking statuses may be difficult to understand if you have never come across them before. Read more about what international parcel tracking is and how it works.
Do I receive a different tracking number if my order is rebooked?
Yes, when a pick-up is rebooked, the parcel will be automatically assigned a new tracking number. The new tracking number will be sent to you via email, along with the new confirmation. However, we recommend keeping all the tracking emails you receive because it might happen that your parcel is scanned with a previous tracking number instead of the new one. If you have any issues with tracking your order, do not hesitate to contact us.
Why is my tracking number not working and the status is not updated?
There are a few reasons why the tracking number might not be working:
  • Your order has been rebooked and a new tracking number has been assigned to your parcel. In this case, you will need to use the new one.
  • The parcel barcode has not yet been scanned at the first courier depot. If your parcel has just been collected, most of the time you will be able to see new information in the tracking system after a few hours.
  • If the distance between the courier depots is greater, it make take more time before your parcel is scanned and the tracking information updated.
  • Note that tracking systems are usually not updated during weekends or on festive days. In some countries, deliveries may take place, but transport to other cities or countries happens on the next business day.
What can I do if I have not received my tracking number?
Firstly, check your email and spam inboxes for a “Tracking” email. Please note that this email is sent to you only after your order has been confirmed with the selected courier company.
You will receive a “Confirmed” email first and then a separate “Tracking” email once your parcel has been assigned the tracking code.
Some courier companies send tracking numbers only after parcels have left the pick-up country. In this case, you will receive the tracking number after the parcel is collected.
If you have a personal account, you can also check for your tracking number by selecting “My Orders” on the left side menu.
If you have any issues with tracking your order, do not hesitate to contact us.
When could the transit time be prolonged?
Transit times may be prolonged in peak seasons such as Christmas, summer months or Easter.
There may also be a delay in transit due to external factors – heavy rain or snow, blizzards, floods, traffic jams, blocked roads, accidents, strikes, etc.
Can I receive my shipment earlier than scheduled?
Yes, it may happen that the driver delivers your shipment earlier than expected. It is important to make sure there is someone available at the delivery address, in case you are absent.
Follow the updates in the tracking system of the selected courier company to see when your shipment is approaching the destination.
Am I entitled to any refund if transit time is prolonged?
No, you are not entitled to any refund as all transit times are only estimated and never guaranteed.