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  • Pickup of your parcel | Eurosender


Will the courier call me before the pickup?

Even though we collect phone numbers from all of our customers, we cannot guarantee that the courier will call you before pick-up, as this varies by country and courier service provider.

If the couriers decide to call before the pickup, they can only call local phone numbers, so please provide us with a local number in order to enable phone communication with the courier.


Do I need a local phone number?

Drivers and local logistics centers can only call local phone numbers, thus you are strongly advised to provide us with a local number in order to allow a smooth communication.

If you do not have one, please provide your international phone number, so that Eurosender can still reach you in case of any problems with your order.

Please note that the couriers’ drivers primarily speak the language of the country where the pickup is done. Eurosender cannot guarantee that the drivers of the selected courier service provider will speak an international language.


Time frame

Items are collected daily from 9 AM to 6 PM.

You cannot choose a specific time within this timeframe, as the courier follows a predetermined route.

In some cases, you might be able to get a narrower timeframe by calling the local courier directly – you can contact us for their number. Whenever possible, we will provide you with the phone number of the local depot of the courier company. However, we cannot guarantee that it is always possible to arrange a specific pickup time with them.

In the unlikely event that the pickup is not successful and no information is displayed in the tracking data, please contact us immediately. We will contact the courier service provider to determine the reason why the pickup was unsuccessful, and help you arrange a new pickup attempt as soon as possible.


Where will my parcel be picked up?

Your item will be picked up at the address that you have indicated in your order.

When placing an order, please provide any details which the courier driver might need in order to access the location, such as the access code or name written on the doorbell (if different than the name of the person at the pickup address).


Who will pick-up my item?

Your item will be picked up by the courier service provider chosen by Eurosender for your route. We collaborate with some of the largest European couriers (such as UPS, DPD, GLS, SEUR, Parcel Force, ACS and many more) who pick up, transport and deliver your packages, suitcases and pallets.

At Eurosender, we choose the courier which offers the best price-to-performance ratio for each specific route.

Eurosender constantly monitors performance of all couriers to allow best performance on each of our routes. We are constantly optimizing and improving our network of courier companies in order to provide you with the highest quality of service possible.


What happens if I am not at the pickup address when the courier arrives?

If you are not at the given address when the courier arrives, please contact us and we will try to arrange a second pickup attempt in the upcoming days (usually on the next working day).

You can also mandate a person who can hand out the parcel to the courier on your behalf.


What happens if my item is bigger/heavier than what I booked?

If you ship a larger / heavier item than booked, there are two possibilities:

  • If the item is still within the courier limits for transportation, you will be charged the difference in price and the courier’s administrative fee for heavy/large items will be levied and payable at your sole expense
  • If the item is larger / heavier than the courier’s maximum allowances, the item will be returned to the pick-up address during the next working days and will not be shipped to the final destination. A penalty for overweight or over-dimension may be charged and will be payable at your sole expense.

As couriers are not equipped to measure/weigh items, they may still pick them up and then refuse them once arrived in the logistics center.

Please note that in cases in which the shipment is returned because of non-compliance with the standard dimensions and/or weight, the shipping service is considered completed and a new booking requires a new payment. For more detailed information, please take a look at section 3.2 of our Terms & Conditions.

When the courier driver arrives at the pick-up address and he evaluates that the package is oversized or overweight, he may refuse to pick it up. In this case, please contact us and we will prepare an individual offer for you.


Are items always picked up on the selected date?

The pickup of your item will be scheduled for the date you indicated in your order.
In the improbable event that your item is not picked up on the selected date, it may be due to:  

  • Bank holidays – the courier companies with whom we cooperate only pick up during business days – if the date you selected is a bank holiday in the country of pickup or in Slovenia, your item will be picked up the next working day.
  • External reasons, which impede the driver from picking your item up (traffic, car accidents, weather…).

In this case, depending on the country of pickup, the courier service provider will collect your item on the following working day.

If the package was not collected on the scheduled pickup date or on the next day, please contact us at help@eurosender.com and we will schedule a new pickup attempt as soon as possible.


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Customer support

Phone (Available from 9 am until 8 pm (CET) +44 20 3318 3600


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