Frequently Asked Questions

If you are looking for information about how our service works, what we offer, you are in the right place. We prepared for you a selection of the most frequently asked questions divided into categories by query type.
Collection of Parcel Collapse all Expand All
Can I drop off the parcel in person?

You can drop off your package, either at the logistics centre or, at one of the of the many parcel shops. Please check out our Parcel shop map or contact us and we will find the nearest parcel shop to your place of residency.

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Will the courier driver contact me before arriving at the pickup address?

The driver usually gives you a call shortly before reaching your location or when at the location specified. If you wish to know the approximate time of your parcel's collection, please let us know, and we will get this information to you.

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The courier didn't arrive on the scheduled day and didn't pick up the parcel. What should I do?

Please contact us. For faster identification of your shipment, please have your order number (OPxxxxx) or shipment number (IZxxxx) ready. We will verify why the pick up didn't occur and schedule the pick up for a different day.

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What happens if my parcel ends up being larger or heavier than when I filled in my order?

It depends on the courier company that you chose to use. Some companies may charge you an extra shipping fee, but some may return your package without a refund.

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What's the process of collection / delivering a parcel?

A courier arrives at the address you specified in your order. They will come to the front of your building and take/pass on your parcel.

Please be advised that courier companies cannot deliver to P.O. boxes and undertaking a parcel must be confirmed by a signature, of the person at the pickup address.

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Can I choose a specific pick-up time?

There isn’t an option for choosing a specific time or period (morning, afternoon, evening). The driver’s arrival time is available no earlier than the morning of the collection day. Please contact us if you wish to know the approximate time of the driver’s arrival and we will provide this information for you. For faster identification of your shipment, please have the parcel number starting OPxxxxxxxx ready.

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Is it necessary to label the parcel with the recipients address?

The information about the sticker requirement is shown when choosing the courier company in the courier list view. When printing out a label is required, you will see either LABEL REQUIRED sign / red printer symbol or LABEL NOT REQUIRED / green printer symbol. If printing out and labelling the parcel is required, the label should be printed out with the barcode. We will send you the label in your email in pdf. Writing down the address on the parcel isn't satisfactory. If the label isn't required, the driver will label your parcel when picking it up.

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What happens with a parcel that could not be delivered to the recipient?

Normally there are two attempts to deliver. If the recipient isn't reachable at the address, the parcel will be stored in the logistics centre for 7 days and we will wait for the recipient to contact us. The recipient can schedule delivery for another day or pick up the parcel from the logistics center. If the recipient doesn't get in touch within 7 days the parcel will be returned to the sender. There is no extra charge for returning the parcel to the sender.

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Are collection times and delivery times guaranteed?

The courier companies try their best to deliver your parcel on time, and they have a success rate of approximately 95%. Having said this, we cannot guarantee that there won't be delays during transportation, for example, weather conditions,customs,road traffic accident etc.

Having a parcel ready for shipping, properly packed, labelled (when requested), be reachable at the collection address is essential for on-time delivery. The recipient should track the package online and expect a call from the driver on the day of delivery.

When the parcel is COD (Cash on delivery) the recipient is expected to have COD cash ready for the driver.

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Did you not find the answer to your question?

Please ask us using the following form. We will respond by e-mail and we will include the question here.