FAQs

Frequently asked questions and answers

How do I send parcels with GLS?

As a private customer or a company that occasionally dispatches small numbers of parcels, you can send your parcels from one of about 630 GLS ParcelShop throughout Austria. What’s more, you can conveniently organise your shipment online – via the parcel portal GLS-ONE.

Parcel shipment

GLS-ONE

How much does it cost to send parcels with GLS?

The ParcelShop price list applies for sending parcels with GLS. Prices depend on the parcel size. By the way: lower prices apply for the online shipment with GLS-ONE.

GLS-Prices

Can I also process my parcel shipment online?

Yes. With GLS-ONE, GLS offers you a convenient online portal for parcel processing. Start your shipment directly – in less than a minute, you can create your parcel label online. Or you have the option of registering to use practical additional functions from GLS-ONE, such as your personal address book.

More info

To which countries can I send parcels to from a GLS ParcelShop?

Parcels from a GLS ParcelShop can be sent to all countries of the European Union. Excluded are, however, Andorra, Büsingen am Hochrhein Ceuta, Greece, Gibraltar, Livigno, Melilla, San Marino, Vatican and all European islands (except German and Croatian islands, Great Britain and Ireland).

Shipment in the EU

How long does delivery usually take?

National parcels are delivered by GLS to their destination within a standard delivery time of less than 24 hours. Parcels reach twelve states of Central Europe in a standard delivery time of 24 to 48 hours, and almost all countries at a larger distance within 72 to 96 hours. GLS delivers Monday to Friday during normal business hours. Find out here where your parcel is right now - and when delivery is expected to take place.

Parcel tracking

Where can I hand over parcels?

You can hand over your parcel at any GLS ParcelShop. In Austria there are 630 Parcel Shops, so there is sure to be one near you. Simply use our ParcelShop finder to search for one.

ParcelShop finder

Where can I find a ParcelShop?

You can find a GLS ParcelShop right in your area. Simply use our practical ParcelShop finder and look up directions.

ParcelShop finder

How large can a parcel be?

A parcel may not exceed the following dimensions:

Length: 200 cm
Width: 80 cm
Height: 60 cm
Combined length and girth: 300 cm

Calculation of max. combined length and girth: 2 x height + 2 x width + 1 x longest side

What is the maximum weight for a parcel?

A parcel may weigh a maximum of 31.5 kg.

Which goods are excluded from delivery?

Insufficiently packed goods or goods not adequately packaged for parcel services are generally excluded from delivery by GLS. Also excluded from delivery are among others:

  • Parcels with a goods value of over € 550
  • Goods that require particularly careful handling (e.g. fragile goods)
  • Perishable or temperature-managed goods
  • Live animals
  • Particularly valuable items (e.g. gold, precious metals and stones, real jewellery and pearls, works of art, antiques)
  • Telephone cards and pre-paid cards for mobile phones
  • Firearms and essential weapon parts within the meaning of section 1 and subsequent sections of the Austrian Arms Act (“Waffengesetz”)
  • Dangerous goods of any kind
  • Tobacco and spirits (if sent abroad)

Further information can be found in the shipping guidelines as well as in the Special Terms and Conditions.

STC

What do I need to keep in mind when packing goods?

When packing goods, you need to consider the type, weight and resilience of the goods being sent. Outer packing, internal padding, adhesive tape and parcel labelling are all important.

Packing parcels

How do I find out where a parcel is right now?

With the parcel tracking function you can track your parcel online at any time. Simply enter the parcel number or Track ID.

Parcel tracking

Can I send parcels by express delivery or cash on delivery via a GLS ParcelShop?

No, shipment of express parcels or cash on delivery parcels is not possible via GLS ParcelShops.

Are parcels insured with GLS?

GLS is liable for loss or damage of parcels in its custody. Liability does not include consequential damages like loss of profit. If the sender takes out no transport insurance, GLS compensates the value of the goods beyond the statutory limitation of liability up to a maximum of € 550 per parcel. Value of the goods is defined as the purchase price, for second-hand goods the current value or for goods dispatched on occasion of an auction the auction price, depending on which amount is the lowest in the individual case. You can find further information in the Special Terms and Conditions of GLS Austria.

How many parcels can I send at any one time?

You can send as many parcels as you like.

What happens if a parcel can’t be delivered?

If the recipient is not at the address when the delivery driver calls, a notification card is left and the driver will try to leave the parcel with a neighbour. If this isn’t possible, the parcel is normally taken to a GLS ParcelShop, where it waits for collection for 9 days after the day of the attempted delivery. If it is not possible to deliver the parcel – either to a neighbour or a ParcelShop – the parcel is returned to the GLS depot (distribution centre). In this case the recipient can use the redirection options.

Redirection options

If no-one is at home when the second attempt at delivery is made, GLS returns the parcel to the sender after a depot storage period of 5 working days.

What does GLS do to protect the environment?

GLS is committed to the responsible use of resources, the reduction of emissions and the optimisation of waste disposal. All GLS subsidiaries have obtained the ISO 14001 certification for their environmental management systems. GLS coordinates and promotes all activities to protect the environment across the Group within the framework of the ThinkGreen initiative.

More information

My question isn’t listed here. Where can I get more information?

You can get in touch with us in writing via the contact form. Or simply give us a call: 0820 / 820 123 (€ 0.15 per minute).

Contact