Frequently asked questions and answers

When will my parcel arrive?

GLS delivers parcels within Austria usually in less than 24 hours to their destination. 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. The parcel tracking shows you the current shipment status of your parcel, of course in real time.

Parcel tracking

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

With online parcel tracking function you can track your parcel at any time. Please note that GLS uses distribution centres, so the dispatch route may not always seem direct to you. To see where your parcel is right now, simply enter the parcel number or the Track ID.

Parcel tracking

What happens if I’m not at home at the time of delivery?

First, GLS will try to leave your parcel with a neighbour who will sign for it. If no neighbour can accept the parcel, GLS will leave a notification card and will normally return it to the GLS ParcelShop. From there you will be able to collect your parcel upon presentation of an official photo ID (e.g. driving licence or passport) for 9 working days from the day after attempted delivery. If there is no ParcelShop nearby, GLS will take your parcel back to the depot (dispatch centre), where it will remain waiting for collection for 5 working days after the attempted delivery. Alternatively you can select one of the redirection options and GLS will attempt a new delivery according the information you provide.

Redirection options

If you are not at home the second time a delivery attempt is made, the parcel is returned to the sender after a depot storage period of 5 working days.

I am often not at home. How will I receive my parcel?

When ordering online you can often enter an alternative delivery address. This, for example, can be your place of work if your employer agrees to this. Many online shops also allow you to select a GLS ParcelShop as a direct delivery address. Alternatively you can issue GLS with a signature release authorisation. This way the driver can leave the parcel at a freely-accessible location of your choice at your address. If you did not choose one of these options in advance, a neighbour might accept your parcel. Or GLS may take it to the GLS ParcelShop.

Can GLS leave my parcel with a neighbour?

Yes. If you are not at home, the driver may leave your parcel with a neighbour. They will naturally have to sign for it. The driver will leave a notification card with the relevant information.

Can GLS leave my parcel at a ParcelShop for me to collect?

Yes. If your parcel cannot be delivered to you or a neighbour, the delivery driver will normally take it to the ParcelShop and leave a notification card for you. You then have 9 working days in which to collect it from the ParcelShop. If the sender has booked the ShopDeliveryService, you can already select a ParcelShop as the delivery address when placing your order. There are several more delivery options available if your sender makes use of the FlexDeliveryService.

Important: For every collection you or your authorised representative will require an official photo ID (e.g. driving licence or passport).

Where can I find the nearest GLS ParcelShop?

Simply use the GLS ParcelShop finder to search for a shop and directions.

ParcelShop finder

Can another person collect my parcel from the ParcelShop?

Yes. Just hand the person an informal written authorisation. It should include your name and address, as well as the name and address of the collector. You can also fill out the form on the notification card. The authorised person must bring the authorisation and an official photo ID (e.g. driving licence or passport).

Can I authorise GLS to leave a parcel at an agreed place?

Yes, you can authorise GLS to leave a parcel at an agreed place, for example, in your garage. To do this, simply download the signature release authorisation as a PDF, print it out, fill it in and send it to your GLS depot - or hand it directly to the GLS driver. The signature release authorisation can be a one-off or general authorisation. You can also revoke it at any time in writing.

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Important: It isn’t always possible to issue signature release authorisation. For the following services the delivery driver will need to see you personally:

• Exchanging articles (ExchangeService)

• Cash on delivery: Payment of goods upon delivery (CashService)

• Collection of goods from yourself (Pick&ReturnService or Pick&ShipService)

I want to return my parcel. What do I do?

Many senders have booked an additional GLS service for returns, which is free of charge for the recipient. This means, when returning goods, you simply attach the enclosed return label to the parcel and hand it over at a ParcelShop of your choice. GLS then does the rest. If a parcel does not include a return label, you can still return it via a GLS ParcelShop but you will have to pay the standard ParcelShop charges. If a parcel does not include a return label, you can still return it via a GLS ParcelShop or GLS-ONE.

GLS ParcelShop

More about GLS-ONE

My parcel is damaged. What can I do?

If your parcel is externally damaged, you can refuse to accept it. GLS will then return the parcel to the depot and inform the sender. If the contents are damaged, please contact the sender. GLS cannot and may not check the contents of sent parcels.

My parcel hasn’t arrived. What should I do?

First of all check the status of your parcel using the parcel tracking function of GLS. To do this, enter the parcel number the sender has given you – if not, ask the sender for the number. Secondly, look for the notification card that a delivery driver leaves behind if no-one is at home at the first delivery attempt. The notification card will tell you where your parcel is – for example, with a neighbour or in a GLS ParcelShop. The Track ID will be included on the card, enabling you also to use the parcel tracking function. If shipment tracking does not help you, get in touch using the contact form or call our receiver hotline on: 05 / 9876 3000. We will gladly try to answer your question. The parcel number or Track ID helps us, so please have one of these ready.

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

Simply call our hotline for recipients: 05 - 9876 3000 (at local rates). Alternatively, send your question via the contact form.