FAQs

Frequently asked questions and answers

How long does it take GLS to deliver parcels?

National parcels are delivered by GLS to their destination within a standard delivery time of less than 24 hours. GLS delivers express consignments reliably before 17.00 the next working day, even earlier on request - throughout Austria. Belgium, Croatia, the Czech Republic, Denmark, Germany, Hungary, Luxemburg, the Netherlands, Romania, Switzerland, Slovakia and Slovenia. 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.

The GLS Austria network

How does the shipment processing work with GLS?

GLS provides companies with IT dispatch systems that correspond to their requirements and parcel volumes. The systems can be adapted to senders’ IT systems.

Dispatch systems

What does GLS offer for international shipment?

GLS offers reliable European and worldwide parcel delivery to its customers. More information can be found in the product descriptions in the section "Shipping solutions".

Sending parcels

How do I find out which products and services are available for a certain dispatch route?

Simply enter the starting point and destination of your consignment into the GLS shipping planner. The available product and service combinations will be displayed immediately.

Go to shipping planner

How large may 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

How much may a parcel weigh?

The maximum weight is 31.5 kg for national standard delivery and 50 kg for national express delivery. For export parcels within Europe a maximum weight of 40 kg applies. For worldwide shipment please respect the maximum weight of 50 kg. Exceptions apply to a small number of countries for worldwide shipping. Contact your GLS depot for more information.

How much does parcel delivery cost with GLS?

Precisely how much it costs to send a parcel depends on your wishes and requirements. If you send parcels regularly, you will get an individual offer from GLS.

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I want to send bulky items. What do I need to consider?

Some shipments cannot be transported by the conveyor belts in our automatic sorting systems because of their size or outer packaging. GLS sorts and scans these “non-conveyable” consignments manually in the depots and distribution hubs. This incurs a surcharge. This includes among others:

  • Sacks, tyres (if larger than a bundling of two), rolls, bales of cloth, canisters, plastic buckets, wooden boxes
  • Parcels with protruding parts of any kind

For more information contact your GLS depot.

Depot finder

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 in excess of € 3,500
  • Express consignments with a total goods value of more than € 3,500 per consignment
  • 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 real 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

Can I track parcels in real time?

Yes, all parcels within Austria can be tracked in real time by the sender and recipient using parcel tracking. Internationally, GLS already provides real-time delivery information in many countries thanks to mobile data transfer from vehicles. Scanned data from the hubs and depots of all GLS subsidiaries is immediately fed into the GLS IT system and is directly available online. Simply enter the shipment number or Track ID.

Go to parcel tracking

How high is the standard liability for a parcel? Is it possible to increase the liability limit?

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 will compensate the value of the goods beyond the statutory limitation of liability up to a maximum of € 550 per parcel (per the Montreal convention per global parcels to all destinations). 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. Depending on your needs and the shipping method selected, a higher liability limit can be agreed. Simply contact your GLS depot for more information.

What does GLS do for 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?

Your contact of the customer service team and in the GLS depot will be happy to help you. Or simply submit your question in writing using the contact form.

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