FAQs

Frequently asked questions and answers

Regular shipment

How long does it take GLS to deliver parcels?

National parcels usually reach their destination within a standard delivery time of less than 24 hours (excluding islands). In Europe, standard delivery times are generally between 24 and 96 hours. GLS delivers Monday to Friday during normal business hours.

How does the shipment processing work with GLS?

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

More information

What does GLS offer for international shipment?

GLS offers reliable European parcel and freight delivery to its customers, as well as worldwide express delivery for parcels.
More information can be found in the product descriptions in the section Regular shipment.

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 weight?

The maximum weight is 31.5 kg for Parcel delivery.
Questions? Please contact GLS for more information.

Can I track parcels and freight in real time?

All parcel shipments can be tracked with the online tracking function (Track&Trace). To check the status of a parcel, you go to Track&Trace.
You can contact our customer service for the follow-up of freight shipments.

How can I get a proof of delivery for my freight shipment?

For shipments within the Benelux countries you can use the online tracking function. If you wish to get a delivery certificate or proof of delivery for all your other shipments, please contact our customer service by mail.

How can I adapt the delivery address?

If you wish to revise the delivery address you have given, please contact us online on working days from 8AM to 6PM

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.

Contact GLS

Which goods are excluded from parcel delivery?

You can find all excluded goods in our General Terms and Conditions under article 3.

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

Parcels that cannot be placed on the sorting belt

Some shipments cannot be transported by the conveyor belts in our automatic parcel 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, rolls, bales of cloth, canisters, plastic buckets, wooden boxes
  • Parcels with protruding parts of any kind
A surcharge applies for this additional manual handling.

Oversized goods, pallets or groupage

For large items, pallets or groupage, GLS Belgium offers reliable freight services throughout Europe.
Even for very heavy, oversized or unusual shipments, GLS has got customised solutions for your special needs.

Please go to Freight delivery or contact our customer service for more details and information.

Depot finder

Is it possible to deliver my freight shipment on a certain date and hour?

Yes. Extra pickup and delivery times can be arranged in consultation with our FreightSolution department.
For more details and information, please call +32 (0)2 756 99 55

What is the maximum cash on delivery amount?

You will find all information related to COD amounts in our General Terms and Conditions under article 6.

What is the standard insurance sum of a parcel? Is an additional insurance possible?

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 € 750 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 Terms and Conditions of GLS Belgium.On request, an additional insurance can be foreseen. Simply contact our GLS Sales Service 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 is not on this list. Where can I find more information?

GLS Customer Service and / or your contact at the GLS depot will be happy to help you. Send your question by completing the contact form.

Occasional shipment

How do I send parcels with GLS?

As a private customer or a company that occasionally sends small numbers of parcels, you can send your parcels from any GLS ParcelShop or organise your shipping process using online franking via GLS-ONE.

More information

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. Lower prices apply for shipments prepared online via GLS-ONE.

Prices

How long does delivery usually take?

National parcels are generally delivered within a standard delivery time of less than 24 hours. Standard delivery times lie between 24 and 96 hours all over Europe. 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 Belgium there are about 600 ParcelShops, so there is sure to be one near you. Simply use our ParcelShop finder to search for one.

ParcelShop finder

Where can I find my nearest ParcelShop?

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

ParcelShop finder

Can I also manage my deliveries online?

Yes. With online franking via GLS-ONE, GLS offers you a practical and reliable portal for managing your deliveries online. Start directly with the dispatch or register optionally to use the additional functions of GLS-ONE.

Go to GLS-ONE

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.

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.

More information

Which goods are excluded from delivery?

Insufficiently or not customarily packed goods are generally excluded from delivery by GLS. Computers (e.g. desktop computers or notebooks) are only transported in their proper original packaging. Also excluded from delivery are among others:

  • Parcels with a goods value of over € 5,000
  • 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 as well as ammunition
  • Dangerous goods of any kind
  • Tobacco and spirits

Further information can be found in the shipping guidelines as well as in the General terms and conditions.

General terms and conditions

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

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 € 750 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 terms and conditions of GLS Belgium.

How many parcels can I send at one time?

You can send as many parcels as you like.

What happens if a parcel can’t be delivered?

If recipients are not present at the first delivery attempt, the GLS driver will ask a neighbour to accept the parcel. If that is not possible, the driver will take it to the nearest GLS ParcelShop, where it will be available for collection for the next nine working days. If parcel delivery is not possible to a neighbour or a GLS ParcelShop the driver will return the parcel to the GLS depot (distribution centre). A second delivery attempt will be made the next working day.

In any case, the delivery driver leaves a notification card for the recipient. If a second delivery attempt is also unsuccessful, the parcel is returned to the sender after a storage period of nine 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 info

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

Simply call our hotline +32 (0)2 55 66 211. Or submit your question in writing using the contact form.

Contact

Recipients

When will my parcel arrive?

Parcels within Belgium are usually delivered within 24 hours. In Europe, standard delivery times generally lie between 24 and 96 hours. GLS delivers Monday to Friday during normal business hours. Parcel tracking shows you the expected delivery date.

Parcel tracking

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

With the 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

I am expecting a very heavy or large freight shipment. Can I make an appointment with GLS?

GLS knows when an appointment is necessary and will get in contact to agree on the time of a freight delivery – even without a special order of the sender.

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

First, GLS will attempt to find a neighbour willing to accept and sign for your parcel. If no neighbour can accept your parcel, GLS will leave a notification card and take the parcel to the nearest GLS depot.

In any case, the delivery driver leaves a notification card for the recipient. If a second delivery attempt is also unsuccessful, the parcel is returned to the sender after a storage period of nine 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.

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. After the first delivery attempt you can redirect your Parcel to a ParcelShop. You then have nine working days in which to collect it from the ParcelShop. Note: To collect a parcel you will need a valid identity card or passport.

Where can I find my nearest 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 a valid identity card 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.

Download now

What is parcel redirection?

If the first delivery attempt is unsuccessful, you as the recipient can choose what happens next. Your parcel redirection options are as follows:

  • A second delivery attempt to your address - you choose on which day.
  • Delivery to another address, which you specify
  • Parcel delivery to a GLS ParcelShop of your choice
  • Issue a signature release authorisation. The GLS driver can deliver your parcel to the place you specify, even if no one is present.
  • Refuse acceptance: the parcel is then returned to the sender.
  • Collect the parcel yourself at the depot: The parcel remains in the depot and is available for collection for 10 working days. No second delivery attempt is made.

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

Many senders have booked an additional GLS service for returns. 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.

ParcelShop price list

My shipment is damaged. What can I do?

If your parcel or freight shipment is externally damaged, you can refuse to accept it. GLS will then return the shipment 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 shipments.

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 GLS 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 depot. The Track ID will also be included on the card, enabling you to use the parcel tracking function and the GLS parcel redirection function.

If shipment tracking does not help you, get in touch using the contact form. 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 send your question via the contact form.

Contact

Your GLS team is happy to help you
Your GLS team is happy to help you
Every workday from 8 a.m. to 6 p.m.

info@gls-belgium.com