FAQs

Frequently asked questions and answers

When will my parcel arrive?

Parcels within Germany are usually delivered within less than 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

Can I influence the time of delivery?

The time of delivery cannot be changed, but you can change the date of delivery.

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

What happens if I’m not at home at the time of 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 ParcelShop (does not apply for tyres). You then have eight working days after the day of the delivery attempt to collect your parcel, showing your photo ID (e.g. passport or identity card). If there is no ParcelShop nearby, GLS will take your parcel back to the depot (distribution centre), where it will be available for collection for the next days from the day of the delivery attempt. Online you can then select from a range of options to redirect your parcel and GLS will make another delivery attempt in accordance with your instructions.

Parcel redirection

If the second delivery attempt is also unsuccessful, the parcel will be returned to the sender after a storage period of four 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 drop off permission. 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 nearest GLS ParcelShop (does not apply for tyres).

You can also use the ParcelLock parcel system to receive parcels at home – regardless of time and parcel company and whether or not you are there.

Go to ParcelLock

Can GLS leave my parcel with a neighbour?

Yes. If you are not at home, the delivery driver may leave your parcel with a neighbour. They will naturally have to sign for it. The delivery 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 automatically take it to the nearest ParcelShop (does not apply for tyres) and leave a notification card for you. You then have eight working days after the day of the delivery attempt in which to collect it from the ParcelShop. In case the sender has booked the ShopDeliveryService, you can already choose a ParcelShop when placing your order. 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 on the notification card or use the authorisation form. 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.

Download the parcel pickup authorisation form

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 drop off permission as a PDF, fill it out electronically and print it, sign it and send it to your GLS depot - or hand it directly to the delivery driver. You can also revoke it at any time in writing. If you register to GLS-ONE, you can also authorize as well as revoke the agreement via the portal.

Download now

A drop off permission is not possible if the sender has chosen one of the following services for your delivery:

  • IdentService
  • IdentPINService
  • ExchangeService, Pick&ReturnService, Pick&ShipService
  • CashService
  • PharmaService and PharmaService Plus
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 (not possible for tyres)
  • Issue a drop off permission. The driver can deliver your parcel to the place you specify.
  • 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 four working days. No second delivery attempt is made.
  • An additional delivery attempt in the evening or on a Saturday. Available in various postcode areas in Berlin, Bonn, Cologne, Dortmund, Düsseldorf, Frankfurt, Hamburg, Hanover, Leipzig, Munich and Nuremberg
I want to return my parcel. What do I do?

Many senders have booked an additional GLS service for returns. According to the shipper’s needs GLS offers three possibilities:

  • The shipper has already included a GLS return label with your goods.
  • You inform the shipper that you wish to return the parcel. You will then get a ready-to-use parcel label from the shipper via e-mail or download link.
  • You inform the shipper that you wish to return the parcel. You will then get a link to the GLS website enabling you to generate a return label online.

This means, when returning goods, you simply attach the return label to the parcel and hand it over at a ParcelShop of your choice. GLS then does the rest.

If a shipper doesn’t offer you a return label, you can still return the parcel via a GLS ParcelShop or GLS-ONE. You will have to pay the standard ParcelShop charges.

ParcelShop price list

How do you receive parcels with ParcelLock?

Thanks to the ParcelLock parcel system, you can receive parcels at home. Once you have registered at ParcelLock.de, you can grant GLS a signature release authorisation. GLS will automatically notify you of delivery by email or via the GLS Mobile App. Simply use the key provided or the ParcelLock app to open the parcel box and remove your parcel.

Go to ParcelLock

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 must 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 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 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.

Track shipment

More about the delivery status

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

Simply send your question via the contact form.

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