FAQs

Frequently asked questions and answers

When will my parcel arrive?

Parcels within Denmark are usually delivered the following workday. 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 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.

Parcel tracking

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

Then our driver brings the parcel to a ParcelShop nearby where you can pick up the parcel.

The driver will leave an information card for you with parcel number, name and address of the ParcelShop, where you should pick up the parcel. If we have your mail address and mobile number we will also send the information this way.

You have to pick up the parcel within 10 working days. Please remember to bring a valid ID.

Parcel redirection

If the second delivery attempt is also unsuccessful, the parcel will be returned to the sender.

If the sender has booked PrivateDelivery, the recipient can choose between the DepositService and the full range of delivery opportunities of the FlexDeliveryService. This means that the recipient can select and influence the delivery according to his wishes. Before and while a parcel is still on its way.

More about delivery options

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

When ordering online from a shop dispatching with GLS, you can choose a GLS ParcelShop as a direct delivery address. GLS will notify you by e-mail/text message as soon as the parcel has arrived at the ParcelShop. You can pick up it up within the next ten working days.

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 the sender has booked PrivateDelivery, the recipient can choose between the DepositService and the full range of delivery options of the FlexDeliveryService. This means that the recipient can select and influence the delivery according to his wishes. Before and while a parcel is still on its way.

More about delivery options

Can GLS directly deliver my parcel to a ParcelShop?

Yes, if you order goods online from a web shop shipping with GLS, you can already select a ParcelShop as the delivery address when placing your order.

Note: To collect a parcel you will need to bring your ID (e.g. driver’s license or health insurance card).

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?

Another person can collect your parcel in the ParcelShop. The person should state the parcel number and show your name. Likewise, they have to show their own ID and sign for the parcel. You can forward the sms or mail from GLS to the person who should pick up the parcel.

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 fill out the online formular or download the one-off authorisation as a PDF, print it out, fill it in and place it outside on your front door.

Download now

Online one-off authorisation

What is parcel redirection?

If a first delivery attempt is unsuccessful, we will bring the parcel to a ParcelShop nearby.

You will receive information hereof on a card in your mailbox and by mail and text message, if we have your contact data.

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. If a parcel does not include a return label, you can often receive a ShopReturn-label from the sender and still return it via a GLS ParcelShop. Or you can pay the standard ParcelShop charges and send it yourself.

ParcelShop price list

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 or GLS immediately.

You can report the damage here .

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 card that the delivery driver leaves behind if no-one is at home when a delivery attempt is made.

If you have received a card, then the driver has brought your parcel to a ParcelShop nearby. The card contains a parcel number and the address of the ParcelShop. You now have 10 working days to pick up your parcel. Please remember to bring a valid ID.

If you still have no information on the whereabouts of your parcel, please contact us by phone +45 76 33 11 11 or mail kundeservice@gls-denmark.com.

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

Simply call or send your question via the contact form.

Contact