General Terms

Here you find our General Terms for our contract customers.
If you want to read the ParcelShop Terms for our customers, who buy their label in the ParcelShop, please click here .

Version 46 applicable from March 1st 2023.

1. Application

1.1 These General Terms apply to all activities carried out by General Logistics Systems Denmark A/S, VAT no. 10549744 in the following called GLS. The General Terms apply to our customer whether the activities are carried out by GLS or by one of our distribution partners.

1.2 Unless otherwise stated in these General Terms or agreed in writing between GLS and the customer, the provisions of the General Terms of the Nordic Association of Freight Forwarders (NSAB 2015) apply.

2. Scope of service

2.1 GLS plans and undertakes the pickup, sorting and distribution of parcels.

2.2 Parcels may be delivered at a location specified by written agreement between GLS and resp. consignee (power of attorney) or consignor (DepositService). GLS will regard the parcel as delivered correctly, when the parcel is delivered at the specified location. In some cases, GLS can assess that it is not a safe place of delivery. In this case the parcel will be delivered in a GLS Pacelshop or will be re-delivered with an extra fee.

2.3 Parcels exceeding 20 kg are only delivered or picked up at ground floor, unless a lift is available on the address.

2.4 GLS may deliver to any person at the address. It is the responsibility of the recipient to pass on the goods to any named consignee. In some countries, delivery to neighbors may occur if the consignee is not available at the address.

2.5 In the event that the consignee’s premises are unattended, GLS may hand in the parcel at a GLS ParcelShop, a GLS depot or to re-delivery. Consignee will be informed about this and the specific latest date of pickup at the GLS ParcelShop. After that date GLS will return the parcel t to the consignor.

2.6 Return, re-delivery, alternative delivery and re-direction of parcels will result in extra costs.

2.7 GLS reserves the right to deliver to a different ParcelShop than the customer chooses.

2.8 BusinessParcels that are actually for a private address can be changed to PrivateDelivery and invoiced as such. At a Business address (from which the primary business is operated) either a consignee is present minimum 6 hours a day between 7-17, at least 4 days a week – or there is a power of attorney on the address.

2.9 GLS may reject or return a parcel that is not properly packaged or not suitable for parcel distribution.

2.10 On smaller islands, there may be agreements on delivery. Overview is provided on request.

2.11 Returnparcels will be picked up at the same time and place as any delivery to the address.

3. Distribution

3.1 Minimum and maximum size and weight for parcels distributed with GLS:

  • Min. 10 x 15 x 1 cm
  • Max. 200 cm on the longest side and length + girth max. 300 cm
  • For Sweden max. 140 cm on the longest side
  • Oversize parcels for business addresses in Denmark max. 200 cm on the longest side and length + girth max. 400 cm
  • Max. 30 kg for business and private addresses
  • Max. 20 kg for ParcelShops

If a parcel exceeds the max. weight/size, GLS may return the parcel to the sender at its expense. If not, international parcels will be billed an extraordinary fee on 975,00 DKK pr. parcel.

3.2 GLS’ customer is responsible for ensuring that the parcel is adequately labelled with only one label. Only GLS standard labels may be used, both in size and in colour. Don’t put labels across the sides of the parcel. Labels must be placed so barcodes and text can be read/scanned. Labels must be placed on the largest surface of the parcel.

3.3 GLS’ customer is responsible for adequate and secure packaging. The customer should be aware that if parcels strapped or taped together come apart, no compensation would be paid should they be separated. In such cases, GLS will only pay compensation for the parcel carrying the label. GLS does not check the packaging and will not pay compensation for damage to parcels if GLS states that the packaging is inadequate or insufficient.

3.4 Parcels must be packed to withstand handling in an automatic sorting system where markings such as arrows, “fragile”, “handle with care”, etc. cannot be taken into account.

3.5 Porcelain, glass, technical equipment, incl. flat screens, computer-, it-, laser equipment and other fragile items must be packed in a strong outer packaging (cardboard boxes or other packaging suited for transport). The inner packaging must be tight-fitting shock-absorbing material (technical equipment must be packaged in moulded material). The packaging must be adapted to the content. Al cavities must be filled with a suitable material to protect the content. Consignor must ensure that displacement, pressure or shock, neither between objects nor between the content and the outer packaging, cannot happen. To protect the content, place the label on the largest surface of the parcel.

3.6 Damage caused by internal components’ shaking due to not being extraordinarily fixated during transport is not compensated by GLS.

3.7 Goods in glass containers and goods with liquid content must be packaged in outer packaging suitable for distribution with GLS. An inner packaging that protects the goods against external impacts and absorbs and prevents any leakage from the goods must be used. Consignor must ensure that displacement, pressure or shock, neither between objects nor between the content and the outer packaging, cannot happen.

3.8 In case of damage to goods, that may damage personnel, material or other parcels, GLS reserves the right to destroy the content.

3.9 GLS does not distribute:

3.9.1 To post box addresses.

3.9.2 Tires via GLS ParcelShops.

3.9.3 Hazardous goods, except for Limited Quantity. Hazardous goods in Limited Quantity is not possible when distributed by ship or plane.

3.9.4 Living or dead animal as well as urns.

3.9.5 Weapons, weapon attracts, including soft guns, parts for weapons and active/ inactive ammunition or explosive elements.

3.9.6 Perishable goods.

3.9.7 Cash.

3.9.8 Goods subject to import, export or distribution bans in the consignor’s, the consignee’s or transit countries.

3.9.9 Taxable goods such as cigarettes, tobacco and alcohol for delivery outside Denmark.

3.9.10 Goods transported under the TIR convention.

3.9.11 Parcels which violates applicable sanctions laws e.g. because of the content, the intended recipient, or the country to or from which they are to be sent. Sanctions laws include all laws, regulations and orders imposing sanctions (including trade restrictions and economic sanctions) on countries, individuals or entities, including without limitation those imposed by the United Nations, the European Union and the member states of the European Union.

3.10 GLS may reject or suspend the distribution without notice, in the event of suspicion in any of the above.

3.11 The customer is liable for any direct or indirect loss that is inflicted upon GLS, GLS’ distribution partners or other customers as a result of content mentioned under 3.9.3- 3.9.11 and any direct or indirect loss due to insufficient packaging according to 3.2-3.7. 3.12 GLS is not obliged to examine whether the parcel contains goods listed in 3.9.3- 3.9.11 or whether the packaging is adequate as mentioned in 3.2-3.7.

4. Payment

4.1 Distribution is according to agreement and the current price list. The price list can be obtained from GLS at any time.

4.2 Payment is according to your payment terms in your GLS agreement. Late payment will accrue interest at the rate of 2 % per month or part thereof. In case of negative development in the customers finances, GLS may change the payment terms and the invoicing interval.

4.3 The customer is not allowed to set off any amounts against GLS invoices.

4.4 If freight or other costs are payable by the consignee and the consignee fails to pay, the customer must pay the amount in question to GLS. In connection with deliveries outside the EU, GLS may collect all amounts (including VAT and customs duty) from the customer if the consignee fails to pay on time. GLS is never obliged to collect the debt from the consignee in such cases.

5. Right of retention and lien

5.1 GLS is entitled to retention and lien on goods for all costs not paid by the customer or the consignee to GLS.

5.2 If the customer fails to pay these costs, GLS may sell the goods through proper channels to cover the outstanding costs. As far as possible, GLS must notify the customer well in advance if such actions are planned.

6. Claims

6.1 Notification of damages/shortage must be made in writing on

6.2 The following deadlines for claims apply:

6.2.1 In the event of damage or shortage of the content, the customer or consignee must file a claim to GLS within 5 workdays of delivery, as all claims otherwise are void.

6.2.2 For non-delivery or in the event of late delivery the customer or consignee must file a claim to GLS no later than 6 months after the dispatch date. GLS is allowed 10 workdays to search for the shipment from the date of the claim.

6.3 GLS must have photos of damaged parcels and packaging. Otherwise, GLS may require that the consignee make any damaged parcels available for collection in the original packaging at the delivery address. If this is not possible, the right to compensation is lost.

6.4 If a damaged parcel is moved from the consignees address before GLS has had the possibility to inspect the parcel (as set out in 6.3) the right to compensation is lost.

7. Undeliverable goods

7.1 GLS sells undeliverable goods (where GLS is unable to determine the rightful owner) on public auction after 90 days.

8. Limitation of time

8.1 In the event of damage or shortage, legal proceedings may be instituted against GLS within 1 year of the delivery date (cf. 2.2-2.11) or the day when GLS sent a notice of failed delivery attempt as set out in 2.5.

8.2 In other cases (disappearance, delay, etc.), legal proceedings may be instituted within 1 year of the earliest date when the loss could or should have been noted.

9. Limitation of liability

9.1 GLS is responsible for the parcel from the moment GLS receives it (against receipt or scanning) until the parcel is delivered (cf. 2.2-2.11) or until such time as GLS lawfully interrupts the distribution.

9.2 The liability of GLS is limited as follows:

9.2.1 GLS compensates max. DKK 4,500 per parcel excl. transportation unless the parcel is sent using AddOnLiabilityService, see 9.2.2. The compensation can max. amount to the value of the parcel. Valuation is as follows: New Items are valued at documented cost price excl. VAT. Used goods are valued at the current market value or the documented cost, where the lowest value is valid. If the parcel is sent using AddOnLiabilityService (cf. 9.2.2) GLS compensates the documented cost, however max. the insured amount.

9.2.2 AddOnLiabilityService has been correctly ordered if it is done via an electronic print program approved by GLS. Distribution using AddOnLiabilityService is only accepted if GLS receives the data before the first scanning takes place at the GLS depot.

9.2.3 High-value goods such as precious metals, precious jewellery, antiques, paintings or works of art cannot be sent as AddOnLiabilityService.

9.2.4 Regarding consignments larger than our parcel definition (cf. 3.1) the liability of GLS is regulated entirely by NSAB 2015, which among other things implies that GLS pays a maximum of SDR 8.33 per kg.

9.2.5 GLS cannot be held liable for any delay caused by conditions listed in section 3.2 to 3.7.11. If the loss is caused by acts or omissions from the customer or the consignee, GLS is under no circumstance liable for damages.

9.2.6 In the event of a delay, GLS will only pay the freight cost for the delayed parcel. GLS only compensate delays of more than 10 workdays from the expected date of delivery.

9.2.7 If GLS is able to locate a lost parcel within 15 working days from payed compensation, and the compensation is more than 1.000 DKK GLS will invoice the customer for the compensation. Any goods that are located after accept of compensation will always be returned to consignor, unless consignor have been compensated for the full sales price.

9.2.8 GLS does not compensate damage to temperature sensitive goods (that are damaged, perished or deteriorates in quality as a result of temperature variations), perishable goods, living or dead animal as well as urns.

9.2.9 GLS does not compensate outer packaging.

9.2.10 GLS does not compensate cash, gift cards, tickets, lottery tickets, scratch cards and the like.

9.3 GLS is not liable for indirect losses, operating losses, loss of profit or any other losses. GLS is not liable for losses caused by circumstances that can be classified as force majeure, work stoppage, strike, war, actions of terror, natural disasters, cyberattacks etc.

9.4 Payment of claims for full/partial loss may be conditional upon the consignee making a sworn statement not having received that package.

10. Personal data

10.1 It’s the customer’s responsibility to ensure that the personal data required by GLS is correct and legally transferable to GLS.

10.2 All personal data received by GLS is covered by GLS’ data protection policy, which is always available via GLS’ website.

11. Jurisdiction and venue

11.1 All disputes relating to the agreement and to these General Terms shall be governed by Danish law.

11.2 The Court of Kolding shall be the venue for all disputes relating to the agreement and these General Terms