Complaints

In case a recipient has cause for complaint

Support

GLS will be glad to help recipients in case there is any cause for complaint.
The damage and loss ratio of GLS is consistently at a very low level, because
GLS sets great store by reliability.

If recipients are nevertheless not satisfied with our service, they can submit
the complaint directly online via the contact form or, alternatively, call the
GLS hotline in the respective country.

What should be done if a parcel is damaged?

The sender is responsible for packing goods properly. If a parcel has any external damage, for example, a hole in the box, the recipient can refuse to accept the parcel. GLS will then return the parcel to the depot and inform the sender about the complaint.

If recipients accept a seemingly intact parcel and subsequently discover that the contents are damaged, they should complain to the sender. This is because GLS cannot check and must not check the contents of sent parcels. Postal secrecy also applies to GLS.

More FAQ for recipients