FAQs

Frequently asked questions and answers

What is a GLS parcel number and where can I find it?

The parcel number is an alphanumeric reference number with eight characters (e.g.: 00A6Z78A) or a set of eleven figures (e.g.: 36631234567)

If the sender has activated the FlexDeliveryService, you can find your parcel number in the e-mail or SMS that you received to announce your delivery time frame.

For deliveries without the FlexDeliveryService, check your order's confirmation e-mail sent by the sender.

What is a notification card number and where can I find it?

It is an alphanumeric reference number with five or six characters (e.g.: 1LYMØ9). It is also known as Track-ID.

You can find it on the notification card that the delivery driver left in your letter box.

You might also have received an e-mail / SMS containing the number, in the case that we could not deliver your parcel (e.g. because of an incorrect address).

What is the delivery date and time? Can I modify it?

Parcels within France are usually delivered to most areas in less than 24 hours. In Europe, standard delivery times generally lie between 24 and 96 hours, to more distant regions between 72 and 120 hours.

If the sender has activated the FlexDeliveryService, you will be informed about the estimated three-hour time frame of the delivery. However, this time frame cannot be changed by the recipient.

For all other delivery services, GLS delivers your parcels from Monday to Friday (8am to 6pm).

If you received a notification card number on a notification card or via SMS / e-mail, you can go to www.uni-track.fr . After you filled in all mandatory fields (notification card number and zip code) you will be able to modify the delivery date.

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

With the online parcel tracking system Track & Trace 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 notification card’s number.

Parcel tracking

Can the driver contact me before arriving to my delivery address?

If the sender has activated the FlexDeliveryService, you will receive a notification by e-mail or SMS the day before the delivery date. It will inform you about the estimated three- hour time frame of the delivery.

With all other services, we deliver your parcels from Monday to Friday (8am to 6pm).

If you are not at home, the delivery driver will leave a notification card in the letter box enabling you to choose your favourite delivery option on www.uni-track.fr . After you filled in all mandatory fields (notification card number and zip code) you will be able to modify the delivery option.

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

If the sender has activated the FlexDeliveryService, you are informed by e-mail and SMS about the estimated three-hour time frame of the delivery in advance and can select a delivery option that suits you.

For all others delivery services, 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.

Alternatively you can issue GLS with a signature release authorisation. This way the delivery 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, GLS asks a neighbour if they can accept the parcel for you. If the first delivery attempt is unsuccessful, the recipient can for example choose a second delivery attempt to a Point Relais®.

In case there is no one to accept your parcel it will be brought back to the depot.

Parcel redirection

Can I make an appointment with GLS?

If the sender has activated the FlexDeliveryService, you will receive a notification by e-mail or SMS the day before the delivery date. You will be informed about the estimated three-hour time frame of the delivery. If you are not at home, you can choose an alternative delivery option using the link in the e-mail or SMS.

For all other delivery services, we deliver your parcels from Monday to Friday (8am to 6pm). If you are not at home, GLS will leave a notification card for you and you will be able to choose your favourite delivery option. After you filled in all mandatory fields (notification card number and zip code) on www.uni-track.fr you will be able to modify the delivery options.

Parcel redirection

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 follow the written instructions – 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 by calling the phone number written on the release authorisation.

Download now

Can GLS leave my parcel with a neighbour?

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.

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

If your parcel cannot be delivered to you or a neighbour, GLS will deliver your parcel to a Point Relais® (subject to availability of our partner).

If we are not able to deliver your parcel to a Point Relais®, GLS will automatically return the parcel to the nearest depot in order to organise a second delivery attempt. If the second delivery attempt is also unsuccessful, the parcel will be returned to the sender after a storage period of seven working days.

In any case, GLS will leave a notification card for you. If you want to modify the delivery date, you can visit www.uni-track.fr and fill in all mandatory fields (notification card number and zip code).

Parcel redirection

If the sender activated the FlexDeliveryService, you can reschedule your delivery to a Point Relais® or select other options online by clicking the secure link in the e-mail or SMS sent to you by GLS. However, this time-frame cannot be changed.

Parcel info by e-mail and SMS

I received a notification card. What do I do?

With the notification card reference number (received on a paper card or electronically via SMS / e-mail), you have various options to receive your parcel.

  • Find the address of the Point Relais® your parcel was delivered in
  • Collect your parcel at the depot. The parcel is available for collection for seven working days. No second delivery attempt is made.

Parcel tracking

  • Organise a parcel redirection to another address or a new date
  • Release authorisation without signature. The delivery driver can deliver your parcel to a place specified by you (for example in a garage), even if no one is present.

Parcel redirection

If the sender has activated the FlexDeliveryService, you can also choose the delivery to a chosen Point Relais®.

I want to receive my parcel to another address (e.g. my place of work), what do I do?

If the sender has activated the FlexDeliveryService, you can choose your favourite delivery option using the link you received by e-mail or SMS.

For all other delivery services, if you received a notification card reference number, you can visit www.uni-track.fr . After you filled in all mandatory fields (notification card number and zip code) you will be able to modify the delivery option.

Parcel redirection

Can GLS leave my parcel at a Point Relais®?

Yes, if the sender has activated the appropriate services. You can choose to have your parcel delivered to one of the 4,800 Point Relais®. You will need to present a valid identity card or passport and the notification card.

In which Point Relais® my parcel was left?

Visit Track & Trace, fill in your notification card or parcel number and your zip code. There you can find the address of the Point Relais® where your parcel was left.

Parcel tracking

Can another person collect my parcel from the Point Relais®?

Yes, with an informal written authorisation. It has to include the recipient’s name and address, as well as the name and address of the collector.

If you received a notification card, you can also fill out the form on the card. The authorised person must bring the authorisation and a valid identity card or passport.

Where can I find my nearest Point Relais®?

Simply use the Point Relais® finder on the GLS website or the GLS App to search for a shop and directions.

Point Relais® finder

Download GLS App

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 two 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.

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

Point Relais® finder

I want to refuse my parcel. How does it work?

You have two options:

  • Your parcel is on the way to a GLS depot and has not been handled yet by a delivery driver: please contact your sender. He will contact his local GLS depot in order to stop your parcel's delivery.
  • Your parcel is already being handled by a delivery driver. Please refuse to accept it upon delivery and give your signature on the hand scanner. Your sender will be informed of your choice and the parcel will be returned to the sender.
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 within 72 hours of the date of delivery, specifying the damages when you opened the parcel. You can add pictures of the contents and the packaging your parcel was delivered in.

GLS cannot and must not check the contents of sent parcels.

My parcel is displayed as delivered but I didn't receive it. What do I do?

If your parcel is notified as delivered but you did not receive it, please contact your sender in order to make a complaint. Please upload the affidavit of non-receipt of parcel, fill it in and send it to the sender.

Download affidavit of non-receipt of parcel

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

Simply reach out to your GLS Depot. Use the GLS depot search to find your nearest GLS depot.

Depot finder