Frequently asked questions and answers

When will my parcel arrive?

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. 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 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 notification card’s number.

Parcel tracking

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 automatically return the parcel to the nearest depot in order to organise a second delivery attempt. In any case, GLS will leave a notification card for you.

Parcel redirection

If the second delivery attempt is also unsuccessful, the parcel will be returned to the sender after a storage period of seven working days.

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.

Parcel info by e-mail and SMS

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. 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 you did not choose one of these options in advance, a neighbour might accept your parcel. If the first delivery attempt is unsuccesfull 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.

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.

Delivery options

Can GLS leave my parcel with a neighbour?

Yes. 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.

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.

Where can I find my nearest Point Relais®?

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

Point Relais® finder

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

Yes. Just hand the person an informal written authorisation. 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.

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

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
  • Issue a signature release authorisation. The GLS driver can deliver your parcel to the place you specify (for example the garage), even if no one is present.
  • Collect the parcel yourself at the depot: The parcel remains in the depot and is available for collection for 7 working days. No second delivery attempt is made.

If the sender has activated the FlexDeliveryService, you can choose one of the following delivery options:

  • Delivery to the same address on a specific date (four dates following the date of sending are available)
  • Grant a signature release authorisation
  • Delivery to a new address (+ 24 hours)
  • Delivery to a chosen Point Relais®
  • Collection at a GLS depot
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

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 GLS 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 parcelshop, a Point Relais® of Mondial Relay as GLS and Mondial Relay are partners. The notification card number also enables 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 or call our hotline for recipients on: 08 06 00 60 06 (free service + cost of call, only available in France). We will gladly try to answer your question. The parcel number or notification card number helps us, so please have one of these ready.

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

Simply call our hotline for recipients: 08 06 00 60 06 (free service + cost of call, only available in France).