Do you have questions about your deliveries with GLS?

Find the answers to your questions in our Frequently Asked Questions:

What is a GLS parcel number and where to find it?

A parcel number is composed of 8 alphanumeric characters (example:00A6Z78A) or a series of 11 figures (example:36631234567).

If you have a FlexDeliveryService delivery, you can find it on the email or SMS indicating the estimated delivery date and time slot.

For all other services, you can find the GLS parcel number on the order confirmation email from your supplier.

Track my parcel

What is a GLS delivery note number and where can I find this reference number?

It is an alphanumeric reference consisting of 5 or 6 characters (example: 1LYMØ9). It is also called Track-ID.

You can find this reference on the document left in your letterbox by our delivery driver if you are unavailable when he stops by or in the SMS/email that we sent you if we encounter difficulty delivering your parcel (a problem with your address for example).

What are the usual delivery times and days for GLS? Can I change them?

Our deliveries are guaranteed to most French departments within 24 hours. For European destinations, parcels going to neighbouring countries are delivered between 24 hrs and 96 hrs, for more distant destinations delivery times are generally between 72 hrs and 120 hrs.

If your delivery is by FlexDeliveryService, we will let you know an estimated delivery slot (3 hrs). However, this time slot cannot be changed.

For all other services, our drivers deliver your parcels from Monday to Friday, 8.00 am to 6.00 pm.

If you have received a delivery note (paper or by email), you can log on to www.uni-track.fr. Once you have filled in the your delivery note reference number and the first part of the delivery address postcode, you will be able to change the delivery date.

How do I know where my parcel is right now?

With online parcel tracking, you can track your parcel at any time. Please note that GLS uses distribution centres, so the delivery route or location of your parcel may not always seem direct or close to your home.

To find out where your parcel is now, simply enter its number or the number on the delivery note.

Track my parcel

Can the GLS driver contact me before arriving at my home?

If your delivery is by the FlexDeliveryService, you will be notified the day before your delivery by email or SMS. A 3 hours time slot will be given, allowing you to be present when our driver stops by.

For all other services, our drivers deliver your parcels from Monday to Friday, 8.00 am to 6.00 pm.

If you are absent when our driver stops by, a delivery note will be left in your letterbox allowing you to organise a new delivery of your parcel by clicking on www.uni-track.fr.
Once you have filled in the your delivery note reference number and the first part of the delivery address postcode, you can change the delivery date.

I'm away a lot. Can I choose a new delivery option?

If your delivery is by the FlexDeliveryService, you are notified by email and SMS about the estimated time slot for the delivery driver to stop by (3 hrs) and can choose your preferred delivery solution.

For all other services, when ordering online, you can often specify another delivery address, for example at your workplace if your employer allows you to do so.

You can also set up an authorisation for home delivery to the desired location in your absence. The delivery driver can then leave the parcel at your address in your absence, in an easily accessible place indicated to him by you.

If you have not selected one of these options in advance and if no third party can receive it, subject to the availability of our partner, your parcel can be delivered to a nearby ParcelShop so that you can pick it up easily.

If none of these alternative solutions are available to our driver, then your parcel will be returned to our delivery agency.

Arrange a new delivery of my parcel

Is it possible to make an appointment with GLS?

If your delivery is by the FlexDeliveryService, you will be notified the day before your delivery. A 3 hr time slot will be given, allowing you to be present when our driver stops by. If you are not available for the proposed time slot, please let us know by clicking on the link you will have received by email or SMS.

For all other services, deliveries are made from Monday to Friday, 8.00 am to 6.00 pm. If you are absent during our driver's first visit, you will be able to communicate your delivery wishes to us through your delivery note (on paper or online). After filling in your delivery note reference number as well as the first part of the delivery address postcode, you can choose a new delivery option by clicking on www.uni-track.fr.

Arrange a new delivery of my parcel

Can I authorise GLS to leave the parcel at an agreed place?

You can authorise GLS to leave the parcel at an agreed place, for example in your garage. Simply download the residential drop-off authorisation, print it out, fill it in and follow the written instructions, or hand it directly to the GLS delivery driver.
This residential drop-off authorisation can be a once-off or generally. You may also revoke it at any time by submitting a request to us.

Download the authorisation for drop-off without a signature.

Can GLS leave my parcel with a neighbour?

If you are absent, the delivery driver can give your parcel to a neighbour, with signature required. The delivery driver will leave a delivery note with the important information.

What happens if I am absent when the driver stops by?

GLS will always endeavour to find a trusted third party (caretaker, neighbour, etc.) who agrees to receive your parcel and sign for it. If no neighbour can receive it, and subject to our partner's availability, your parcel can be delivered to a nearby ParcelShop.

If either of these solutions cannot be implemented, our driver will automatically return your parcel to the GLS depot for a new delivery attempt. If the second attempt by the delivery driver is also unsuccessful, the parcel will be returned to your sender after a holding period of 10 working days during which you can collect your parcel from the GLS depot.

In all cases, GLS will leave a delivery note. Once you have filled in your delivery note reference number and the first part of the delivery address postcode, you can choose a new delivery option by clicking on www.uni-track.fr.

Reschedule my delivery

If your delivery is by the FlexDeliveryService, you can choose online the solution that best suits your availability before the delivery driver stops by by clicking on the link in the email and SMS that GLS sent you.

Parcel info by email and SMS

I received a delivery note. What are my delivery options?

Using the delivery note number, you can access your parcel information free of charge allowing you to:

  • Know the Parcel Shop address (if your parcel has been dropped off there)
  • Collect your parcel from a GLS drop-off: if you wish to collect your parcel today, this is the most suitable solution: come to the GLS branch that has your parcel. With branches located close to your home and near main roads, there's no reason to wait! Your parcel will remain available for 10 working days.

Track my parcel

  • Reschedule your delivery to a new address or for a new date.
  • Authorise home drop-off without a signature being required: your parcel can be delivered to your home without being signed for, a solution particularly suitable for detached house deliveries. For example, you can tell GLS to drop off your parcel in the garden shed.

Reschedule my delivery

If your delivery has the FlexDeliveryService option, you can also choose to have your parcel delivered to a Parcel Shop.

How can I have my order delivered to my workplace or to another address?

If your delivery is by FlexDeliveryService, you can choose your preferred delivery solution from the link in the email and SMS sent to you.

For the other services, if you have received a delivery note (on paper or online), you can log on to www.uni-track.fr. Once you have filled in your delivery note reference number and the first part of the delivery address postcode, you will be able to change your address.

Reschedule my delivery

Can GLS drop off my parcel at a Parcel Shop?

Yes, only if your sender has subscribed to the appropriate services. You have the option of having your parcel delivered to one of the 5,200 Parcel Shop in the network. To retrieve your parcel, you will simply need to show a valid ID card or passport and the delivery note.

At which Parcel Shop was my parcel dropped off?

In the online parcel tracking function, once you have indicated your parcel number or delivery note reference number and your postcode, you can see the address of the Parcel Shop where your parcel has been dropped off. You will also find all the information you need to get there (opening hours, directions).

Track my parcel

Can someone else pick up my parcel at a ParcelShop?

All you have to do is give informal written authorisation to that person. This authorisation must include your name and address, as well as the name and address of the person who will pick up the parcel. You can also fill in the form on the delivery note. The person authorised will have to show the authorisation and a valid identity card or passport.

How do I know the address of my nearest ParcelShop?

Simply use the ParcelShop search function on our website or via the free GLS App to find the name of the nearest retailer and directions to get there.

Locate a ParcelShop

Download the GLS App

I wish to return my parcel. How do I proceed?

GLS also offers a returns service. If your sender has chosen to take advantage of this solution:

  • Either a GLS return label is already attached to your shipment.
  • Or you must inform your sender that you wish to return the parcel. He/she will then send you a ready-to-use label by email or send you a link to download it.

To return your parcel, you will then simply need to affix the return label to the parcel and drop it off at the ParcelShop of your choice. GLS will take care of the rest.

Locate a ParcelShop

My parcel is damaged. What can I do?

If your parcel shows external damage, you can refuse it. GLS will return it to the depot and inform the sender.

If the contents are damaged, we invite you to contact your sender and send him/her a registered letter within 72 hrs of the your parcel delivery date stating the damage you noticed when opening your parcel.

You can also send him/her photos of the contents as well as the cardboard/packaging protecting your goods.

GLS cannot and is not authorised to check the contents of the parcels sent.

My parcel was marked as delivered but I did not receive it. What should I do?

If your parcel is notified delivered but you have not received it, we invite you to address a complaint to your sender. To do so, you must send them a sworn statement of non-receipt.

Download the sworn statement of non-receipt of parcels

My question is not on that list. Where can I get information?

Please contact your local GLS depot.

Locate a GLS depot