FAQ

Frequently asked questions and answers

When will my parcel arrive?

Parcels within Croatia are usually delivered within less than 24 hours. In Europe, standard delivery times generally lie between 24 and 96 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.

Parcel tracking

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

First, GLS will attempt to find a neighbour willing to accept and sign for your parcel. If no neighbour can accept your parcel, GLS will leave a notification card and take the parcel back to the depot (distribution centre).

In both cases, the delivery driver leaves a notification card with information about the neighbour’s name and/or GLS contact information. You can arrange a new delivery attempt by contacting GLS via e-mail or phone. If the FlexDeliveryService has been activated by the sender, you can select a delivery option online using the web application Delivery Manager. You can contact GLS via email, phone or web application GLS Delivery Manager to communicate the best conditions for the next delivery attempt. Online you can select from a range of options to redirect your parcel and GLS will make another delivery attempt in accordance with your instructions.

More about the FlexDeliveryService

If the second delivery attempt fails, GLS can make a third attempt at the consignee’s request within the storage period. If the last delivery attempt is also unsuccessful, the parcel will be returned to the sender after a storage period of four working days from the pick-up day.

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. If you did not choose this option in advance, a neighbour might accept your parcel.

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.

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, on a chosen day, which you specify
  • Parcel delivery to a designated place without POD
  • Refuse acceptance: the parcel is then returned to the sender.
  • Collect the parcel yourself at the depot: The parcel remains in the depot and is available for collection for four working days.

The choice of delivery options is available if the sender has activated the FlexDeliveryService and has forwarded your e-mail address and/or mobile phone number to GLS (with your consent).

More about the FlexDeliveryService

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 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 delivery 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 the GLS depot. The parcel number will also be included on the card, enabling you to use the parcel tracking function.

If shipment tracking does not help you, get in touch using the contact form or call our hotline for recipients on: +385 1 204 2672. The parcel number helps us, so please have it ready.

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

Simply call our hotline for recipients: +385 1 204 2672. Alternatively, send your question via the contact form.

Contact