Complaints

If you have any cause for complaint

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If you are unhappy with any aspect of our service, please let us know. The damage and loss ratio of GLS is consistently at a very low level, because GLS sets great store by reliability. If you nevertheless are not satisfied with our service, please let us know. You can do this online using the contact form. Alternatively you can call the hotline.

To ensure your complaint is handled quickly, please tell us the parcel number and – if available – the Track ID from your notification card, so we can take care of your complaint as quickly as possible.

What should I do if my 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, you can refuse to accept the parcel. GLS will then return the parcel to the depot and inform the sender about the complaint.

If you accept a seemingly intact parcel and subsequently discover that the contents are damaged, you 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.