FAQs

Frequently asked questions and answers

When will my parcel arrive?

The time your parcel will be delivered depends on the delivery method selected by the sender. If the status ‘Out for delivery’ is displayed in the Track & Trace system and ‘Express/XPR’ is not specified for the product, a standard delivery will take place between 8.30 am and 6 pm the next working day. Via our Track & Trace system you can request the planned delivery time frame.

What does ‘Not out for delivery’ mean?

Not out for delivery means your parcel cannot be delivered. This might be because the address is incomplete or incorrect. Please check the details shown in Track & Trace and contact the sender if necessary.

I received an e-mail confirming the parcel has been shipped, but no data can be found via Track & Trace. What can I do?

You will receive an e-mail from the sender as soon as the parcel is registered at GLS. However, GLS sometimes might not pick up your parcel within the next hours. Your parcel will not be shown up in the Track & Trace system until we have picked it up and scanned it.

If you still cannot see any information after one working day, please contact the sender. He can verify the date your parcel has been shipped.

I’m not at home. Can GLS leave my parcel at a ParcelShop for me to collect?

If the delivery driver does not find you at home, he will try to leave the parcel at your neighbours. If this is not possible, the parcel will be taken back to the GLS depot. The delivery driver will always leave a notification card (‘Niet Thuis Bericht’). You can then choose one of the redirection options on the GLS website, for example ‘Delivery to a GLS ParcelShop’.

Go to parcel redirection

If the sender of your parcel has booked the FlexDeliveryService, you have received an e-mail informing you about the date the sender registered the parcel at GLS. This service allows you to influence delivery according to your wishes until midnight the day before delivery. You can for example change the delivery day or have the parcel delivered to one of the GLS ParcelShops.

More about the delivery options

What does ‘Misrouted’ / ‘Sorting Error’ mean?

Misrouted or Sorting Error means that there has been a technical error and the parcel has been directed into the wrong depot and/or delivery tour. The delivery of your parcel will be delayed by one working day.

Why is a depot other than the one in my region listed in the Track & Trace data?

Every depot where your parcel is scanned is listed in Track & Trace. This can be the depot realising the delivery of your parcel, but it can also be the depot where the sender has initially brought and registered your parcel.

What does ‘Delivery tour not completed’ mean?

Delivery tour not completed means that due to external circumstances, the delivery driver was unable to finish the tour. Your parcel will be delivered on the next working day.

What does ‘Inaccessible location’ / ‘Traffic problems’ mean?

Inaccessible location or Traffic problems means that the delivery driver was unable to reach the delivery address, for example due to roadworks. Your parcel will be delivered the next working day.

I can’t track my parcel via Track & Trace – the parcel number has 11 or 12 digits. What can I do?

Parcels with an 11 or 12-digit parcel number have usually been sent from abroad. You can track them via the website of the GLS Group .

My parcel was sent with cash-on-delivery. Can I pay by debit card?

The cash-on-delivery amount can only be paid in cash. You furthermore need to pay the exact amount. The delivery driver generally does not have change.

I am not at home at the time of delivery, nor are my neighbours. Can GLS leave my parcel at an agreed place?

GLS Netherlands never leaves parcels unattended, even with your permission. Every parcel delivery has to be confirmed by signature.

If the sender has booked the FlexDeliveryService, you have received an e-mail informing you about the date the sender has registered the parcel at GLS. This service allows you to influence delivery according to your wishes until midnight the day before delivery. You can for example change the delivery day or have the parcel delivered to one of the GLS ParcelShops.

More about the delivery options

Can I be notified when the delivery driver is in the neighbourhood?

For reasons of safety, privacy legislation and the efficiency of our operational procedures, it is not possible for delivery drivers to inform you when they are in the neighbourhood.

The Track & Trace status of my parcel is ‘Arrival’. Does this mean that the delivery driver has already been at my address?

Arrival (also ‘Data creation’ or ‘The parcel was handed over to GLS’) means that the parcel has arrived at one of the GLS depots. If the delivery driver is already on his way to you, the status is ‘Out for delivery’. After a successful delivery, the Track & Trace status will be ‘Parcel delivered’.

I saw that the delivery driver has been at my address, but the parcel could not be delivered, nor at my address, neither at my neighbours. Will he make a second delivery attempt on the same day?

Delivery drivers are unable to make a second delivery attempt on the same day. The delivery driver will leave a notification card (‘Niet Thuis Bericht’). You can then choose one of the redirection options on the GLS website, for example ‘Delivery to the same address on a specific date’.

Go to parcel redirection

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

If these frequently-asked questions and answers do not help you, please contact GLS by e-mail or telephone.

Contact GLS