Frequently asked questions and answers

When will my parcel arrive?

Parcels within Poland are usually delivered on the next day working day. In Europe, standard delivery times generally lie between 48 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 or the Track ID.

Parcel tracking

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

The GLS courier will contact you at the phone number provided by the sender and ask you to choose alternative delivery. For example, you can arrange to leave a parcel with the neighbor or in a safe place within the delivery address. Another option is the delivery to the nearest ParcelShop, where the parcel can be picked up on presentation of the photo ID (eg driver's license, identity card) within the next nine working days. If the contact details are missing, the consignment will be returned to the GLS depot. In this case, you can choose one of the options for forwarding the parcel over the Internet and GLS will make another attempt to make the delivery according to your preferences.

Parcel redirection

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

I am often not at home. How will I receive my parcel?

When ordering online you can often enter a delivery address other than your home. This, for example, can be your place of work if your employer agrees to this. Some of the online shops also allow you to select a GLS ParcelShop as a direct delivery address. GLS will inform you by e-mail or text message as soon as the parcel is delivered to the ParcelShop. You then have nine working days to collect your parcel by proof of identity.

If you chose your home address as delivery address, in case of absence you also have the possibility to allow GLS to deliver your parcel to a neighbour or to take it to the nearest GLS ParcelShop.

Can GLS leave my parcel with a neighbour?

Yes. If you are not at home and give permission to GLS, the driver can 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 ParcelShop for me to collect?

Yes. If your parcel cannot be delivered to you and you do not give GLS the permission to take it to a neighbour, the GLS driver will automatically take it to the nearest ParcelShop and leave a notification card for you. You then have nine working days in which to collect it from the ParcelShop. If the sender has booked the ShopDeliveryService, you can already select a ParcelShop as the delivery address when placing your order. Note: To collect a parcel you will need a valid identity card, driving licence or passport.

Where can I find my nearest ParcelShop?

Simply use the GLS ParcelShop finder to search for the nearest shop and directions.

ParcelShop finder

Can another person collect my parcel from the ParcelShop?

No, you can pick up a parcel in person only.

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:

  • parcel delivery to a GLS ParcelShop of your choice,
  • delivery to another address, which you specify (e.g. to your workplace),
  • a second delivery attempt to your address – you choose on which day,
  • collect the parcel yourself at the depot: The parcel remains in the depot and is available for collection for seven days. No second delivery attempt is made,
  • refusal of acceptance: the parcel is then returned to the sender,
  • issue a drop off permission when the FlexDeliveryService has been activated (also available for parcels to several European countries),
  • parcel delivery in the evening and on Saturdays in various German cities.
I want to return my parcel. What do I do?

Many senders have booked an additional GLS service for returns. This means, when returning goods, you simply attach the enclosed return label to the parcel and hand it over at a ParcelShop of your choice for free. GLS then does the rest. If a parcel does not include a return label, you can still return it via a GLS ParcelShop but you will have to pay the standard ParcelShop charges.

ParcelShop price list

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 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, in a GLS ParcelShop. The Track ID 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 GLS hotline on 46 814 82 20 (rates according to the prices of operator of the caller). We will gladly try to answer your question. The parcel number or Track ID helps us, so please have one of these to hand.

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

Simply call GLS on +48 46 814 82 20 (rates according to the prices of operator of the caller).

Alternatively, send your question via the contact form.