If you have any cause for complaint
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 submit complaints online by using the contact form. Alternatively you can call the hotline.
Please include the GLS reference (order number or Track ID) in the form for a faster and effective processing.
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, complaints should be directed to the sender. This is because GLS cannot check and must not check the contents of sent parcels. Postal secrecy also applies to GLS.
Each day GLS transports more than 1.5 million parcels across Europe. A range of safety measures keeps the damage and loss ratio at a constantly low level. As a result, it is below 0.01 percent. Regardless, it can still happen that a parcel is damaged and you want to file a complaint. If, for example, you see a hole in your parcel or fluid is leaking from it, you can refuse to accept it. If you don’t accept the parcel, you won’t need to file a complaint. GLS will then sort out the matter directly with the sender.
If you accept a seemingly intact parcel and discover later on that the contents are damaged, complaints should be directed to the senders, as they are responsible for handling and resolving such complaints.