FAQs

Frequently asked questions and answers

When will my parcel arrive?

Parcels within Portugal 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 or the Track ID.

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 to the nearest GLS ParcelShop. You then have 10 working days to collect your parcel, showing your photo ID (e.g. passport or identity card). If there is no ParcelShop nearby, GLS will take your parcel back to the depot (distribution centre), and attempt a second delivery the next working day.

If the second delivery attempt is also unsuccessful, the parcel will be returned to the sender after a storage period of 10 working days.

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 this is not possible a neighbour might accept your parcel or GLS may take it to the nearest GLS ParcelShop.

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.

Can GLS leave my parcel at a ParcelShop for me to collect?

Yes. If your parcel cannot be delivered to you or a neighbour, the driver will automatically take it to the nearest ParcelShop and leave a notification card for you. You then have 10 working days in which to collect it from the ParcelShop. Note: To collect a parcel you will need a valid identity card or passport.

Where can I find my nearest ParcelShop?

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

ParcelShop finder

Can another person collect my parcel from the ParcelShop?

Yes. Just hand the person an informal written authorisation. It should include your name and address, as well as the name and address of the collector. You can also fill in the form on the notification card. The authorised person must bring the authorisation and a valid identity card or passport.

I want to return my parcel. What do I do?

You can return parcels easily via a GLS ParcelShop, but 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, with a neighbour or in a GLS ParcelShop. The Track ID will also be included on the card, enabling you to use the parcel tracking function and the GLS parcel redirection function.

If shipment tracking does not help you, get in touch using the contact form or call our hotline on: +351 707 200 607 (The rates of your telephone provider apply). We will gladly try to answer your question. The parcel number or Track ID helps us, so please have one of these ready.

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

Simply call our hotline : +351 707 200 607 (The rates of your telephone provider apply). Alternatively, send your question via the contact form.

Contact