FAQs

Frequently asked questions and answers

Shipping

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Recipients

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Regular shipment

How long does it take GLS to deliver parcels?

National parcels usually reach their destination on the next working day after the pick-up. For deliveries to neighbouring European countries, standard delivery times are generally between 24 and 72 hours; and for almost all countries at a larger distance within 72 to 120 hours. GLS delivers Monday to Friday during normal business hours.

How does the shipment processing work with GLS?

GLS provides companies with IT dispatch systems that correspond to their requirements and parcel volumes. The systems can be adapted to senders’ IT systems.

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What does GLS offer for international shipment?

GLS offers reliable European and worldwide parcel delivery to its customers, as well as express delivery throughout Romania. More information can be found in the product descriptions in the section “Shipping solutions”.

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How large may a parcel be?

A parcel may not exceed the following dimensions:

  • Length: 200 cm
  • Width: 80 cm
  • Height: 60 cm
  • Combined length and girth: 300 cm
  • Calculation of max. combined length and girth: 2 x height + 2 x width + 1 x longest side

How much may a parcel weight?

The maximum weight is 40 kg for national and international delivery. Exceptions apply to a small number of countries for worldwide shipping. Contact GLS customer service for more information.

How much does parcel delivery cost with GLS?

Precisely how much it costs to send a parcel depends on your wishes and requirements. If you send parcels regularly, you will get an individual offer from GLS.

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Which goods are excluded from delivery?

Inadequately and/or unconventionally-packed goods are generally excluded from delivery by GLS. Also excluded from delivery are among others:

  • Goods that require particularly careful handling (e.g. fragile goods)
  • Perishable or temperature-managed goods
  • Livestock and plants
  • Human or animal remains
  • Parcels addressed to the recipients’ post-office box
  • Particularly valuable items (e.g. gold, precious metals and stones, documents with financial value such as tickets or winning tickets, real jewellery and real pearls, works of art, antiques)
  • Firearms, ammunition, explosives and similar
  • Commodities listed in the ADR (Regarding the International Transport of Hazardous Goods on Public Roads) as hazardous goods
  • Tobacco and spirits (if sent abroad)
  • Consignments (goods) personal belongings, that are prohibited in accordance with all applicable sanctions, for example because of their contents, a targeted recipient or the country to or from the goods are shipped; sanctions include all applicable laws, regulations and measures imposing penalties (including any trade or economic restrictions or sanctions) to countries, individuals or legal persons, including but not limited to sanctions brought by the United Nations Organisation, the European Unoin and the member states of the European Union.

Further information can be found in the General Terms and Conditions.

General Terms and Conditions

Can I track parcels in real time?

Yes, all parcels within Romania can be tracked in real time by the sender and recipient using parcel tracking. Internationally, GLS already provides real-time delivery information in many countries thanks to mobile data transfer from vehicles. Scanned data from the hubs and depots of all GLS subsidiaries is immediately fed into the GLS IT system and is directly available online. Simply enter the parcel number.

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What is the standard insurance sum of a parcel? Is an additional insurance possible?

GLS is liable for loss or damage of parcels in its custody. Liability does not include consequential damages like loss of profit. If the sender takes out no transport insurance, GLS compensates the value of the goods beyond the statutory limitation of liability up to a maximum of RON 700 per parcel. Value of the goods is defined as the purchase price, for second-hand goods the current value or for goods dispatched on occasion of an auction the auction price, depending on which amount is the lowest in the individual case.

You can find further information in the terms and conditions of GLS Romania. On request, a higher liability limit can be agreed. Simply contact GLS customer service for more information.

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What does GLS do for the environment?

GLS is committed to the responsible use of resources, the reduction of emissions, and the optimisation of waste disposal. All GLS subsidiaries have obtained the ISO 14001 certification for their environmental management systems. GLS coordinates and promotes all activities to protect the environment across the Group within the framework of the ThinkGreen initiative.

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

The GLS customer service or your contact at GLS will be happy to help you. You can also call our hotline for senders on +40 269 501 900 (* Fixed phone line. You pay according to the tariff of your phone provider)

Or submit your question in writing using the contact form.

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Recipients

When will my parcel arrive?

Parcels within Romania are usually delivered on the next working day after the pick-up. In Europe, standard delivery times for parcels to neighbouring countries generally lie between 24 and 72 hours. For all European countries at a larger distance, delivery times usually lie between 72 and 120 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.

Parcel tracking

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

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 back to the depot.

In both cases, the delivery driver leaves a notification card with information about the neighbour’s name and/or GLS contact information. You can arrange a new delivery attempt by contacting GLS via e-mail or phone. If the FlexDeliveryService has been activated by the sender, you can select a delivery option online using the web application Delivery Manager.You can contact GLS via email, phone or web application GLS Delivery Manager to communicate best conditions for next delivery attempt. Online you can select from a range of options to redirect your parcel and GLS will make another delivery attempt in accordance with your instructions.

If second delivery attempt fails, GLS can make a third attempt at the consignee’s request within the storage period. If the last delivery attempt is also unsuccessful, the parcel will be returned to the sender after a storage period of five working days from the pick-up day.

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 you did not choose this option in advance, a neighbour might accept your parcel.

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. If GLS has received your e-mail address or mobile number from the sender (with your consent), you will be informed via e-mail or SMS about the delivery time and the neighbour´s name.

What is parcel redirection?

If the sender activated the FlexDeliveryService, you as the recipient can choose what happens next by using the GLS Delivery Manager. Your parcel redirection options are as follows:

  • An additional delivery attempt to your address – you choose on which day.
  • Delivery to another address, on a chosen day, which you specify.
  • Collect the parcel yourself at the depot: The parcel remains in the depot and is available for collection for five working days.
  • Refuse acceptance: the parcel is then returned to the sender.

The choice of delivery options is available if the sender has forwarded your e-mail address to GLS (with your consent).

My parcel is damaged. What can I do?

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 sender.

In case of any visible damage to the parcel or packaging, you can check the content of the parcel upon delivery. The delivery driver records this checking in a report prepared together with the recipient.

If you accept a parcel, that seems to be intact and discover that the contents are damaged when you open it, 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.

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 depot. The parcel number will also be included on the card, enabling you to use the parcel tracking function. If your parcel was shipped with FlexDeliveryService, a notification e-mail had been sent to you. The message contains information about your parcel status and a hyperlink to the Delivery Manager.

If shipment tracking does not help you, get in touch using the contact form or call our hotline for recipients on +40 269 501 900(* Fixed phone line. You pay according to the tariff of your phone provider) We will gladly try to answer your question. The parcel number helps us, so please have it ready.

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

Simply call our hotline for recipients on +40 269 501 900 (* Fixed phone line. You pay according to the tariff of your phone provider)

Alternatively, send your question via the contact form.

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