FAQs

Frequently asked questions and answers

When will my parcel arrive?

Parcels within Slovenia 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 48 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 take the parcel to a GLS ParcelLocker if one is nearby. Otherwise, the parcel will be taken back to the depot.

In all cases, the delivery driver leaves a notification card with information about the neighbour’s name, the ParcelLocker’s location 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. You can also directly choose a GLS ParcelLocker as alternative delivery spot. 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.

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

Yes. If neither you personally nor your neighbour can accept the parcel, you will have in some cases the possibility to redirect it to a GLS ParcelShop or GLS ParcelLocker.

If the FlexDeliveryService has been activated by the sender, you will get an e-mail or text message containing a link which directly leads to the website of the Delivery Manger. Then you can choose among several alternative delivery options – for example the delivery to a ParcelShop or ParcelLocker. You then have five working days in which to collect it from the ParcelShop or four working days to collect it from the ParcelLocker.

Where can I find my nearest ParcelShop or ParcelLocker?

Simply use the location finder to search for a shop or a locker and directions.

Location 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 out the form in the Delivery Manager web application. The authorised person must bring the authorisation and a valid identity card or passport.

Can another person collect my parcel from the ParcelLocker?

Yes. You will just have to provide the person who is to pick up your parcel with the ParcelLocker’s location and the access code.

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:

  • A second delivery attempt to your address – you choose on which day.
  • Delivery to another address, on a chosen day, which you specify
  • Parcel delivery to a GLS ParcelShop of your choice. You have five working days to collect your parcel there.
  • Delivery to a GLS ParcelLocker for pick-up whenever it suits you. You receive the access code as soon as the parcel has been placed in the locker.
  • Issue a drop off permission. The delivery driver can deliver your parcel to the place you specify, even if nobody is present.
  • Collect the parcel yourself at the depot: The parcel remains in the depot and is available for collection for five working days.

The choice of delivery options is available if the sender has forwarded your e-mail address to GLS (with your consent). It is also available if you contact GLS and receive access data to the Delivery Manager web application.

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. 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.

Price list

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 or the GLS parcel redirection function.

If your parcel was shipped with FlexDelivery-Service, a notification e-mail had been sent to you. The message contains information about your parcel status and a hyperlink to the redirection page.

If shipment tracking does not help you, get in touch using the contact form or call our customer service on +386 1 500-11-50* or +386 1 500-11-90* +420 840 123 456 (* Fixed phone lines. 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 +420 840 123 456 (* Fixed phone lines. You pay according to the tariff of your phone provider)

Alternatively, send your question via the contact form.

Contact