FAQ

Frequently asked questions and answers

Regular shipment

Occasional shipment

Recipients

 

Regular shipment

How long does it take GLS to deliver parcels?

National parcels usually reach their destination the next working day after the pick-up. For deliveries to neighbouring European countries, standard delivery times are generally between 24 and 48 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.

More information

What does GLS offer for international shipment?

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

More information

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 delivery and 31,5kg for international delivery. Contact GLS customer service for more information.

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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.

Contact us

I want to send bulky items. What do I need to consider?

Some shipments cannot be transported by the conveyor belts in our automatic sorting systems because of their size or outer packaging. GLS sorts and scans these “non-conveyable” consignments manually in the depots and distribution hubs. This incurs a surcharge. This includes among others:

  • Sacks, rolls, bales of cloth, canisters, plastic buckets, wooden boxes
  • Parcels with protruding parts of any kind

For more information contact GLS customer service.

Depot finder

Which goods are excluded from delivery?

Inadequately and/or unconventionally-packed goods are generally excluded from delivery by GLS. Computers (e.g. desktop computers or notebooks) are only transported in their proper original packaging. Also excluded from delivery are among others:

  • Oversized parcels and parcels with weight exceeding allowed limit;
  • Tied and attached parcels and parcels in any wooden packing;
  • Perishable goods, infectious goods and any inappropriate goods;
  • Corpses of persons or animals;
  • Live animals and plants;
  • Goods in bags and lose ground;
  • Goods of high value, such as cash, precious metals, monetary units, payment documents, lotteries, genuine pearls, precious stones and jewellery;
  • Works of art and antiques;
  • Goods requiring controlled temperature;
  • Firearms, ammunition, explosives etc.;
  • Parcels to be delivered to post boxes;
  • For transportation abroad: any goods subject to consumption tax, alcohol, tobacco products and parcels to be delivered to private entities;

Any goods within ADR category (hazardous goods);

Cigarettes and drugs.

Any personal movable assets and goods subject to consumption tax and carnet ATA goods shall be excluded from transportation abroad.

Senders are obliged to notify GLS Slovakia in writing of any parcels, value of which exceeds EUR 5,000.

Further information can be found in the general terms and conditions

General Business Conditions

Can I track parcels in real time?

Yes, all parcels within Slovakia 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.

Go to Parcel tracking

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 EUR 331.94 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 Slovakia. On request, a higher liability limit can be agreed. Simply contact GLS customer service for more information.

Contact

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. Additionally, senders can book the ThinkGreen-Service for an environmentally-neutral delivery.

More information

How long does it take GLS to deliver parcels?

National parcels usually reach their destination the next working day after the pick-up. For deliveries to neighbouring European countries, standard delivery times are generally between 24 and 48 hours; and for almost all countries at a larger distance within 72 to 120 hours. GLS delivers Monday to Friday during normal business hours.

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

You can contact your contact at GLS or our customer service on +421 45 52 42 500* or (0)18 585* (* Fixed phone lines. You pay according to the tariff of your phone provider). Or submit your question in writing using the contact form.

Contact

Occasional shipment

How do I send parcels with GLS?

As a private customer or a company that occasionally sends small numbers of parcels, you can send your parcels from any GLS ParcelShop or ParcelLocker throughout Slovakia.

More information

How much does it cost to send parcels with GLS?

Prices for occasional senders depend on the parcel size. If you send parcels via a GLS ParcelShop or ParcelLocker, the ParcelShop price list applies.

Price list

To which countries can I send a parcel?

Parcels from the GLS ParcelShops or GLS ParcelLockers can be sent to a large number of countries in the European Union.

Shipping information

How long does delivery usually take?

National parcels are generally delivered on the next working day after the pick-up. Deliveries to neighbouring European countries generally take between 24 and 48 hours, and to almost all countries at a larger distance between 72 and 120 hours . GLS delivers Monday to Friday during normal business hours. Find out here where your parcel is right now – and when delivery is expected to take place.

Parcel tracking

Where can I hand over parcels?

You can hand over your parcel at any GLS ParcelShop or place it in a GLS ParcelLocker for pick-up by GLS. There are 150 ParcelShops and 10 ParcelLockers throughout the country. Simply use our location finder to search for one.

ParcelShop and ParcelLocker finder

Where can I find my nearest ParcelShop?

You can find the next GLS ParcelShop right in your area. Simply use our practical location finder.

Search ParcelShops

Where can I find my nearest ParcelLocker?

Simply use the practical ParcelLocker finder to discover your nearest ParcelLocker.

Search ParcelLockers

How large can 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

The size of parcels sent via ParcelLockers is limited to the actual size of the respective ParcelLocker boxes.

The package machine provides 20 boxes in three different sizes. The maximum parcel size can be: 60 x 60 x 60 cm.

What is the maximum weight for a parcel?

Parcels may weigh a maximum of 31,5kg.

Which goods are excluded from delivery?

Inadequately and/or unconventionally-packed goods are generally excluded from delivery by GLS. Computers (e.g. desktop computers or notebooks) are only transported in their proper original packaging. Also excluded from delivery are among others:

  • Parcels with a goods value of over 5 000 EUR
  • 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 recipient’s post-office box
  • Particularly valuable items (e.g. gold, precious metals and stones, real jewellery and real pearls, works of art, antiques)
  • Telephone cards and pre-paid cards for mobile phones
  • Firearms, ammunition, explosives and similar
  • Commodities listed in the ADR (Regarding the International Transport of Hazardous Goods on Public Roads) or IATA (for air transport) as hazardous goods
  • Tobacco and spirits (if sent abroad)

Further information can be found in the shipping guidelines as well as in the General Business Conditions for GLS ParcelShops.

General Terms & Conditions for ParcelShops

What do I need to keep in mind when packing goods?

When packing goods, you need to consider the type, weight and resilience of the goods being sent. Outer packing, internal padding, adhesive tape and parcel labelling are all important.

How do I find out where a parcel is right now?

With the parcel tracking function you can track your parcel online at any time. Simply enter the parcel number.

Parcel tracking

Can I send parcels by express delivery via a ParcelShop or ParcelLocker?

No, shipment of express parcels is not possible via GLS ParcelShops or GLS ParcelLockers.

Are parcels insured with GLS?

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 331,94 € 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 Slovakia.

How many parcels can I send at one time?

You can send as many parcels as you like.

What happens if a parcel can’t be delivered?

If recipients are not present at the first delivery attempt, the delivery driver will ask a neighbour to accept the parcel. If that is not possible, the driver will take the parcel to a GLS ParcelLocker if one is nearby. Otherwise, he will take the parcel back to the GLS depot and undertake a second delivery attempt within the next working days. If the second delivery attempt fails and the parcel is taken back to the depot, GLS can also make a third delivery attempt at the consignee’s request within the storage period. If the sender activated the FlexDeliveryService, the recipient can influence the parcel delivery by choosing from a number of delivery options via the GLS Delivery Manager.

Delivery manager

In any case, the delivery driver leaves a notification card for the recipient, who can contact GLS to agree the second delivery attempt. If GLS is not contacted, an automatic delivery attempt will be made before the parcel is returned to the depot. If the second and third delivery attempt is also unsuccessful, GLS will return the parcel to the sender after a storage period of five working days from the pick-up day.

What does GLS do to protect 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.

More information

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

Simply call our hotline for senders on 18 585 or +421 45 5242 500 (* Fixed phone lines. You pay according to the tariff of your phone provider) or submit your question in writing using the contact form.

Contact

For recipients

When will my parcel arrive?

Parcels within Slovakia are usually delivered 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

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 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 the web application GLS Delivery Manager to communicate the best conditions for next delivery attempt. You can select from a range of options online 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 ParcelShop or 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 text message 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 the sender activated the FlexDeliveryService, the recipient can choose the delivery to a GLS ParcelShop or GLS ParcelLocker via the GLS Delivery Manager. GLS will inform you about the delivery to the GLS ParcelShop or GLS ParcelLocker via email or text message if the sender forwarded it to GLS (with your consent). You then have five working days to collect a parcel from GLS ParcelShop and 2 working days from GLS ParcelLocker. Note: To collect a parcel you will need a valid identity card or passport.

Where can I find my nearest ParcelShop or ParcelLocker?

Simply use the GLS location finder to search for a ParcelShop or a ParcelLocker and directions.

Search ParcelShops and ParcelLockers

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 box 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
  • Refuse acceptance: the parcel is then returned to the sender.
  • Delivery to a GLS ParcelShop
  • Delivery to a GLS ParcelLocker for pick-up whenever it suits you. You receive the access code as soon as the parcel is placed in the locker by the delivery driver.
  • 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).

Can I pay cash on delivery parcels by debit or credit card?

Yes, cash on delivery parcels can be paid in cash or by credit or debit card – provided that the sender has activated the BankCardService in addition to the CashService.

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 delivery 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 track your parcel. If your parcel was shipped with FlexDeliveryService, a notification e-mail has 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 with our customers service on +421 45 52 42 500* or (0)18 585* (* 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 customer service on +421 45 52 42 500* or 18 585* (* Fixed phone lines. You pay according to the tariff of your phone provider). Alternatively, send your question via the contact form.

Contact