Frequently asked questions and answers
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.
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.
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.
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.
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.
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 ParcelShop or ParcelLocker via email or text message if the sender forwarded it to GLS (with your consent). You then have four working days in which to collect it from the ParcelShop or ParcelLocker. Note: To collect a parcel you will need a valid identity card or passport.
Simply use the GLS location finder to search for a ParcelShop or a ParcelLocker and directions.
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.
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.
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).
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.
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.
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.
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.