SendGLS Terms & Conditions

Version 44. Valid from 1 June 2024

1. Application

1.1. These Terms and Conditions apply to all activities carried out by General Logistics Systems Denmark A/S, Kokmose 3, 6000 Kolding, CVR 10549744, tel. 76331111, hereinafter referred to as GLS, for the purchase of parcel shipping via send.gls.dk or via the GLS app and deposited through a GLS ParcelShop. These Terms and Conditions apply to shippers, whether the activities are carried out by GLS or one of our subcontractors/partners.

Shippers registered with CVR are referred to our General Terms and Conditions for Businesses.

2. Scope of service

2.1. GLS organises and carries out the collection, sorting, and/or distribution of parcels according to specific agreements with individual customers. GLS performs this task in accordance with the Postal Act and the company’s licence for nationwide commercial postal services.

2.2. GLS delivers to business and residential addresses, as well as to ParcelShops.

2.3. Special agreements for delivery may apply on smaller islands. A list is available upon request.

2.4. As a customer via send.gls.dk or the GLS app, parcels can only be sent to countries within the EU.

2.5. GLS does not commit to specific delivery times. Delivery of parcels is carried out according to the current distribution plan. The indicative transit time within Denmark from the receipt of the parcel by GLS is 1 business day, though 2 business days for Anholt and Bornholm.

2.6. Delivery to business and residential addresses

2.6.1. GLS can deliver to any person at the consignee’s address. It is the consignee’s own responsibility to forward it to any designated person. In some countries, delivery to a neighbour or a collection point may occur if the consignee is not available at the address. GLS does not deliver to private addresses in all countries; in such countries, delivery is made to a collection point instead.

2.6.2. Parcels can only be left at a specific location without a signature upon written agreement between GLS and either the consignee (authorisation) or the shipper (DepositService). GLS considers the parcel correctly delivered when it has been placed at the agreed location. In certain cases, GLS may determine that it is not safe to leave the parcel. In such cases, the parcel will be delivered in accordance with section 2.6.4.

2.6.3. If parcels weigh over 20 kg, they are only collected and delivered from/to ground level unless there is a lift available at the address.

2.6.4. If GLS does not find anyone at the consignee’s address, GLS will deposit the parcel at a GLS ParcelShop or at a GLS depot if the conditions in section 2.6.2 are not met. The consignee will be informed about this and the latest date for collection at the ParcelShop. If the parcel is not collected by the specified date, GLS will return the parcel to the shipper.

2.6.5. Parcels can only be sent to business addresses where a consignee is present for at least 6 hours a day between 7:00-17:00, at least 4 weekdays a week, or where there is a permanent authorisation linked to the address. If the consignee’s address does not meet these conditions, the shipment may be alternatively delivered to a ParcelShop.

2.7. Delivery to ParcelShop

2.7.2. GLS delivers parcels to GLS ParcelShops in Denmark. The storage period in the ParcelShop is 7 calendar days. After 7 calendar days, GLS will return the parcel to the shipper.

2.7.1. GLS reserves the right to deliver to a different ParcelShop than the one selected by the customer. The shipper is encouraged to inform their parcel consignee about this.

2.8. In some countries outside Denmark, no receipt is issued upon delivery.

2.9. Returns are sent to the shipper’s address specified in the order, and no additional fee is charged for this.

2.10. It is not possible to have parcels delivered to an alternative address or redirected.

2.11. It is the shipper’s responsibility to obtain a receipt for the submission of parcels.

3. Distribution

3.1. Minimum and maximum size and weight of parcels that GLS distributes:

Minimum: 10 x 15 x 1 cm.
Maximum: 200 cm on the longest side, 80 cm in width, and 300 cm in length + circumference.
For private consignees in Sweden, the maximum length is 180 cm.
Maximum weight: 20 kg.

Instructions for measuring your parcel:
Length + circumference is measured as 2 x height + 2 x width + length.

Parcels exceeding the above size/weight limits will be returned to the shipper if possible.

3.2. The shipper is responsible for ensuring that the parcel is marked with only one complete label. Labels must not be wrapped around the parcel or placed in a way that barcodes and text cannot be read/scanned. The label must be placed on the largest surface of the parcel. Parcel labels must not be reused.

3.3. The shipper is responsible for ensuring that all relevant data related to each shipment is complete and accurate.

3.4. The shipper is responsible for providing adequate and secure packaging.

3.5. Parcels that are strapped together must be of the same size and must be bundled on the largest surfaces of the parcels. A maximum of two parcels may be strapped together. Strapped parcels must not exceed 1 metre on the longest side and must not exceed a total weight of 15 kg. If multiple parcels are strapped or taped together, only the parcel with the label will be compensated in the event of damage or loss. GLS does not perform packaging checks and does not cover damages to parcels if GLS assesses that the packaging was not adequate and secure according to guidelines.

3.6. Parcels must be packaged in a way that they can be processed in an automatic sorting system, where it is not possible to account for directional markings, glass labels, "handle with care" labels, or similar instructions.

3.7. All shipments, particularly those containing porcelain, glass, technical equipment (including flat screens, computers, IT, laser equipment), and other fragile items, must be packaged in a sturdy outer packaging (cardboard boxes or other suitable transport packaging). The inner packaging must consist of tight-fitting, shock-absorbing material (for technical equipment, it must be custom-moulded). The packaging must fit the contents, leaving space for shock-absorbing inner packaging. All empty spaces must be filled with suitable materials to protect the contents. The shipper must ensure that no movement, pressure, or shock can occur, either between the items themselves or between the contents and the outer packaging.

3.8. Damage caused by vibrations to internal components that are not secured properly during transport is not covered by GLS.

3.9. Items packed in glass or with liquid content must be packaged in a way that matches the description in section 3.6. The inner packaging must protect the items from external impacts and absorb and prevent potential leakage from the items. The shipper must ensure that no movement, pressure, or shock can occur between the items themselves or between the contents and the outer packaging.

3.10. In the event of damage to items that could harm personnel, equipment, or other parcels, GLS reserves the right to destroy the contents.

3.11. For proper and secure packaging of the shipment, refer to: Secure packaging for private customers.

3.12. GLS does not distribute or compensate for the following:

3.12.1. Parcels sent to P.O. box addresses.3.12.2. Tyres.

3.12.3. Dangerous goods (with the exception of limited quantities - LQ). Limited quantity (LQ) shipping is not possible by ship or plane.

3.12.4. Human remains, living or dead animals, and their ashes.

3.12.5. Weapons, weapon replicas including soft guns, and weapon parts, as well as active/inactive ammunition or explosive elements. Weapons are defined in accordance with the applicable weapons legislation.

3.12.6. Perishable goods and dry ice.

3.12.7. Cash, financial instruments, precious stones, works of art.

3.12.8. Goods that are illegal to import, export, or distribute in the shipper’s, consignee’s, or transit countries.

3.12.9. Duty-paid goods such as cigarettes, tobacco, and alcohol for delivery outside Denmark.

3.12.10. Goods transported under the TIR Convention.

3.12.11. Parcels that cannot be distributed due to sanctions, e.g., because of their contents, the intended consignee, or the country from which or to which they are sent. Sanctions laws include any laws, regulations, and statutes that impose sanctions on countries, individuals, or entities (including trade restrictions and economic sanctions), including but not limited to sanctions imposed by the UN, EU, and EU member states.

3.12.12. GLS reserves the right to reject items at any time if their nature or packaging poses a danger to GLS or GLS employees, damages other shipments or facilities, or if they are offensive or inappropriate.

3.13. The shipper is obligated to compensate any direct or indirect losses incurred by GLS, GLS partners, or other customers as a result of the contents listed in sections 3.12.2 to 3.12.12 and any direct or indirect losses resulting from inadequate packaging, as stated in sections 3.2 to 3.11.

3.14. GLS is not obligated to examine whether the parcel contains goods listed in sections 3.12.2 to 3.12.11 or whether the packaging is sufficient as stated in sections 3.2 to 3.11.

3.15. Shipments must comply with applicable laws at all times, and it is the shipper’s responsibility to ensure that the shipment complies with the law and is correctly labelled.

3.16. GLS reserves the right to stop or alternatively deliver shipments at any time if it is associated with physical or psychological risks to perform the delivery. This could, for example, be due to flooding, fallen trees, lack of snow clearing, icy roads or driveways, loose animals, or threatening/offensive individuals.

3.17. For shipments that do not comply with or are suspected of not complying with the above, GLS reserves the right to reject the shipment without notice, stop the distribution, and may return the shipment or destroy it at the shipper's expense.

4. Payment and validity

4.1. Online purchases of parcel labels can only be made with payment via credit card or MobilePay.

4.2. The price is determined based on the current price list at the time of payment. The price list can be found on send.gls.dk .

4.3. GLS charges the amount after the order of an online parcel label is placed.

4.4. GLS does not refund the already paid amount in the case of returned parcels.

4.5. The customer will receive an electronic order confirmation and a QR code for printing the label at the submission point after ordering a parcel label.

4.6. The label is valid for 14 days from the date of the order confirmation. After this, it is no longer possible to scan the label in a GLS ParcelShop. If the label is not used within the validity period, it is forfeited, and no refund is given.

5. Refunds

5.1. For online purchases of parcel transport with GLS, there is no right of withdrawal according to the Consumer Agreements Act.

5.2. However, we would like to offer customers the opportunity to get a refund for the purchase as long as the service has not been used, i.e., before the first scan of the label, but no later than 14 days after the date of the order confirmation, cf. section 4.6.

5.2.1. If the customer wishes to get a refund, this can be done via the link received in the email with the order confirmation. The amount will be refunded within 7 business days.

6. Claims

6.1. Damage or defects must be reported in writing on gls.dk/skade .

6.2. The following deadlines apply for complaints:

• 6.2.1. In case of damage to or shortage in content, the shipper or consignee must notify GLS within 5 business days of delivery; otherwise, all claims are forfeited.
• 6.2.2. In the case of missing or delayed delivery, the shipper or consignee must notify GLS no later than 6 months from the shipping date. GLS may search for a parcel for up to 10 business days from the day of the inquiry.

6.3. GLS must receive the following photos of damaged parcels and packaging:

• Photos of all external sides of the parcel.
• Photos of all internal protective packaging.
• Photos of the damaged content.
• A photo of the attached GLS label on one of the packaging pictures.

Otherwise, GLS may require the consignee to make the damaged parcel available for collection at the delivery address in its original packaging. If this is not possible, GLS may reject any compensation for the specific shipment.

6.4. If the damaged parcel is moved from the consignee's address before GLS has had the opportunity to inspect the parcel (cf. section 6.3), the right to compensation lapses.

7. Undeliverable goods

7.1. GLS sells or destroys all untraceable parcels in accordance with the current postal legislation.

8. Limitation of time

8.1. In the case of damage to or shortage of goods, legal action against GLS must be initiated within 1 year from the delivery date (cf. section 2) or from the day GLS has sent a message about unsuccessful delivery attempts, cf. section 2.

8.2. In other cases (e.g., loss, delay), legal action must be initiated against GLS within 1 year from the day the loss could first be detected.

9. Limitation of liability

9.1. GLS is responsible for the parcel from the time it is received by the GLS ParcelShop (with a receipt or submission scan) until the parcel is delivered, cf. section 2, or until GLS legitimately stops distribution.

9.2. GLS's liability is limited to the following:

9.2.1. GLS sets compensation based on the value of the parcel (cf. section 9.2.1.1.), but a maximum of DKK 4,500 per parcel, excluding shipping costs.

9.2.2. GLS may also require the customer to send the item for repair and will, in this case, compensate the documented repair costs, up to a maximum of DKK 4,500.

9.2.1.1. Valuation is carried out as follows:

9.2.1.1.1. For private shippers:

• New items are valued at the documented purchase price, including VAT.
• Used items are valued at the documented sales price.9.2.1.1.2.

For CVR-registered shippers:

• New items are valued at the documented cost price, excluding VAT.
• Used items are valued at the current market value or documented cost price, with the lowest value applicable.
• For rental items, valuation is based on the documented cost price or the value of similar items of the same kind, age, and condition, with the lowest value applicable. If there is no suitable reference item, compensation is based on GLS’s assessment of the value.

9.2.2. GLS cannot be held liable for delays caused by conditions mentioned in sections 3.1-3.12.12.

9.2.3. If a loss related to loss, damage, or delay is due to actions or omissions by the shipper or consignee, GLS is under no circumstances liable for compensation.

9.2.4. In the case of delays, GLS only reimburses the shipping cost of the delayed parcel. GLS only provides compensation for delays exceeding 10 business days from the expected delivery date.

9.2.5. If a lost parcel is recovered within 15 business days after compensation has been accepted and the compensated amount exceeds DKK 1,000, GLS will invoice the shipper for the compensated amount.

9.2.6. Items recovered after compensation is accepted will always be returned to the shipper unless the full sales price has been compensated.

9.2.7. GLS does not compensate for damage or loss related to the types of shipments listed in sections 3.12.1-3.12.12.

9.2.8. GLS does not compensate for outer packaging.

9.2.9. GLS does not compensate for cash, gift cards, lottery tickets, tickets, scratch cards, documents, and similar items.

9.2.10. GLS does not compensate for damage resulting from incorrect packaging. For correct packaging, see section 3.

9.3. GLS does not compensate for indirect losses, operational losses, lost profits, or other losses. GLS is not liable for losses due to circumstances that can be characterised as force majeure, work stoppages, strikes, wars, terrorist acts, natural disasters, epidemics, cyber-attacks, etc.

10. Personal data

10.1. It is the customer’s responsibility to ensure that the personal data required to perform GLS services is accurate and can legally be transferred to GLS.

10.2. All personal data received by GLS is covered by GLS's data protection policy, which can always be found on GLS's website. GLS acts as an independent data controller in connection with parcel distribution.

11. Jurisdiction and venue

11.1. GLS reserves the right to change the General Terms and Conditions at any time and without notice.

12. Opportunity to appeal

12.1. All disputes regarding these Terms and Conditions must be settled under Danish law.

12.2. The court in Kolding shall have jurisdiction as the first instance for all disputes regarding these Terms and Conditions.

13. Complaint options

12.1 A complaint about GLS can be submitted to the Danish Civil Aviation and Railway Authority, Carsten Niebuhrs Gade 43, 1577 Copenhagen V or at info@tbst.dk .