Recipient
Are you a parcel recipient and do you have a question? Check the frequently asked questions below with answers that may be of interest to you as a recipient.
Is your question not listed? Please contact us via the contact page.
When will my parcel be delivered?
When we deliver your parcel depends on the delivery method chosen by the consignor. GLS delivers parcels with a domestic destination within 1 working day after receipt of the parcel on Mondays to Fridays. If the consignor of your parcel chooses Saturday delivery, this is also possible.
Are you expecting a parcel from abroad? Then the delivery time depends on the country your parcel is coming from. The standard delivery time for destinations within Europe varies between 1 and 3 working days.
As soon as your parcel arrives at a Dutch depot, the expected delivery date and time will be shown on our Track & Trace.
On Track & Trace it says the parcel has been delivered, but I haven't received it.
Expecting a small parcel? Then check your letterbox as well. The delivery driver may also have delivered the parcel to your neighbours. If your neighbours have not received the parcel either, please contact us via the button below. We will then ask the deliverer where the parcel was delivered.
Can I adjust the delivery in advance or in the interim?
Before the first delivery attempt
Yes, you can. When we have received your e-mail address from the sender, you will receive an e-mail from us asking where and when you would like to receive the parcel. Using the link in the e-mail, you can give us your delivery preference (e.g. alternative date, delivery to a GLS Parcel Shop or delivery with deposit permission). If you do not provide an alternative delivery date, we will deliver your parcel the next working day.
If we do not have your e-mail address, you will find the expected delivery date and time via Track & Trace.
After the first delivery attempt
Yes, you can. Were you not at home on the first delivery attempt and delivery to your neighbours was not possible? Then you can choose from various delivery options with the Not-Home-Message, which was left by the delivery driver and/or sent by e-mail:
- A second attempt at the address known to us - you choose the day of delivery.
- A second attempt at the address known to us where the driver may drop the parcel at a location of your choice (single deposit permission) - you choose the day of delivery.
- Delivery of your parcel at a GLS Parcel Shop or automatic parcel locker of your choice.
- Refusal of your parcel: the parcel is then returned to the sender.
I am not at home and neither are my neighbours. Can I inform you that my parcel may be deposited somewhere?
Yes, you can. When the consignor has given us your e-mail address, you will receive a message allowing you to pass on the delivery preference to us. One of the options is that you give us one-time deposit permission. We will then leave the parcel at the location of your choice.
If we do not have your e-mail address, the delivery driver will leave a Not-Home-Message (Niet-Thuis-Bericht) if he is unable to deliver your parcel to a neighbour. We are not allowed to leave the parcel unattended without your permission. Scan the QR code on the Not-Home-Message (Niet-Thuis-Bericht) to indicate your delivery preference.
You also have the option to give us continuous deposit permission. This allows us to leave your parcel(s) at a location of your choice around your home. This then applies to all future deliveries via GLS, very convenient! You can sign up for this using the button below.
The address known to you is incorrect, how can I change it?
If you want to change your address, contact the sender. They are the only ones allowed to modify the address due to fraud sensitivity.
I received a Not-Home-Message (Niet Thuis Bericht) by e-mail while I was at home. What can I do?
How unfortunate that the parcel is not in your possession! Making a new delivery appointment can be done via the e-mail you received from us.
It is not possible to send the delivery driver back on the same day, but we would like to ask the delivery driver what might have happened. We will then include this in our quality measurement.
My parcel no longer gets updates in Track & Trace. Has it been lost?
We're sorry to hear that the parcel is taking longer than you expected! Is the parcel coming from abroad? Check our holiday planning to see if your parcel has been delayed because of holidays in the country of origin.
The delivery time depends on the country the parcel is coming from. The standard delivery time for destinations within Europe varies between 1 and 3 working days. When your parcel is on its way, Track & Trace shows you the last location where it had a scan. So don't worry if the parcel has not had a scan within the standard delivery time, it is on its way to you.
If the parcel has not had an update for a longer time, it is best to contact the sender. They can check the delivery times for you and, if necessary, start an investigation with us. This is the quickest way, as they can send us additional information immediately.
My parcel has been delivered damaged. What can I do?
We are very sorry to hear that your parcel arrived damaged! Is the content of your parcel damaged? Please contact the sender immediately. Also send photos of the damage. The sender will report the damage to us and deal with the administration. They can also assess whether there is a possibility of sending you a replacement shipment.
What does this Track & Trace status mean?
An overview of various statuses in Track & Trace
| (Code) Status | Explanation |
| (0.100) The parcel data was entered into the GLS system | Your parcel was entered into the GLS system by the consignor. From this moment it is possible to track your parcel via our Track & Trace website. When GLS has received the parcel the status will change to 'The parcel was handed over to GLS'. |
| (1.0) The parcel has left the parcel center | Your parcel has left a GLS depot and is in transit to an other GLS depot. When your parcel is out for delivery the status will change to 'The parcel is expected to be delivered during the day'. |
| (2.0) The parcel has reached the parcel center | Your parcel has arrived at a GLS depot. When your parcel is out for delivery the status will change to 'The parcel is expected to be delivered during the day'. After a succesful delivery the status will change to 'The parcel has been delivered'. |
| (3.0) The parcel has been delivered | We have delivered your parcel to the address indicated. If it was delivered to your neighbours, you will have received a Not-Home-Message (Niet-Thuis-Bericht). |
| (3.121) The parcel has been delivered at the neighbour's | We have delivered your parcel to a neighbour. You have received a Not-Home-Message (Niet-Thuis-Bericht) and/or an e-mail with details. |
| (3.124) The parcel has been delivered at the Parcel Shop | We have delivered your parcel to a GLS Parcel Shop. You have received an e-mail with details if your e-mail address is known to us. |
| (4.32 / 12.32) Further address information is needed | We could not (yet) deliver your parcel. We will send you an e-mail asking you to provide us with the correct address. If we do not have your e-mail address, we will ask the sender to update it. |
| (4.40) The parcel could not be delivered as the consignee was absent | The delivery driver was unable to deliver your parcel to your home address or your neighbours. There is a Not-Home-Message (Niet-Thuis-Bericht), with which you can make a new delivery appointment. |
| (8.0) The parcel is stored in the parcel center | We have stored your parcel at our depot as it could not be delivered because, for example, you were not at home. Information may also be missing for correct delivery. |
| (11.0) The parcel is expected to be delivered during the day | Your parcel is on its way with the delivery driver and will be delivered during the day. On the Track & Trace website the time frame within GLS will deliver your parcel can be viewed. |
What happens if a parcel cannot be delivered?
If you are not at home at the first delivery attempt, the delivery driver will ask one of your neighbours to accept your parcel. If this is not possible, the delivery driver will leave a Not-Home-Message (Niet-Thuis-Bericht) and/or you will receive an e-mail. This allows you to choose from various delivery options via our website for a second delivery attempt. Are you still not at home on the second delivery attempt? Then you can only collect the parcel from a GLS Parcel Shop or an automated parcel locker.
If you do not choose an alternative delivery option, we will return a parcel originating from the Netherlands to the sender within 5 working days. If your parcel comes from abroad, we will hold it for you for 10 working days before sending it back.
I just missed the delivery driver, can he try again later?
No, you can't. The delivery driver cannot make a second delivery on the same day. A Not-Home-Message (Niet-Thuis-Bericht) has been left, which allows you to choose from various delivery options via our website for a second delivery attempt. Where possible, we will also inform you via e-mail.
I expect a parcel from abroad. How can I track my parcel?
International parcels can be tracked using the parcel number and your postal code. As many countries do not have a combination of numbers and letters for postal codes, you can enter your postal code without letters.
As soon as the parcel arrives at a Dutch depot, the expected delivery date and time will be shown on Track & Trace.
Can I have my parcel delivered at my business address?
Yes you can, but changes to the delivery address can only be communicated to us by the sender of your parcel, due to fraud potential. When passing on the address, please also make sure you pass on the company name to them.
When we have received your e-mail address from the sender, we will also send you a message before delivery in which you can choose delivery at a Parcel Shop or automated parcel locker near your home or work address. This way, you can pass on the delivery preference yourself, without having to contact the sender.
I have received a parcel not intended for me. What should I do?
Have you accepted a parcel for one of your neighbours? Then they will receive a Not-Home-Message (Niet-Thuis-Bericht) informing them that you have accepted the parcel. The parcel's shipping label will indicate for which neighbours it is intended.
Have you received a parcel whose address does not match your address or name? If so, please contact us using the button below. We need your e-mail address and contact details so we can pass them on to the sender. They will contact you to make sure the parcel can be returned.
I received a shipping confirmation by e-mail, but Track & Trace does not show any data.
We're sorry to hear that no details can be found on Track & Trace. We are happy to help you via the button below.
Why is a depot other than the one in my region listed in the Track & Trace data?
Every depot where your parcel has been scanned is displayed in Track & Trace. This can be the depot realising the delivery of your parcel, but it can also be the depot where the consignor has initially brought and registered your parcel.
Can the delivery driver notify me when he is in the neighbourhood?
No, that is not possible. Due to traffic safety and privacy laws, it is not possible for the deliverer to call you. If we have received your e-mail address from the sender, you will be informed by e-mail as soon as the delivery driver is in your area. In the message you receive from us, you can ask the driver to drop the parcel off at the last minute or have it delivered to a neighbour's house.
What is continuous deposit permission and how do I sign up for it?
With continuous deposit permission, you give us the opportunity to leave your parcel(s) at a place of your choice. This applies to all future deliveries via GLS, very convenient! You can register for this via the button below.
My Not-Home-Code is not working. What should I do?
If a Not-Home-Code does not work, it usually helps to go to Track & Trace with the parcel number and postcode.
I want to return my parcel. What should I do?
If you want to return your parcel, in some cases you can use the return label inside the parcel. You can also do this on request via the sender, in which case the return label will be sent to you by e-mail. Do you not have a return label inside the parcel and you cannot request this via the sender either? Then you can always return a parcel at your own expense via a Parcel Shop.
Can GLS deliver my parcel to a Parcel Shop?
Yes, we can. We will always deliver to your address without notice. If the sender has provided us with your e-mail address in addition to your address, you will receive a message in which you can pass on your delivery preference to us. This way, you can still choose for delivery at a Parcel Shop before the first delivery attempt. You will also receive an e-mail when your parcel is ready for you there.
If no e-mail address is known to us and you and your neighbours are not at home at the time of delivery, you will receive a Not-Home-Message (Niet-Thuis-Bericht) in your letterbox and/or an e-mail if we have your e-mail address. You can use this to make an appointment for delivery at a GLS Parcel Shop or an automated parcel locker.
Can someone else collect my parcel from the Parcel Shop?
Yes, they can. You will receive an e-mail from us with a unique code for collecting your parcel from the Parcel Shop. The code can be shared with the person authorised to collect the parcel for you.
Where can I find the nearest GLS Parcel Shop or automated parcel locker?
With over 800 Parcel Shops and 1,000 parcel machines, there is always one nearby.
Use the button below to find a Parcel Shop near you.
How long do I have to collect my parcel from a GLS Parcel Shop or automated parcel locker?
A parcel is kept for you for 5 working days in a Parcel Shop and 3 calendar days in an automated parcel locker. After that, it will be returned to the sender. Once the parcel has received a return scan, we cannot stop the return process. In this case, please contact the sender so they can send it back to you.
I have not received my parcel. What can I do?
Check the status of your parcel via Track & Trace. You have received the parcel number from the sender. If it is still not clear to you where your parcel is after consulting Track & Trace, please contact us easily via the button below so that we can help you further.
I do not have a parcel number. How can I track my parcel?
If you want to track your parcel via Track & Trace, you will need a parcel number and a postal code. If you do not have a tracking number, we advise you to contact the sender of the parcel.
I would like to refuse the parcel. Can I do that?
Yes, you can. Once we have received your e-mail address from the sender, you will receive a message allowing you to indicate your delivery preference. Here you also have the option to refuse the parcel. You also have the option of refusing the parcel at the door.
At what time will my parcel be delivered?
On our Track & Trace you will find an indication of the delivery time of your parcel. In many cases, we are able to predict the time of delivery with increasing accuracy throughout the day. Of course, the delivery driver can always face unforeseen circumstances, causing the time window to be missed. Don't worry, in many cases the delivery driver is still on his way to you.
My parcel has been delivered to an automated parcel locker, but I haven't received a code. How do I get this code?
We will send the code to the e-mail address that is known to us. Also check your spam mail, the e-mail may have ended up there.
If you cannot find the e-mail, our Customer Service will be happy to help you. You can ask your question by clicking the button below.
I want to make a complaint about the delivery. Where can I do that?
We're sorry to hear that the delivery was not to your satisfaction! We would like to hear what went wrong so we can improve our service. You can report the complaint via the button below.
How can I ensure that my parcel is not delivered to my neighbours?
Once we have received your e-mail address from the sender, you will receive a message from us in which you can indicate your delivery preference. You can change the delivery time to when you are at home or have the parcel delivered to a Parcel Shop.
Can I get in touch with the delivery driver?
No, you cannot. Direct contact with our delivery drivers is not possible, as we do not want to disturb them while they are driving for safety reasons. Our Customer Service department also has no way of contacting the deliverers by phone.
If you would like to pass on a compliment, question or complaint, please use the button below.
Is my parcel insured?
Should a parcel be damaged or lost, then only the sender can hold us liable. We have agreements with them regarding compensation.
My question is not listed here.
If the frequently asked questions and answers do not help you, please contact GLS by e-mail. Alternatively, you can also contact the consignor of your parcel.