FAQ
Shipping
How long does it take GLS to deliver parcels?
National parcels usually reach their destination within a standard delivery time of less than 24 hours (excluding islands). In Europe, standard delivery times are generally between 24 and 96 hours. GLS delivers Monday to Friday during normal business hours.
Can I send parcels via GLS as a company without signing an offer?
Companies who do not have daily needs to send parcels can use the platform
www.paket.hr and send parcels via GLS without signing an offer.
When ordering, please enter the company VAT number into provided coresponding field. It is not possible to change the invoice later!
Can I send parcels via GLS as a private person?
Private persons can also send parcels via GLS delivery service using the platform www.paket.hr
Does GLS offer dispatch systems solutions?
GLS provides companies with IT dispatch systems that correspond to their requirements and parcel volumes. The systems can be adapted to senders’ IT systems.
What does GLS offer for international shipment?
GLS offers reliable European delivery to its customers.
More information can be found in the product descriptions in the section “Products and services”.
What is the maximum dimension and weight of the parcel?
GLS transports parcels up to a maximum of 40kg. A parcel may not exceed the following dimensions:
- Length: 200 cm
- Combined length and girth: 300 cm
- Calculation of max. combined length and girth: 2 x height + 2 x width + 1 x longest side
For a Business-Small Parcel the maximum length is 40 cm, and the maximum permissible weight is 2 kg.
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 for the products and services that meet your needs.
I want to send bulky items. What do I need to consider?
Some parcels 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. The fee for manipulation of such parcels is charged per parcel according to the valid price list.
This includes among others:
- Sacks, tyres, rolls, bales of cloth, canisters, plastic buckets, wooden boxes
- Parcels with protruding parts of any kind
GLS customer support will be happy to assist you with additional packaging tips. Customer service hours are Monday through Friday, 7am to 6pm.
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:
- goods packed inadequately and/or not in the standard forms of packaging customary in trade
- consignments that are clearly overweight or oversized
- bundled parcels, parcels dispatched in wooden crates
- perishable, infectious or repugnant goods
- human remains
- livestock and plants
- consignments in sacks, bags, or loose-packaged consignments
- highly valuable goods, e.g. cash, precious metals, documents with monetary value, drawn lottery tickets and similar, true pearls, precious stones, jewellery
- works of art, objects of sentimental value
- temperature-controlled goods
- munitions, firearms, explosives and similar items
- parcels addressed to the Addressee’s post-office box or a property identified by its land registry title number
- in the case of export consignments, goods subject to excise duty, alcoholic drinks and tobacco
- commodities listed in the ADR Convention (Regarding the International Transport of Hazardous Goods on Public Roads) as hazardous goods
In the case of parcels of foreign destination, personal belongings, goods subject to excise and consumption duty, as well as goods accompanied by ATA Carnets are also refused for shipment.
The Client is obliged to notify GLS, prior to dispatch, about any parcels with a value that exceeds EUR 5,000 .
Further information can be found in the shipping guidelines as well as in the conditions.
Can I track parcels in real time?
Yes, all parcels within Croatia 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.
What is the standard liability amount 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 HRK 1,250 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 Croatia. On request, a higher liability limit can be agreed. Simply contact your GLS depot for more information.
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 ClimateProtect initiative.
My question isn’t listed here. Where can I get more information?
The GLS customer care team and your contact in the GLS depot will be happy to help you. You can also call our hotline for senders: +385 1 204 2672 . Or submit your question in writing using the contact form.
Recipients
When will my parcel arrive?
Parcels within Croatia are usually delivered within less than 24 hours. In Europe, standard delivery times generally lie between 24 and 96 hours. GLS delivers Monday to Friday during normal business hours. Parcel tracking shows you the expected delivery date.
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.
What happens if I’m not at home at the time of delivery?
First, GLS will attempt to find a neighbour willing to accept and sign for your parcel. If no neighbour can accept your parcel, GLS will leave a notification card and take the parcel back to the depot (distribution centre).
In both cases, the delivery driver leaves a notification card with information about the neighbour’s name 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 the best conditions for the 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 the 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 four 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. 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.
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 designated place without POD
- Refuse acceptance: the parcel is then returned to the sender.
- Collect the parcel yourself at the depot: The parcel remains in the depot and is available for collection for four working days.
The choice of delivery options is available if the sender has activated the FlexDeliveryService and has forwarded your e-mail address and/or mobile phone number to GLS (with your consent).
My parcel is damaged. What can I do?
If your parcel is externally damaged, you can refuse to accept it. GLS will then return the parcel to the depot and inform the sender. If the contents are damaged, please contact the sender. GLS cannot and must not check the contents of sent parcels.
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 the GLS depot. The parcel number will also be included on the card, enabling you to use the parcel tracking function.
If shipment tracking does not help you, get in touch using the contact form or call our hotline for recipients on: +385 1 204 2672 . 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: +385 1 204 2672 . Alternatively, send your question via the contact form.