Are there any weight or size restrictions for deliveries?
Yes, international deliveries have weight and size limits. Parcels can weigh up to 30kg, with total dimensions (length + girth) not exceeding 300cm. For pallets, the weight limit is 500kg, with a maximum height of 180cm. For an accurate quote and specific restrictions, please visit our homepage and enter your shipment details. For larger business-related deliveries, contact your account manager for assistance. If your parcel is large or light for its size, check our volumetric weight calculat…
No. A saved card can be replaced, not removed.An active payment method on file is required to use the service. Charges that arise after the order, such as a weight surcharge, are taken from it.We never see or store your card number. The card is held by our payment provider; your account keeps only the card brand and the last four digits.To replace the cardAt the next payment, at checkout or when topping up the balance, choose New card.Pay once with the new card.The new card becomes your saved c…
Yes. Open Balance in your account and choose Add Funds → Bank Transfer. The panel shows our bank details and your personal payment reference, which looks like ECO-0001234. Send a EUR SEPA transfer from your bank and include that reference. The reference is mandatory — it is how we match the money to your account. Funds are added to your balance within 24 business hours of reaching our account. No card is involved and Ecoparcel adds no fee. Business accounts get the +2% top-up bonus on tra…
Can parcels be collected on weekends or public holidays?
Parcel collections and deliveries are not available on weekends or public holidays. We operate only during standard business days to ensure reliable service. Please plan your shipment accordingly to avoid any inconvenience.
Charged twice, chargeback, negative balance, or payment taken but the order is unpaid
Two charges on the statementA card payment first appears as a pending authorisation, then as the charge. Some banks show both for a few days; the authorisation drops off on its own.A real duplicate shows as two lines in My Transactions in your account. If it does, write to us with the order code and both amounts; the duplicate is refunded to the card.Payment taken, order still unpaidThe bank's answer reaches us within one minute at most, and the order is marked paid the moment it arrives. Refre…
Flexible Cancellation is an optional add-on you choose at checkout. It costs €3 per order, whatever the number of parcels in it, and it means your full transportation cost is refunded if the order is cancelled or the collection fails (for example, the shipper was absent or the address was wrong). Without it, a €6 Cancellation Fee per parcel is deducted from the refund: €6 on a single-parcel order, €30 on a 5-parcel order. The fee cannot be waived. Flexible Cancellation costs less than one Ca…
Most of the services come with 100 EUR coverage. Additional coverage can be selected during the booking process. Additional coverage starts from 2 EUR per order.
I cannot register: the confirmation email does not arrive, or my phone number is rejected
The simplest way in: sign in with Google, Facebook or LinkedIn. No confirmation email, no password to keep, and the account is tied to a login you already protect.The confirmation emailIt is sent from an @ecoparcel.eu address the moment you register. Check the spam folder and the exact address you typed.To have it sent again, log in with your email and password. Until the address is confirmed, every login attempt sends a new confirmation email.A link only works once and only for the address it …