Collection enquiries

All shipments must be handed directly to the courier and cannot be left unattended. Leaving parcels or pallets unattended may compromise the safety of the shipment and hinder the successful collection.

A "Collection Problem" status means the courier attempted the collection but could not complete it — usually because the shipper was absent, the shipment was not ready, or it was not packaged correctly. What happens next: - We guarantee one collection attempt. Depending on the courier, a second attempt may be made automatically the next day, though this cannot be guaranteed. - If the parcel is still not collected, the order stays in Collection Problem and is automatically cancelled after 3…

If the collection address is an administrative building, hotel or student accommodation, then parcels must be left at the reception. In addition to that, the building name must be provided whilst placing an order in the field - "Company Name".

This depends on the service you select. Some services require the label to be printed and attached to the parcel, while others allow the courier to bring the label. Please check the instructions during the booking process.

You can request a refund once your order has been cancelled, from My Orders → Request Refund. Refunds must be requested within 7 days of your scheduled collection date. The refund is returned to your Ecoparcel account balance, ready to use on your next shipment. When you request it, you can instead choose to send it back to your original payment card. Many customers — businesses especially — prefer to keep it as balance. If the order did not include Flexible Cancellation, a €6 Cancellatio…

As soon as we issue the refund you'll see it in your My Transactions list. Where it goes depends on what you asked for:To your Ecoparcel balance, it's there to put towards your next order.To your original card, give it up to five business days to land, depending on how quick your bank is.So if it's already showing in My Transactions but hasn't reached your card yet, it's sitting on your bank's side, not ours.

If a collection could not be completed, you can arrange a new one from My Orders → Rebook Collection, once the order has been cancelled (an uncollected order is automatically cancelled after 3 days in Collection Problem). This creates a new shipping label and costs €5 per parcel, covering the courier's additional visit. Some business plans include free rebookings. Each order can be rebooked once. Depending on the courier, a second collection attempt may already be made automatically the next…

Please go to "My Order List", select the order in question and click "Update Address". Please note that as the order has already been processed, we will do our best to make the changes as quickly as possible. Please note that if the collection is cancelled due to an incorrect address, a new order will need to be placed.

We guarantee one collection attempt. However, depending on the courier service, additional collection attempts may be made. If the collection is missed, contact us to explore options for rescheduling.

Collections from airports are not available. Please provide an alternative address, such as a home or business location, for the courier to collect your shipment.

Please head to the section "My Order List", please select the relevant Order and at the top right corner there are actions that you can do. For example, "Rebook Collection" or "Request a Refund".

When a collection comes back as "shipper absent", it means the courier couldn't complete the pickup, and that can happen for a few reasons even when you were there waiting:The address has to be reachable. In places where buildings don't have apartment numbers, the contact name on your order needs to match the name on the intercom, or the driver has no way to reach you.If you're sending from a student residence, hotel, reception or office building, put that building's name in the Company Name fi…

If your parcel was not collected as scheduled and the status still shows "NEW," ensure that the collection date wasn’t a public holiday. If the issue persists, contact our support team for assistance.

A Cancellation Fee of €6 per parcel applies when you request a refund for an order that was cancelled or not collected, if that order did not include Flexible Cancellation. The fee covers the collection the courier had already arranged. It is deducted from your refund, and the exact amount is shown before you confirm the refund request. How to avoid it: add Flexible Cancellation during checkout. With it, your full transportation cost is refunded if the order is cancelled or the collection…

Couriers are not obligated to call before their arrival. However, if they do decide to contact you, please note they will only call local phone numbers. We kindly recommend ensuring someone is available at the collection or delivery address during the scheduled timeframe to avoid any inconvenience.