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 28 days of your scheduled collection date. What is refunded: the transportation cost only. Add-ons such as insurance, Flexible Cancellation and other extras are not refundable. If the order did not include Flexible Cancellation, a €6 Cancellation Fee per parcel is deducted from the transportation cost; this fee cannot be waived or refunded. The exact amount is shown …

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".

For collections in Sweden the label is not created on Ecoparcel. The courier partner produces it and emails it to the shipper's email address before the pickup. That is why the Documents tab of the order shows no label and the tracking page says "Labels will be emailed by the courier before pickup."Once the courier has sent the email, the tracking page shows a Contacted event with the note "Label emailed to the shipper". Sometimes that is several days before the collection, sometimes on the col…

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 is deducted when you request a refund for a cancelled or uncollected order that did not include Flexible Cancellation. Why it is charged: by the time an order is cancelled, the collection has already been booked with the courier. The fee covers that failed or cancelled collection attempt and the administration of the refund. It is a fixed charge per parcel, it cannot be waived, and it is not refunded later. Example: a 3-parcel order without Flexible Can…

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.