Collection enquiries

The driver works from the order details, not from notes. What reaches the courier is what is on the order, so enter the address completely and correctly when booking:Address: street name, building number, apartment number and any local detail the country uses, for example "Piso" and "Esc." in Spain. See the address format for your country: https://en.wikipedia.org/wiki/Address_format_by_country_and_areaCompany name: the company, building, hotel, student residence or university name. This makes …

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.

Collection problem means the driver could not complete the collection. The events that follow name the reason:Wrong address: correct it with Manage Order, Update Address. See the wrong address was entered, how to change it.Shipper was absent: see the courier marked shipper absent.Insufficient customs declaration: complete it and book again.While the order is still liveManage Order, Rebook Collection, tick Check with the courier. No charge.One collection attempt is included. We ask the courier w…

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.