Collection enquiries

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.

Dropping offThe locker opens with the code on your label or the code the courier sent you for the drop-off. Scan or type it at the locker screen; the code is for that courier's network, not only for the locker you selected.Code rejected: check that the order is in status New and that the label is the current one. If it still fails, use another locker or parcel shop of the same courier, or write to us with the order code.Parcel does not fit: use another locker of the same courier with a larger c…

Usually yes. The label names the courier, and a drop-off label is valid for that courier's whole network. If the selected locker or parcel shop is closed, full or out of service, use any other locker or parcel shop of the same courier.The label is valid for as long as the order is in status New. No new order or label is needed within that time.If no point of that courier is reachable, cancel the order and book a new one with a different drop-off point. The usual cancellation rules and fees appl…

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…

The collection window is the courier's working day, usually 09:00 to 18:00 local time. The route is planned on the day, so:the window cannot be narrowed to a morning or afternoon slot;no exact time can be given;a same-day change is not possible.Some couriers show a collection window in tracking on the day. It is not guaranteed, least of all on economy services, which are designed for business collections during business hours and assume someone is present all day.Do not count on a call. Some co…

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.