Labels and Paperwork

Customs applies when either end of the route is outside the EU customs area. That includes the United Kingdom, Switzerland, Norway, Iceland, Andorra, San Marino, Gibraltar and the Channel Islands. The booking then adds a customs declaration step.The declaration at bookingEach item with a description, quantity, tariff code and value. The tariff code is checked as you type; a wrong code is a common cause of a hold.The shipper's and consignee's details, with tax numbers where the destination requi…

A claim is a ticket. When you press Submit Claim, a ticket opens in your help desk inbox. Every question, update and the decision arrive there; do not open a second ticket.Deadlines that apply to you (Terms and Conditions, section 12)Damage: submit the claim within 7 calendar days of delivery.Loss: submit within 7 calendar days of the parcel being classified as lost.Documents we or the courier request: provide within 7 calendar days, or the claim may be rejected.Keep the goods and all packaging…

Submit Claim opens only after the courier has recorded the parcel as damaged. If the parcel was delivered and you found the damage afterwards, the button shows "Action is not possible". Do this instead:Keep the item and all the packaging, outer box included.Photograph the damage, the packaging and the label.Report it on the order in the help desk within 24 hours of delivery, with the photos.We ask the courier to record the damage. Once recorded, Submit Claim opens on the order and you file the …

Most lost parcels come down to a label that came off along the way. It usually happens when the label's stuck to the wrapping instead of the parcel, so if the wrapping tears or slips off the label goes with it and there's no way to trace the shipment. Stick the label straight onto the parcel.How a parcel gets confirmed as lostTracking says delivered but the parcel did not arrive: open Manage Order, Dispute Delivery within 24 hours. We request the proof of delivery and a depot search; if the par…

The confirmation email is sent the moment the courier confirms the collection, normally within minutes of payment, or up to 24 hours for freight and pallets. Check the spam folder and the email address on the account.Emails are not resent. Everything they contain, the label included, is in My Orders under the order. See Where can I find a shipping label?.

Submit Claim opens only after the courier has recorded the parcel as damaged. If the parcel was delivered and you found the damage afterwards, the button shows "Action is not possible". Do this instead:Keep the item and all the packaging, outer box included.Photograph the damage, the packaging and the label.Report it on the order in the help desk within 24 hours of delivery, with the photos.We ask the courier to record the damage. Once recorded, Submit Claim opens on the order and you file the …

The label is in My Orders. Open the order and scroll to Documents. Labels, tracking and every other document for the order are there.When it appearsOnce the courier confirms the collection, normally within minutes of payment, or up to 24 hours for freight and pallets or in exceptional cases. The order confirmation email is sent at the same moment.On some routes the courier issues the label only the day before collection. The tracking page says so when that is the case.Collections in Sweden: the…

Invoices are issued once a month, on the 7th, for every order completed in the previous month. An order completed in July is on the invoice issued on 7 August.Where to find themAll invoices: the Invoices page in your account.One order: open it in My Orders and scroll to Documents. The monthly invoice that covers the order is there once issued; the label and other shipment documents are there from the start.Company and VAT details on the invoice are taken from your profile at the moment the invo…

The courier weighs and measures every parcel at the depot. If it is heavier or larger than declared, beyond a small per-parcel leeway, the difference is charged. The price runs on chargeable weight, the greater of actual and volumetric weight; see the volumetric weight calculator.Where to see it: My Surcharges in your account lists each surcharge with the declared and the measured figures, the amount and its status.How it is chargedThe amount is taken from your Ecoparcel balance.If the balance …