Transit enquiries

Unfortunately, we cannot provide the phone number of a courier. Couriers are not obliged to contact you by phone. In case they decide to do so, only local phone numbers will be contacted.

A return starts when the parcel cannot be delivered. The reason is in the tracking event that starts the return:delivery attempts failed, or the recipient refused the parcel;the address was wrong or incomplete;the parcel was not collected from the pickup point in time;the parcel was damaged, oversized, or contained prohibited items.A return cannot be turned around. The address cannot be corrected and the parcel cannot be stopped or redirected on the way back.The return address is the collection…

The estimated date comes from the courier's real performance, not from a promise.It is calculated from the last 30 days of deliveries by that courier on that route, so when transit times rise for any reason, the estimate follows on its own.It is measured in most cases from capital to capital. A collection or delivery far from the capital can add a day.Weekends and public holidays in any country on the route do not count, and no tracking updates over the weekend is normal.Gaps between scans are …

Tracking moves every time the courier scans your parcel, so you'll usually see it at collection, at sorting points along the way, and again on delivery. A quiet day or two is normal, especially over weekends and public holidays or on longer international routes, and some couriers scan less often, with a few only registering the parcel once it's out for delivery.After 3 business days without a tracking event we check with the courier. See my parcel is past its estimated delivery date.

In some cases, parcels may travel separately due to truck availability, which can cause delays in delivery. While some of your boxes have arrived, the remaining ones should be delivered shortly after. Please continue to track your shipment for the latest updates on their arrival.

Tracking updates are provided only during business days, as parcels do not move during weekends or holidays. Please wait for the next business day for updates.

If the tracking status indicates an "Incorrect address" event, please verify that your address is correctly formatted and includes all necessary details, such as a local phone number and contact name. To update your delivery address, please visit the "My Orders" section and select "Update Address". However, if you need to change the collection address, you'll need to cancel the order by selecting "Cancel Order" and place a new one with the correct information. We apologize for any inconve…

Order statusesNew: paid and sent to the courier. The label appears once the courier confirms.In queue: waiting for the courier's confirmation.In transit: at least one parcel has been collected and is moving.Completed: the courier has finalised the transport of every parcel: delivered, left at a pickup point, or returned. It is not proof of delivery to the door; check the parcel events.Partially completed: some parcels are finalised, others are still moving.Rejected: the order was submitted, but…

You can track your parcel in real-time by visiting https://track.ecoparcel.eu/. Enter your tracking number to see the latest updates on your shipment.

Your Ecoparcel order code is the only reference you need.It follows the parcel through every leg of the journey, even when the courier changes on the way.Ecoparcel tracking shows all legs in one live view.Tracking for a buyer or a marketplaceGive the Ecoparcel tracking link and the order code. It stays valid from collection to delivery.Questions and problems go through Ecoparcel, not the courier.The courier cannot act on an Ecoparcel order for you; we can.