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Svar från EcoParcel

Good afternoon,

Yes, we guarantee one collection attempt as part of the service. If the courier decides to return on the next business day, this is at their discretion and not something we can guarantee.

In cases where the initial collection fails and no second attempt is made, the order is marked as cancelled.

However, to help resolve such situations, we offer a Rebook Collection option through the "My Orders" self-service interface. This allows you to request another collection attempt for a fee of up to €5 (update address and select a new collection date), which covers the cost of the additional collection, not the full transportation charge.

Svar från EcoParcel

Hi Katie,

When contacting us, make sure to select the correct category. As you've selected "Open a business account" and the request was related to the order that's in progress, the request went to the incorrect department.

I have escalated this matter to our operations team - the refund has been issued.

Have a nice day.

Svar från EcoParcel

Good afternoon,

Please note that our system automatically closes tickets if we don’t hear back within five days. Since our last communication—confirming the successful delivery of your three parcels—we have not received a response, the ticket was closed.

If there’s anything else we can help you with, please feel free to open a new ticket.

Regarding the delay you experienced, it occurred because the shipper did not label the parcels before handing them to the courier, despite selecting a service that requires label printing.