In our Help Center, you will find all the information you need to resolve your queries, manage incidents and find out more about Packlink.
If after exploring our portal, you cannot find the answer you were looking for, we will be glad to help you. Our Customer Support Team is available from Monday to Friday from 08:00 to 20:00 and Saturday from 09:00 to 18:00 (except bank holidays).
We offer two support options for our customers. Below you can choose the one that best suits your query and follow the contact instructions:
Option - 
Self Service
This allows you to quickly obtain general information about your shipment without assistance. Through this option, you will be able to:
- Track and check the status of the parcel.
- Consult the carrier's details (company name, type of service you have purchased, tracking number, etc.).
- Review the data of the shipment (sender and recipient names, origin and destination addresses, weight and dimensions of the parcel, extra protection amount, etc.).
- Download the documents associated with the shipment (label, commercial invoice or customs invoice).
- Check the shipment's Packlink reference number.
To use this option, please follow the steps below:
- Access the Packlink support page.
- Then, select Self Service.
- Enter your Order Reference. This is an alphanumeric code of 41 digits that includes letters, numbers and dashes (Example: UNCOM2025-450p8212-a29c-46k7-i774-2023l5121185).
You can find it in the service confirmation email sent by Packlink after purchasing the shipment. - Click Send info.
Option - 
Contact Support
This allows you to receive personalised assistance in the event of issues with your shipment or problems with the platform. Through this option, you will be able to report incidents according to the following categories:
- Labels: if you are unable to download the shipping label. If there is an error, you will need to cancel the shipment and create a new one.
- Pickup: if the carrier has not collected the parcel or you have had problems dropping it off at an office, ParcelShop or locker.
- Delivery: if the recipient has not received the parcel or there have been problems with the delivery.
- Cancel: if you want to cancel the shipment and request a refund.
- Tracking: if the tracking information for the parcel is not up to date.
- Billing: if you have concerns about the invoice or have been charged by Packlink.
- Claims: if you want to report damage to goods or the loss of a parcel.
- Technical Issues: if you have any questions about the use of the platform or the shipping process.
To use this option, please follow the steps below:
- Access the Packlink support page.
- Then, select Contact Support.
- Choose the category that best fits your case.
- Enter the Email you used to purchase the service and the Packlink reference number of the shipment. This is an alphanumeric code of 19 digits that includes letters and number (Example: UN2025COM0000000000). You can find it in the service confirmation email sent by Packlink after purchasing the shipment, or you can also retrieve it using the tool available in our Help Center.
- Fill in the required fields with the requested information and click Send.
After submitting your request, you will receive a confirmation email informing you that we have successfully received your message. Our agents will review your case and provide you with a response and solution as soon as possible.
In case you prefer to contact an agent via Chat, click Live Chat.
In our Help Center we explain how to check the status of requests submitted to Packlink.