If you have questions regarding your shipment, such as tracking, how to cancel a shipment, how to schedule a new collection, how to request assistance with a delivery, you are in the right place. Here you can find the essential information needed when the parcel is in the process, or it has already been dispatched.
Pick Up
- How do I reschedule a pickup?
- Can I drop off my parcel at a BRT FermoPoint if I have selected a shipment with collection?
- What do I do if my package is not collected?
- Why didn't the courier collect my shipment at the scheduled time?
- Can I choose the collection time?
- What do I do if I wasn’t at home when they came to collect my package?
Delivery
- What do I do if I didn't receive all my parcels?
- What do I do if the package arrives damaged?
- How do I get the proof of delivery (POD)?
- What do I do if the recipient hasn’t received my package?
- What are the main differences between Estimated and Guaranteed delivery?
- Home deliveries and collections
Tracking
- How do I track my shipment?
- How can I retrieve my Packlink reference number?
- Shipment statuses
- Why is the tracking not available?
- Can I contact the courier?
- What does Incident mean?
Pack, measure and weigh your parcel
Billing
- Packlink tax details
- Which payment methods are accepted?
- Additional service charges
- Additional charges due to difference in weigh or measurements
- Unknown charges
- I’ve been charged twice, what do I need to do?
Customs
- Customs invoice and how to complete it
- What documents do I need if I ship outside the EU?
- What is the European Union and which countries are members?
- What is Customs?
- Do I have to pay customs fees?
- Sanctions and export controls
Cancel shipment
Claims
- The essential requirements for submitting a claim for damage, loss or missing content
- How can I request compensation for damage, loss or missing content?
- Coverage for second-hand goods
- What is the standard coverage of my shipment?
- Who should start a complaint?
- What’s the period to start a claim?