FAQs
Frequently asked questions and answers
Regular shipment
How long does it take GLS to deliver parcels?
National parcels usually reach their destination within a standard delivery time of less than 24 hours. In Europe, standard delivery times are generally between 48 and 96 hours. GLS delivers Monday to Friday during normal business hours.
How does the shipment processing work with GLS?
GLS provides companies with IT dispatch systems that correspond to their requirements and parcel volumes. The systems can be adapted to senders’ IT systems.
What does GLS offer for international shipment?
GLS offers reliable European and worldwide parcel delivery to its customers. More information can be found in the product descriptions in the section "Shipping solutions".
How do I find out which products and services are available for a certain dispatch route?
Simply enter the starting point and destination of your consignment into the GLS product calculator. The available product and service combinations will be displayed immediately.
How large may a parcel be?
A parcel may not exceed the following dimensions:
Length: 200 cm
Width: 80 cm
Height: 60 cm
Combined length and girth: 300 cm
Calculation of max. combined length and girth: 2 x height + 2 x width + 1 x longest side
How much may a parcel weigh?
For deliveries to an address, the gross weight limit is 31.5 kg within Poland and 40 kg internationally, with exceptions for specific countries as indicated on the GLS website. For selected GLS Points (partner network, local shops and service points), the limit is 31.5 kg both within Poland and internationally, with some national exceptions. For other GLS Points and parcel lockers, the limit is 20 kg.
How much does parcel delivery cost with GLS?
Precisely how much it costs to send a parcel depends on your wishes and requirements. If you send parcels regularly, you will get an individual offer from GLS.
I want to send bulky items. What do I need to consider?
Some shipments cannot be transported by the conveyor belts in our automatic sorting systems because of their size or outer packaging. GLS sorts and scans these “non-conveyable” consignments manually in the depots and distribution hubs. This incurs a surcharge. This includes among others:
- Sacks, tyres, rolls, bales of cloth, canisters, plastic buckets, wooden boxes, parcels with protruding parts of any kind
For more information contact your GLS depot.
Which goods are excluded from delivery?
Inadequately and/or unconventionally-packed goods are generally excluded from delivery by GLS. Computers (e.g. desktop computers or notebooks) are only transported in their proper original packaging. Also excluded from delivery are among others:
- Parcels with a goods value of over PLN 6,000,
- Goods that require particularly careful handling (e.g. fragile goods),
- Commodities requiring a controlled temperature,
- Perishable goods or food products within the meaning of the Food and Nutrition Safety Act,
- Live animals and plants,
- Money and documents with monetary value (e.g. gift vouchers, cheques, debit and credit cards, securities),
- Particularly valuable items (e.g. gift vouchers, crude metals and precious stones, jewellery, works of art, antiques),
- Telephone cards and pre-paid cards for mobile phones,
- Flammable and explosive materials and other commodities listed in the ADR Convention as well as weapons and ammunition,
- Musical stringed and plucked instruments,
- Dangerous goods of any kind.
Further information can be found in the shipping guidelines as well as in the general terms and conditions.
Can I track parcels in real time?
Yes, all parcels within Poland can be tracked in real time by the sender and recipient using parcel tracking. Internationally, GLS already provides real-time delivery information in many countries thanks to mobile data transfer from vehicles. Scanned data from the hubs and depots of all GLS subsidiaries is immediately fed into the GLS IT system and is directly available online. Simply enter the shipment number or Track ID.
What is the standard insurance sum of a parcel? Is an additional insurance possible?
GLS Poland shall be liable for non-performance or improper performance of agreement for the provision of services, basing on the principles under the general terms and conditions, the postal law, transport law, the civil code and other applicable laws.
What does GLS do for the environment?
At GLS Group, we are committed to reaching net-zero* emissions in line with the Science Based Targets initiative by 2045. To meet this goal, our environmental strategy focuses on gradually reducing carbon emissions and enhancing energy and resource efficiency across GLS countries.
*GLS B.V. is committed to reduce its absolute Scope 1, 2 and 3 green-house gas emissions by 90% by 2045, using 2021 as the base year. The residual emissions will be neutralised. This means the business counterbalances up to 10% of its CO2e emissions with investments in carbon removal projects outside its value chain, in line with the SBTi Net-Zero Standard . The Science Based Targets initiative commitment of GLS B.V. encompasses all affiliated companies of GLS B.V. operating under the GLS trademark.
My question isn’t listed here. Where can I get more information?
The GLS customer care team and your contact in the GLS depot will be happy to help you. Simply call GLS on +48 46 814 82 20 (rates according to the prices of operator of the caller). Alternatively, you can submit your question in writing using the contact form.
Occasional shipment
How do I send parcels with GLS?
As a private customer or a company that occasionally sends small numbers of parcels, you can send your parcels from one of over 7,000 GLS Szybka Paczka / ParcelShops throughout Poland. On request, you can also ship your parcels via a GLS ParcelVan, which means they are collected by the delivery driver. You can arrange a collection by calling the nearest GLS depot.
Which countries can I send parcels to from a GLS Szybka Paczka?
Parcels from a GLS Szybka Paczka / ParcelShop and a GLS ParcelVan can be sent to all countries of the European Union, except Andorra, Büsingen am Hochrhein, Ceuta, Cyprus, Gibraltar, Greece, Livigno, Malta, Melilla, San Marino and all European islands (apart from Great Britain and Ireland).
How long does delivery usually take?
National parcels are generally delivered the next working day. Standard delivery times lie between 48 and 96 hours all over Europe. GLS delivers Monday to Friday during normal business hours. Find out here where your parcel is right now - and when delivery is expected to take place.
Where can I hand over parcels?
You can hand over your parcel at any GLS Szybka Paczka / ParcelShop. In Poland there are about 1,000 points, so there is sure to be one near you. Simply use our Szybka Paczka/ ParcelShop finder to search for one.
Where can I find my nearest Szybka Paczka?
You can find the next GLS Szybka Paczka/ ParcelShop right in your area. Simply use our practical Szybka Paczka / ParcelShop finder and look up directions.
Can I also have my parcels collected by GLS?
Yes, GLS collects parcels on request via the ParcelVans. Simply call your nearest GLS depot. The delivery driver will then pick up your parcel. The ParcelVan prices apply.
How large can a parcel be?
A parcel may not exceed the following dimensions:
Length: 200 cm
Width: 80 cm
Height: 60 cm
Combined length and girth: 300 cm
Calculation of max. combined length and girth: 2 x height + 2 x width + 1 x longest side
What is the maximum weight for a parcel?
The general gross weight limit is 31.5 kg for both domestic and international shipments. For parcels sent via myGLS, regardless of the delivery location, and those delivered to other GLS Points or parcel lockers, the limit is 20 kg. International parcels cannot be sent via myGLS.
Which goods are excluded from delivery?
Inadequately and/or unconventionally-packed goods are generally excluded from delivery by GLS. Computers (e.g. desktop computers or notebooks) are only transported in their proper original packaging. Also excluded from delivery are among others:
- parcels consigned at GLS Szybka Paczka / ParcelShops whose value exceeds PLN 1,000,
- goods that require particularly careful handling (e.g. fragile goods),
- commodities requiring a controlled temperature,
- perishable goods or food products within the meaning of the Food and Nutrition Safety Act,
- live animals and plants,
- money and documents with monetary value (e.g. gift vouchers, cheques, debit and credit cards, securities),
- particularly valuable items (e.g. gift vouchers, crude metals and precious stones, jewellery, works of art, antiques),
- telephone cards and pre-paid cards for mobile phones,
- flammable and explosive materials and other commodities listed in the ADR Convention as well as weapons and ammunition,
- musical stringed and plucked instruments,
- dangerous goods of any kind.
Further information can be found in the shipping guidelines as well as in the general terms and conditions.
What do I need to keep in mind when packing goods?
When packing goods, you need to consider the type, weight and resilience of the goods being sent. Outer packing, internal padding, adhesive tape and parcel labelling are all important.
How do I find out where a parcel is right now?
With the parcel tracking function you can track your parcel online at any time. Simply enter the parcel number or Track ID.
Can I send parcels by express delivery or cash on delivery via a GLS Szybka Paczka?
No, shipment of express parcels or cash on delivery parcels is not possible via GLS Szybka Paczka / ParcelShops.
Are parcels insured with GLS?
GLS Poland shall be liable for actual proven losses suffered by you as a result of non-performance or improper performance of the services, that is, except for the loss by the customer or a third party benefits, profits or income.
You can find further information in the terms and conditions of GLS ParcelShop and ParcelVan.
How many parcels can I send at one time?
You can send as many parcels as you like.
What happens if a parcel can’t be delivered?
If you are not at the delivery address, the courier may, with your consent, hand over the parcel to an authorised person in the immediate vicinity. They may also leave it at the nearest GLS Point or parcel locker, provided your telephone number or email address is on file. You will receive written or electronic notification of the location and a PIN code.
You have 7 calendar days from the date of delivery to collect your parcel from a GLS Point, and 72 hours from the time the parcel is placed in a parcel locker. If a delivery attempt fails for reasons beyond GLS’s control, the parcel is returned to the GLS Point where it was posted or – if posted by another method – to the sender’s address.
In any case, the delivery driver leaves a notification card for the recipient. If a second delivery attempt is also unsuccessful, the parcel is returned to the sender after a storage period of ten working days.
If parcel delivery is not possible to a neighbour or a GLS Szybka Paczka / ParcelShop, the driver will return the parcel to the GLS depot. In this case, the recipient can select a redirection option.
In any case, the delivery driver leaves a notification card for the recipient. If a second delivery attempt is also unsuccessful, the parcel is returned to the sender after a storage period of six working days.
What does GLS do to protect the environment?
GLS is committed to the responsible use of resources, the reduction of emissions and the optimisation of waste disposal. All GLS subsidiaries have obtained the ISO 14001 certification for their environmental management systems. GLS coordinates and promotes all activities to protect the environment across the Group within the framework of the Climate Protect initiative.
My question isn’t listed here. Where can I get more information?
Simply call GLS on +48 46 814 82 20 (rates according to the prices of operator of the caller).
Alternatively, you can submit your question in writing using the contact form.
Recipients
When will my parcel arrive?
Parcels within Poland are usually delivered on the next day working day. In Europe, standard delivery times generally lie between 48 and 96 hours. GLS delivers Monday to Friday during normal business hours. Parcel tracking shows you the expected delivery date.
How does the shipment processing work with GLS?
With the online parcel tracking function you can track your parcel at any time. Please note that GLS uses distribution centres, so the dispatch route may not always seem direct to you. To see where your parcel is right now, simply enter the parcel number or the Track ID.
What happens if I’m not at home at the time of delivery?
If you are not at the delivery address, the courier may, with your consent, hand over the parcel to an authorised person in the immediate vicinity. They may also leave it at the nearest GLS Point or parcel locker, provided your telephone number or email address is on file. You will receive written or electronic notification of the location and a PIN code.
You have 7 calendar days from the date of delivery to collect your parcel from a GLS Point, and 72 hours from the time the parcel is placed in a parcel locker. If a delivery attempt fails for reasons beyond GLS’s control, the parcel is returned to the GLS Point where it was posted or – if posted by another method – to the sender’s address.
If the second delivery attempt is also unsuccessful, the parcel will be returned to the sender after a storage period of nine working days.
I am often not at home. How will I receive my parcel?
The delivery address may be the address specified at the time of dispatch, a GLS Point or – if dispatched via myGLS – a parcel locker. Please collect your parcel from a GLS Point within 7 calendar days of delivery, and from a parcel locker within 72 hours of it being placed there. Collection can be confirmed by signature or by a PIN/BLIK code; GLS reserves the right to verify your identity.
If you are not at the address, the courier may, with your consent, deliver the parcel to an authorised neighbour or, if contact details are available, leave it at a GLS Point or in a parcel locker.
Can GLS leave my parcel with a neighbour?
Yes. If you are not at home and give permission to GLS, the driver can leave your parcel with a neighbour. They will naturally have to sign for it. The driver will leave a notification card with the relevant information.
Can GLS leave my parcel at a Szybka Paczka for me to collect?
Yes. If your parcel cannot be delivered to you and you do not give GLS the permission to take it to a neighbour, the GLS driver will automatically take it to the nearest Szybka Paczka and leave a notification card for you. You then have five working days in which to collect it from the Szybka Paczka / ParcelShop. If the sender has booked the ShopDeliveryService, you can already select a Szybka Paczka as the delivery address when placing your order. Note: To collect a parcel you will need a valid identity card, driving licence or passport.
Where can I find my nearest Szybka Paczka?
Simply use the GLS Szybka Paczka finder to search for the nearest shop and directions.
Can another person collect my parcel from the Szybka Paczka?
No, you can pick up a parcel in person only.
What is parcel redirection?
If the first delivery attempt is unsuccessful, you as the recipient can choose what happens next. Your parcel redirection options are as follows:
- parcel delivery to a GLS Szybka Paczka / ParcelShop of your choice,
- delivery to another address, which you specify (e.g. to your workplace),
- a second delivery attempt to your address – you choose on which day,
- collect the parcel yourself at the depot: The parcel remains in the depot and is available for collection for seven days. No second delivery attempt is made,
- refusal of acceptance: the parcel is then returned to the sender,
- issue a drop off permission when the FlexDeliveryService has been activated (also available for parcels to several European countries),
- parcel delivery in the evening and on Saturdays in various German cities.
I want to return my parcel. What do I do?
Many senders have booked an additional GLS service for returns. This means, when returning goods, you simply attach the enclosed return label to the parcel and hand it over at a Szybka Paczka of your choice for free. GLS then does the rest. If a parcel does not include a return label, you can still return it via a GLS Szybka Paczka but you will have to pay the standard Szybka Paczka / ParcelShop charges.
My parcel is damaged. What can I do?
If your parcel is externally damaged, you can refuse to accept it. GLS will then return the parcel to the depot and inform the sender. If the contents are damaged, please contact the sender. GLS cannot and must not check the contents of sent parcels.
My parcel hasn’t arrived. What should I do?
First of all check the status of your parcel using the parcel tracking function of GLS. To do this, enter the parcel number the sender has given you – if not, ask the sender for the number. Secondly, look for the notification card that a GLS driver leaves behind if no-one is at home at the first delivery attempt. The notification card will tell you where your parcel is – for example, in a GLS Szybka Paczka. The Track ID will also be included on the card, enabling you to use the parcel tracking function.
If shipment tracking does not help you, get in touch using the contact form or call our GLS hotline on +46 814 82 20 (rates according to the prices of operator of the caller). We will gladly try to answer your question. The parcel number or Track ID helps us, so please have one of these to hand.
My question isn’t listed here. Where can I get more information?
Simply call GLS on +48 46 814 82 20 (rates according to the prices of operator of the caller).
Alternatively, send your question via the contact form.