FAQs
Frequently asked questions and answers
Shipping
How long does parcel delivery take?
Delivery times depend on the selected service, the sender's location, and the destination country. EuroBusinessParcel shipments typically arrive in neighboring countries within 1-3 business days and in more distant European countries within 3-5 business days from departure.
GLS deliveries mainly take place on weekdays during business hours. GLS ParcelShops, including pick-up points and parcel lockers, are generally open on weekends as well. Using Track & Trace, the recipient can view the details and opening hours of the designated pick-up location.
What does GLS offer for international shipment?
GLS is an expert in the European market, with parcel transportation across Europe as our core business. In addition to European parcel deliveries, we offer global air freight and cargo services through our trusted partners.
You can find more information about our products and services here:
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
How much may a parcel weigh?
The maximum parcel weight is 35 kg. However, in some pick-up areas and certain destination countries, global shipping services may have different weight limits. There may also be service-specific variations. For more information, please contact our customer service or your sales representative.
Which goods are excluded from delivery?
Due to ATA and ADR regulations, GLS cannot transport shipments containing the following items:
- Dangerous goods
- Firearms and firearm parts
- Live plants and animals
- Fresh or perishable goods
- Currencies and securities
- Precious stones
- Works of art
- ATA Carnet shipments
- Alcohol and alcoholic beverages
Additional restrictions may apply to certain destination countries and regions. It is the sender’s responsibility to ensure that the shipment complies with the laws and regulations of the destination country.
For more information, please contact our customer service.
You can also find details in our Terms of Delivery.
Can I track parcels in real time?
GLS Track&Trace shipment tracking is available on each destination country's website in the local language. To track a shipment, simply enter the parcel’s tracking number and destination postal code. The parcel may already be in transit, and the tracking system will display the latest processing location.
What is the standard compensation amount of a parcel? Is an additional liability possible?
GLS is liable for loss or damage of parcels in its custody up to a defined value defined in the General Terms and Conditions. Liability does not include consequential damages like loss of profit. You can find further information in the General Conditions of the Nordic Association of Freight Forwarders (NSAB 2000) applied by GLS Finland. We offer enhanced additional coverage for our contract customers. If you would like more information, please contact your sales representative.
I need information about GLS Finland based on the requirements set by the Finnish Contractor’s Liability Act. Where can I get this?
GLS Finland is part of the Luotettava Kumppani program. All information you need concerning the Finnish Contractor’s Liability act can be found on the program’s website (http://www.tilaajavastuu.fi/) free of charge (registration required). Currently, the service is only available in Finnish. If you need the information in English, please contact our customer service.
What does GLS do for the environment?
GLS is committed to the responsible use of resources, reducing emissions, and optimizing waste management. The environmental management system of all GLS companies is certified according to the ISO 14001 standard.
We publish the GLS Group ESG report, where you can find more detailed information on our sustainability efforts.
You can find our ESG report here:
How much does parcel delivery cost with GLS?
If you want to send a parcel as a private individual or represent a company but wish to ship without a contract, you can find the prices for single shipments here:
If you are a regular business sender, we recommend contacting our sales team directly. You can find our business sales contact details here
My question isn’t listed here. Where can I get more information?
The customer service team will be happy to help you. You can contact us by phone or email.
Receiving
When will my parcel arrive?
The delivery times vary depending on the product, the location of the sender and the destination. You can check the current status of your parcel at any time using the international shipment tracking tool.
How do I find out where my parcel is right now?
With our tracking service, you can monitor your parcel anytime. Please note that parcels are processed at different sorting centers, and their routing may not always follow the expected path.
For shipments arriving in Finland, the previous processing terminal is often in Denmark or Germany before reaching our Turku terminal.
To check your parcel’s latest location, simply enter the tracking number and destination postal code in the tracking system. Keep in mind that your parcel may already be in transit, and tracking will show the most recent processing location.
Track & Trace displays that my parcel has arrived in Denmark. Since then, there has not been any update. Why not?
Most shipments arriving in Finland pass through GLS's sorting center in Kolding, Denmark. Afterward, the parcels are transported directly to GLS's sorting center in Turku, Finland. The parcels are not reprocessed between Denmark and Finland, which means no new tracking information will be generated during this part of the journey.
Typically, shipments from Denmark to Finland take up to two business days, depending on when the parcel is processed in Denmark. During transportation, no new tracking events will appear in Track & Trace.
I am often not at home. How will I receive my parcel?
Parcels for private individuals are generally delivered to pick-up points in Finland. Business parcels are delivered to the delivery addresses on weekdays, distributed by our partners.
You can find more information on how GLS operates in Finland here:
Track & Trace displays the parcel status “Delivered to GLS ParcelShop”. What does this mean?
This means your parcel has been delivered to a pickup point. If you did not select a pickup point yourself, the nearest Matkahuolto location was chosen based on your address or postal code.
You will receive a pickup notification via text message or email, depending on the contact details provided to GLS by the sender. If your phone number and email address are missing from the information, the delivery notification will be sent by letter. If you do not receive a delivery notification within a reasonable time, we recommend contacting us or the sender to ensure that the 14-day storage period does not expire.
If you use the Matkahuolto Paketit app, you can conveniently check your package’s domestic tracking there.
You can also check the pickup point details via Matkahuolto tracking, where the tracking number appears under "Finland parcel number."
If you selected a Posti pickup point when shopping online, the corresponding Posti tracking number will be shown under "Finland parcel number."
If you changed the delivery method via the FlexDeliveryService link before the package arrived in Finland, your chosen delivery method will be used.
My parcel is damaged. What can I do?
If your parcel has visible external damage, you can refuse to accept it. In this case, the parcel will be returned to the distribution center, and the sender will be informed of the damage. Please also contact the sender regarding this matter.
If you notice damage to the package contents after receiving it, contact the sender directly. We recommend sending clear photos of the damaged product and both the inner and outer packaging.
Since the sender is the freight payer, they are responsible for initiating any claim process in the country of origin. GLS is responsible for compensation handling with the freight payer, and the sender will follow their own terms with the recipient.
My parcel hasn’t arrived. What should I do?
First, check your parcel status in Track & Trace using the tracking number provided by the sender. Also, check if you have received a pickup notification, as it will indicate where your parcel is currently located.
Check your text messages and email, as notifications are primarily sent electronically. If you use the Matkahuolto Paketit app and are expecting a package as a private recipient, check if the package details are already available there. You can find more detailed instructions in the When will I receive my package? section.
If this does not help, please contact our customer service via phone or email. We can assist you best if you provide the GLS tracking number (parcel number or Track ID). Please also include the recipient's details in your inquiry. You can find our customer service contact details via the link below.
If the tracking status has remained unchanged for several days, we recommend initiating an inquiry with the sender. Since the sender is the freight payer, they can start an official investigation.
I want to return my parcel. What do I do?
Return policies vary depending on the sender. If you need to return a parcel, please contact the sender for further details. All returns via GLS must be arranged with the sender before the products are returned.
If you wish to return the parcel at your own expense, you can find more information about sending parcels here:
What happens if nobody is present at the delivery address?
Your parcel includes delivery if it is sent to a business address or if the parcel weighs more than 30 kg. If no one is available at the delivery address, the driver will leave a delivery notice or contact you by phone if a phone number is provided in the shipment details. The delivery may also be attempted again without separate notification, for example, if the business address was closed at the time of delivery.
You can find more information here:
My question isn’t listed here. Where can I get more information?
The customer service team will be happy to help you. You can contact us by phone or email.