FAQs
Frequently asked question and answers
Regular shipment
How long does it take GLS to deliver parcels?
We deliver domestic parcels on the working day following the collection of the parcel. The delivery time is usually 24-48 hours for neighbouring countries and 72-120 hours for more distant countries. GLS delivers Monday through Friday during business hours. We also undertake Saturday delivery in Budapest. Delivery times are for information only. An exception to this is delivery with a time-guaranteed service (Guaranteed24Service), in which case GLS undertakes to deliver the shipment on the working day following the collection of the parcel. The service is available at an additional cost.
You can find more information here .
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, as well as express delivery within Europe. More information can be found in the product descriptions in the section "Business customer".
How large may a parcel be?
A parcel may not exceed the following dimensions:
Length: max. 200 cm
Width: max. 80 cm
Height: max. 60 cm
Combined length and girth: max. 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?
The maximum weight is 40 kg for national delivery and for exports applies. Exceptions apply to a small number of countries for worldwide shipping. Contact the customer service for more information.
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 the customer service.
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. Examples excluded from delivery are
- Goods that require particularly careful handling (e.g. fragile goods)
- Perishable or temperature-managed goods
- Livestock and plants
- Human or animal remains
- Parcels addressed to the recipients’ post-office box
- Particularly valuable items (e.g. gold, precious metals and stones, real jewellery and real pearls, works of art, antiques)
- Firearms, ammunition, explosives and similar items-
- Commodities listed in the ADR (Regarding the International Transport of Hazardous Goods on Public Roads) or IATA (for air transport) as hazardous goods
- Tobacco and spirits (if sent abroad)
The Client is obliged to notify GLS Hungary, prior to dispatch, about any parcels with a value that exceeds EUR 5,000.
Further information and the full list can be found in the shipping guidelines as well as in the General Business Conditions.
Can I track my parcel in real time?
Yes, all parcels within Hungary 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.
What kind of damages are covered?
If the Service Provider is liable for the loss, destruction or damage of the parcel, it will pay compensation corresponding to the damage caused, up to a maximum of HUF 50,000 per parcel. The damage caused corresponds to the purchase, replacement or repair value of the damaged/lost shipment.
What is GLS doing 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.
What does GLS offer for international shipment?
GLS offers reliable European and worldwide parcel delivery to its customers, as well as express delivery within Europe. More information can be found in the product descriptions in the section "Shipping solutions".
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.
You can also call our hotline for senders:
+36 29 88 66 70 (* Fixed phone lines. You pay according to the tariff of your phone provider). Or submit your question in writing using the contact form.
You can find the General Terms and Conditions the pertaining to parcel forwarding and management here.
Occasional shipment - Parcel dispatch / collection at GLS Parcel Shop
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 any GLS Parcel Shop.
How much does it cost to send parcels with GLS?
The Parcel Shop price list applies for sending parcels with GLS. Prices depend on the parcel size.
How long does delivery usually take?
National parcels are generally delivered on the next working day after the pick-up. Deliveries to neighbouring European countries generally take between 24 and 48 hours, and to almost all countries at a larger distance between 72 and 120 hours. 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 Parcel Shop. In Hungary there are more than 1100 Parcel Shops, so there is sure to be one of them near you. Simply use our Parcel Shop finder to search for one.
Where can I find my nearest Parcel Shop?
You can find the next GLS Parcel Shop right in your area. Simply use our practical Parcel Shop finder and look up directions.
Where can I find my nearest Parcel Locker ?
Simply use the practical Parcel Shop / Parcel Locker finder to discover your nearest Parcel Locker. Directions will be shown as well.
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 maximum weight is 40 kg for national delivery and for exports applies.
Which goods are excluded from delivery?
Insufficiently or not customarily packed goods are generally excluded from delivery by GLS. Computers (e.g. desktop computers or notebooks) are only transported in their proper original packaging. Examples excluded from delivery are:
- Parcels with a goods value of over HUF 500,000.
- Goods that require particularly careful handling (e.g. fragile goods)
- Perishable or temperature-managed goods
- Livestock and plants
- Human or animal remains
- Parcels addressed to the recipient’s post-office box
- Particularly valuable items (e.g. gold, precious metals and stones, real jewellery and pearls, works of art, antiques)
- Telephone cards and pre-paid cards for mobile phones
- Firearms, ammunition, explosives and similar items
- Commodities listed in the ADR (Regarding the International Transport of Hazardous Goods on Public Roads) or IATA (for air transport) as hazardous goods
- Tobacco and spirits (if sent abroad)
Further information and the full list can be found in the shipping guidelines as well as in the General Business Conditions for GLS Parcel Shops.
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.
What happens if my parcel is lost, destroyed or damaged?
In the case of loss, destruction or damage to the parcel, the sender – or in certain cases the consignee – is entitled to compensation. The condition for compensation is that the claim for compensation is reported to the service provider in a regular and timely manner, and that the service provider’s liability for the damage can be established. The claim for damages must be reported on the service provider’s dedicated platform.
The claim for compensation in the event of visible damage to the parcel must be notified to the service provider immediately, but no later than within 3 working days after delivery.
What is the standard insurance sum of a parcel?
If the Service Provider is liable for the loss, destruction or damage of the parcel, it will pay compensation corresponding to the damage caused, but a maximum of HUF 50,000 per parcel. The damage caused corresponds to the purchase, replacement or repair value of the damaged/lost shipment.
How many parcels can I send at one time?
You can send as many parcels as you like. If you're looking to send parge numbers of parcels on a regular basis, please contact our sales team.
What happens if I’m not at home at the time of delivery?
First, GLS will attempt to find a neighbour willing to accept and sign for your parcel. If no neighbour can accept your parcel, GLS will leave a notification card and take the parcel back to the depot (distribution centre).
In both cases, the delivery driver leaves a notification card with information about the neighbour’s name and/or GLS contact information. You can arrange a new delivery attempt by contacting GLS via e-mail or phone. If the FlexDeliveryService has been activated by the sender, you can select a delivery option online using the web application Delivery Manager. You can contact GLS via email, phone or web application GLS Delivery Manager to communicate best conditions for the next delivery attempt. Online you can select from a range of options to redirect your parcel and GLS will make another delivery attempt in accordance with your instructions.
If the second delivery attempt fails, GLS can make a third attempt at the consignee’s request within the storage period. If the last delivery attempt is also unsuccessful, the parcel will be returned to the sender after a storage period of five working days from the pick-up day.
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.
My question isn’t listed here. Where can I get more information?
Simply call our hotline for senders: +36 29 886-670 * (* Fixed phone lines. You pay according to the tariff of your phone provider). Or submit your question in writing using the contact form.
Recipients
What should I do if I received a different product than I ordered or the quality is not as expected?
GLS Hungary is only responsible for the delivery of parcels; we do not have and cannot have any information about their contents. Therefore, if you encounter any issues with the received product, we recommend the following steps:
1. Inspect the parcel upon receipt: Check the contents of the parcel as soon as possible.
2. Contact the sender: If the parcel contents do not match your order or the product is damaged, your first step should always be to contact the online store or seller from whom you placed the order. They are responsible for the quality of the products and the accuracy of the order.
3. Lodge a complaint with the online store: Read the General Terms and Conditions (GTC) of the online store, especially the sections related to complaints and returns. In many cases, online stores provide return or exchange options. Additionally, for online orders, you have the right to cancel the purchase without explanation within 14 days and return the product.
4. Report to the authorities: If you are unable to resolve the issue with the sender, contact the relevant authorities as soon as possible:
- Consumer Protection Authority: The Consumer Protection Authority is authorized to act in cases of quality or quantity complaints.
- Police: If you have fallen victim to fraud, you can file a report with the police department responsible for your place of residence.
When will my parcel arrive?
Parcels within Hungary are usually delivered on the next working day after the pick-up. In Europe, standard delivery times for parcels to neighbouring countries generally lie between 24 and 48 hours. For all European countries at a larger distance, delivery times usually lie between 72 and 120 hours. GLS delivers Monday to Friday during normal business hours. Parcel tracking shows you the expected delivery date.
How do I find out where my parcel is right now?
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.
How will I be notified that my parcel can be picked up from a GLS Parcel Locker?
Recipients can receive notifications about the delivery of their parcels to GLS Parcel Lockers through multiple channels, including email, SMS, and the Viber application.
If the recipient has the Viber app, notifications will be received through email and Viber messages.
If the recipient does not have the Viber app, then notifications will be received through email and SMS.
What happens if I’m not at home at the time of delivery?
First, GLS will attempt to find a neighbour willing to accept and sign for your parcel. If no neighbour can accept your parcel, GLS will leave a notification card and take the parcel back to the depot (distribution centre)
In both cases, the delivery driver leaves a notification card with information about the neighbour’s name and/or GLS contact information. You can arrange a new delivery attempt by contacting GLS via e-mail or phone. If the FlexDeliveryService has been activated by the sender, you can select a delivery option online using the web application Delivery Manager. You can contact GLS via email, phone or web application GLS Delivery Manager to communicate best conditions for the next delivery attempt. Online you can select from a range of options to redirect your parcel and GLS will make another delivery attempt in accordance with your instructions.
If the second delivery attempt fails, GLS can make a third attempt at the consignee’s request within the storage period. If the last delivery attempt is also unsuccessful, the parcel will be returned to the sender after a storage period of five working days from the pick-up day.
I am often not at home. How will I receive my parcel?
When ordering online you can often enter an alternative delivery address. This, for example, can be your place of work if your employer agrees to this. You can also directly choose a GLS Parcel Locker as alternative delivery spot. If you did not choose this option in advance, a neighbour might accept your parcel.
Can GLS leave my parcel with a neighbour?
Yes. If you are not at home, the driver may 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. If GLS has received your e-mail address or mobile number from the sender (with your consent), you will be informed via e-mail or text message about the delivery time and the neighbour´s name.
Can GLS leave my parcel at a Parcel Shop or Parcel Locker for me to collect?
Yes. If neither you personally nor your neighbour can accept the parcel, you will have in some cases the possibility to redirect it to a GLS Parcel Shop or Parcel Locker.
If the FlexDeliveryService has been activated by the sender, you will get an e-mail or text message containing a link which directly leads to the website of the Delivery Manger. Then you can choose among several alternative delivery options – for example the delivery to a Parcel Shop or a Parcel Locker. You then have five working days in which to collect it from the Parcel Shop or from the Parcel Locker.
Note: To collect a parcel from a Parcel Shop you will need a valid identity card or passport.
Where can I find my nearest Parcel Shop or Parcel Locker?
Simply use the GLS Parcel Shop or GLS Parcel Locker finder to search for a shop and directions.
Can another person collect my parcel from the Parcel Shop?
Yes. Just hand the person an informal written authorisation. It should include your name and address, as well as the name and address of the collector. You can also fill out the form in the Delivery Manager web application. The authorised person must bring the authorisation and a valid identity card or passport.
Can another person collect my parcel from the GLS Parcel Locker?
Yes. You will just have to provide the person who is to pick up your parcel with the Parcel Locker’s location the parcelnumber and the box access code.
My parcel hasn’t arrived. What should I do?
First of all check the status of your parcel using the parcel tracking function . 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, with a neighbour or in a GLS depot. The parcel number will also be included on the card, enabling you to use the parcel tracking function. If your parcel was shipped with FlexDelivery-Service, a notification e-mail had been sent to you. The message contains information about your parcel status and a hyperlink to the redirection page.
If shipment tracking does not help you, get in touch using the contact form or call our hotline for recipients on: +36 29 886-700 (* Fixed phone lines. You pay according to the tariff of your phone provider). We will gladly try to answer your question. The parcel number helps us, so please have it ready if possible.
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:
- A second delivery attempt to your address – you choose on which day.
- Delivery to another address, on a chosen day, which you specify
- Parcel delivery to a GLS Parcel Shop of your choice. You have five working days to collect your parcel there.
- Refuse acceptance: the parcel is then returned to the sender.
- Delivery to a GLS Parcel Locker for pick-up whenever it suits you. You receive the access code as soon as the parcel is placed in the locker by the delivery driver.
- Collect the parcel yourself at the depot: The parcel remains in the depot and is available for collection for five working days.
The choice of delivery options is available if the sender has forwarded your e-mail address to GLS (with your consent).
Can I pay cash on delivery parcels by debit or credit card?
Yes, cash on delivery parcels can be paid in cash or by credit or debit card in Hungary, Slovakia, Czech Republic and Slovenia – provided that the sender has activated the BankCardService in addition to the CashService. Please find more information about the BankCardService.
Credit card payment is also possible for parcels delivered to more GLS Parcel Shops.
My parcel arrived damaged. What can I do?
The sender is responsible for packing goods properly. If a parcel has any external damage, for example a hole in the box, you can refuse to accept the parcel. GLS will then return the parcel to the sende
In case of any visible damage to the parcel or packaging, you can check the content of the parcel upon delivery. The delivery driver records this checking in a report prepared together with the recipient (“damage record”).
If you accept a parcel, that seems to be intact and discover that the contents are damaged when you open it, you should complain to the sender. This is because GLS cannot check and must not check the contents of sent parcels. Postal secrecy also applies to GLS.
In case that your parcel is damaged or lost, please fill out the quality damage report:
My account has been locked out of the GLS Mobile Application
The "a)" case is only valid for email registration. It does not apply to registration via Facebook, Google, or Apple accounts.
a) If there are 10 unsuccessful login attempts, the system will lock the account for 1 minute. After that, you can try again, but if the login attempt fails once more, the lock will be activated again for 1 minute.
After every 10th failed attempt, the lock duration will gradually increase and can extend up to 5 hours. This is to help protect your account from unauthorized access.
If you are unable to log in after multiple attempts, we recommend using the "Reset Password" option.
b) If your account remains locked, it is possible that the original registration was done using a Facebook, Google, or Apple account. In this case, you must log in using the account associated with the respective platform.
My question isn’t listed here. Where can I get more information?
Simply call our hotline for recipients: +36 1 802 0265 * (*Fixed phone lines. You pay according to the tariff of your phone provider). Alternatively, send your question via the contact form.