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Frequently Asked Questions
How can I find my shipment
Through the “Track a shipment” page, you can locate your shipment at any time. Remember that we use different distribution centers, so the route is not always straightforward.
Domestic shipments: To find out where your order is, just enter the shipping number / Track ID and the destination postal code.
International shipping: Enter the shipping number / Track ID to know the status of your order.
If you do not have the shipping number, we recommend that you contact the sender to provide the necessary information.
Can I change the address of my shipment?
First, GLS will try to find a neighbor willing to accept and sign your order. If no neighbor accepts your order, GLS will issue a Notification card and take the order to the nearest GLS Parcel Shop. Then, you have 10 working days to collect your order, showing a photo ID (for example, passport or citizen card). If there is no Parcel Shop nearby, GLS takes your order back to the warehouse (distribution center), and attempts a second delivery the next business day.
If the second delivery attempt is also unsuccessful, the order will be returned to the shipper after a storage period of 10 working days.
To modify the delivery address, you must contact the sender of your shipment to authorize GLS to make the change. If the change involves changing the postal code, there may be a delay of one business day from the moment the request is accepted.
Can someone else pick up my order at Parcel Shop?
Yes. Give that person an informal written authorization. You must include your name and address, as well as the name and address of the person who will collect it. You can also fill out the form on the Notification card. The authorized person must bring the authorization and a valid identification document.
What does each status of my order mean?
States through which a shipment passes:
Confirmation of delivery data – We have received the pre-registration of your order, but we have not yet received it physically at our facilities.
Information received – We received your order at one of the points in our network and the delivery process to your destination begins.
At the destination agency – Your order is at the agency responsible for delivery ready to leave for delivery.
Poorly delivered – The order arrived at another agency in error and this means a delay in the delivery time of approximately 24 hours.
In distribution – Your shipment is with one of our distributors and will be delivered according to the service conditions and delivery route. If the FlexDeliveryService service is activated, you can select the delivery time or other delivery option in the email you will receive and this will be respected as far as possible, taking into account the itinerary of the distributor.
Delivered – Your order has been marked as delivered.
My order did not arrive. What should I do?
First of all, check the status of your order using the GLS order tracking function. To do this, write the order number that the dispatcher gave you – if not, ask the dispatcher for the number. Second, check the Passage Notice. The Ticket Notice will have marked where your order is located – for example, with a neighbor or at a Parcel Shop GLS. Track ID is also available on the Ticket Notice, allowing you to use the order tracking function on the GLS website.
If order tracking does not help, contact us using the contact form or call our central: +351 219667100 (network operator fees apply). We will be happy to try to answer your question. The order number or Track ID helps us, so have one with you.
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.