HELP CENTRE

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Pickup & Delivery

At what time will the courier company collect or deliver my envelope?

Pick-ups and deliveries take place on business days between 9 am and 8.30 pm. In some countries, the courier company can also deliver the envelope on Saturdays between 9 am and 3 pm.

Can I contact the courier driver when booking the Envelope service?

Courier companies do not share the phone numbers of the drivers. Once booking has been confirmed and you have received the label (Waybill) for the service, you can contact our Customer Support at help@eurosender.com to get the local phone number of the courier company in the pick-up country.

When in direct communication with the courier company you should use the tracking code you received in your Tracking email as a reference to your order.

Do I have to print out the label when booking the Envelope service?

Whenever you book the Document service, you will get a label by email. You should then print out this label and attach it to your envelope before the collection. You can also contact our Customer Support at help@eurosender.com to get the correct phone number and references to book the pick-up again.

How can I track the envelope?

You can track the envelope by clicking on the tracking code you receive in the Tracking email. You will then be able to see the newest updates on the tracking website.

What should I do if the tracking information is not updating?

If the tracking information is not updated or if you find unusual information displayed, contact our Customer Support via chat or at help@eurosender.com to get more information regarding your order.

Where and when do I get the label for the envelope?

You will receive the label in the Tracking email sent to you from help@eurosender.com or directly by the courier company a day before the pick-up or on the day of pick-up. You can request the label in advance but not more than 10 days before the pick-up date.

Will the driver call me before collecting or delivering the envelope?

The drivers are not obliged to call in advance. The driver might call you when he is already at the pick-up/delivery location, but only if the phone number you provided is a local phone number in the pick-up/delivery country.

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