Frequently Asked Questions

Everything you need to know about the product and billing.

You can register by clicking on the "Login" button in the menu at the top left of the homepage. You can choose to register with Social Login (Google, Facebook, Apple), or by using your e-mail. At the end of registration, you will have to verify your account via a link received by e-mail in order to activate your user profile.

You can retrieve your password via the Login page available after clicking the "Login" button. You will have to indicate your registration e-mail address; you will then receive a verification code at the specified address, which you will have to enter on the password recovery page in order to proceed with changing your password or e-mail.

You can change your registration e-mail and password data via the password recovery procedure on the Login page, or from the 'My Account' section in your personal area, using the 'change password' button. From the 'My Account' section of the personal area you can also change your stored first and last name.

The shipping number is indicated on the label that you can download by email once you have completed the purchase of the shipment. The number is indicated below the barcode and consists of two letters or a letter and a number followed by up to 9 digits. Example: Y1 550012467. You can also retrieve the shipment number by clicking on the 'track your order' link in the same email.

The order number is indicated/displayed on the purchase confirmation page and in the order summary email.

It is possible to purchase shipments with an Italian sender address (excluding: Livigno, Campione d'Italia) and a destination address in Italy, San Marino or within the European Union (excluding: Livigno, Campione d'Italia, Canary Islands and other areas outside the EU customs area or not selectable during the purchase process). If the destination you're looking for is not available for online purchase through our GLS store, we recommend contacting our Customer Service. For further clarifications please read the Terms and Conditions.

The rules to be followed for packing are as set out in this guide. Please note: Before packing, remember that you can ship packages up to a maximum of 20 kg taxed weight, i.e. the greater of the actual weight and volumetric weight (see faq on how volumetric weight is calculated.

All goods stipulated in Article 7 of the Terms and Conditions, which you can consult at this link.

No, each shipment must be a single parcel. If you have to ship more than one parcel, you will have to repeat the purchase of the shipment for each individual parcel/package you want to ship. Remember to attach the correct corresponding label to each individual parcel/package!

For domestic shipments, the volumetric weight is calculated using the following formula: [Width(cm) x Height(cm) x Depth(cm) x 250]/1,000,000. The formula for calculating the volumetric weight of international shipments is: [Width(cm) x Height(cm) x Depth(cm) x 167]/1,000,000.

Entering incorrect dimensions and/or weight may result in additional charges, blocking of the service or non-acceptance of the shipment. Any further charges can be requested after the purchase of the shipment, directly from the sender's office. During the purchase you will be able to check both the weight and the entered dimensions at any time. For in-depth information, please read the Terms and Conditions.

If you have not yet delivered the goods to one of our parcel shops (or to the courier in the case of home collection) and no more than 14 days have passed since your purchase, please contact GLS support immediately via the contact section, by selecting "Other reports".

No. For such requirements, please contact Customer Service by filling out the form in this link, selecting the category "Parcel shop and GLS Store online shipping purchase".

On the portal, during the purchase phase, you can choose whether to bring the parcel to be sent to the Parcel Shop or ask for home collection.

Yes, the approximate time slots are: 09:00 - 13:00; 13:00 - 19:00 or 09:00 - 19:00. If you purchase your shipment before 11:30 a.m., you can request collection on the same day of your order; otherwise, collection will take place on the next two days and you will have the option of choosing between morning, afternoon or both.

You must have a label on your parcel in order for it to be accepted by the Parcel Shop or the GLS courier service for home collection.

At the end of your purchase you will receive a summary email containing the link to the Track&Trace of your shipment.

One delivery attempt will be made. In case of non-delivery: the recipient will receive a notification with a link to reschedule the delivery within two working days after the non-delivery. Via the link the recipient will be able to choose a new date or will be able to choose to pick up the consignment at a Parcel Shop. In the event of non-delivery, a second delivery attempt will be rescheduled. In case of non-delivery for other reasons (wrong address, unknown address...) we recommend to contact our Customer Service.

At the end of your purchase you will receive a summary email containing the link to the Track & Trace of the shipment.

At the end of your purchase you will receive a summary email containing a link to the Track & Trace of your shipment.

It is not possible to use the GLS Store, but you can find other solutions through the CONTACT FORM on the portal or by contacting your local Depot directly:

Only for shipments with home delivery you can insure your parcel up to a maximum of 1,500.00€, without deductible, with the All-in insurance by selecting it from the list of additional services. Check that your goods are insurable at this link.

Please contact Customer Service within 8 days from the date of delivery of your shipment by filling out the dedicated form.

When purchasing a shipment on GLS Store, only for shipments with home delivery, the Flex Delivery service is included: a notification service to the recipient with the possibility of customising the delivery of the shipment both before the first delivery attempt and in the event of non-delivery due to absence of the recipient. When purchasing a shipment from GLS Store with home delivery, the Flex Delivery service only provides the following two options:
• Change of scheduled delivery date: before the first delivery attempt, the recipient may choose a new delivery date within 3 working days following the originally scheduled date. In case of non-delivery due to absence of the recipient, the recipient has the next 2 working days to choose a new delivery date. The new date must be between the day of delivery and 10 working days thereafter.
• Choose a pick-up point between GLS Depot and GLS Parcel Shop: the recipient can choose to have the shipment delivered to a GLS Depot or a GLS Parcel Shop within the area of competence of the original destination address. Via an interactive map, it is possible to choose the pick-up locations indicated with a yellow pointer. Once the pick-up point has been selected, details of the address and opening hours will be displayed.

Up to a maximum of 20 kg you can purchase a shipment directly from our online store. The price of the shipment varies depending on the destination country, departure location, weight, size, pick-up and delivery method of the shipment and any selected additional services.

During the final stage of the purchase process, you can choose one of the payment methods proposed: Paypal, Card and Google Pay. Once you have accepted the Terms and Conditions of the service, you will be redirected to the payment provider's page to finalise the purchase according to the selected method.

Yes, you can ship. To complete your purchase on the GLS store, if you are a legal entity, you will need to indicate your Italian VAT number and SDI code for the invoice.

Certainly: to handle the online monetary transaction we rely on the main certified payment platforms that adhere to the security guidelines imposed by the European Union.

It is the fastest and most economical solution that allows you not to wait for the courier at home: you can take your parcel to one of our Parcel Shops distributed throughout Italy. And if you don't know whether your recipient will be at home waiting for the shipment, you can also select one of our Parcel Shops for delivery, both in Italy and abroad. Find the Parcel Shop most convenient for you at this link. It's also a sustainable choice: by opting for one of our Parcel Shops you help to reduce the volume of journeys and consequently CO2 emissions!

It is not possible to purchase a shipment directly from a Parcel Shop. You must first purchase the shipment via the online store and then go to the selected Parcel Shop to bring the parcel/package correctly packed and labelled.

No, you do not have to pay any fee to the Parcel Shop. Choosing Parcel Shops means choosing the most advantageous solution for you!

The shipment will remain at the Parcel Shop, available for collection by the recipient, for 10 days.

To communicate with us, you can use the Contact section, which can be reached via the yellow button on the right-hand side of the e-commerce portal. We remind you to select the "BUY ONLINE SHIPPING" option for reports concerning purchases on the portal. We can be reached from Monday to Friday from 09.00 to 18.00, excluding public holidays and pre-holidays.

The Service Charter can be found on the GLS website at this link.

frequently asked questions for customer carefrequently asked questions for customer care

Still have questions?

If you cannot find the answer you are looking for, our Customer Service is at your disposal.