My GLS shipment is marked as delivered, but I have not received it. What can I do?Updated a month ago

If your GLS shipment is marked as delivered in the tracking information but you have not received the parcel, this is understandably frustrating. Don't worry – please first check the points below. If you are still unable to locate your shipment afterwards, our Customer Support team will be happy to assist you with the next steps.

Please check the delivery first

• Make sure that the delivery address provided with your order is correct.
• Check your letterbox, entrance and any possible safe places around the delivery address.
• Check your emails, including your spam folder, for any additional delivery information from GLS.
• Ask family members, housemates or neighbours whether someone else may have accepted the shipment on your behalf.
• Check the GLS tracking information to see whether the shipment was left in a safe place, with a neighbour or at another delivery location.
• Check whether a delivery authorisation to leave the parcel in a designated safe place may have been provided for your shipment.*

Still unable to locate your shipment?

If you are unable to find your shipment after completing these checks, we require a completed GLS Recipient Declaration so that we can clarify the whereabouts of your shipment with GLS.

You can find the relevant GLS Recipient Declaration attached to this article.

Please:

• download the Recipient Declaration,
• complete the document in full and sign it,
• and send the completed Recipient Declaration to us by email at [email protected].

Please also include your order number in your email so that we can identify and process your request as quickly as possible.

As soon as we receive your completed Recipient Declaration, we will take care of everything else. Our Customer Support team will handle the next steps and will do its best to ensure that you receive your order as quickly as possible.

Why do we need a Recipient Declaration?

By completing the Recipient Declaration, you confirm that you have not received the shipment despite the tracking information showing it as delivered.

The completed document allows us to process the case with GLS and investigate the whereabouts of your shipment. Once you have sent us the declaration, you do not need to contact GLS yourself – our Customer Support team will handle the further processing for you.

Important information if you have provided a safe-place delivery authorisation

* Please note that if you have authorised the parcel to be left in a designated safe place, responsibility for the shipment generally passes to the recipient once it has been correctly left at the authorised location. If you are nevertheless unable to locate your shipment, you can of course contact our Customer Support team so that we can review the circumstances and work with you to find a solution.

Summary

If your GLS shipment is marked as delivered even though you have not received it, first check possible safe places, neighbours and the delivery information provided in the tracking details. If the shipment is still missing, please complete the GLS Recipient Declaration attached to this article in full and send it together with your order number to [email protected]. As soon as we receive your completed Recipient Declaration, we will take care of the further processing for you and will do our best to ensure that you receive your order as quickly as possible.