Questions & Answers

regarding parcel delivery

My shipper has chosen the FlexDeliveryService and I have received an e-mail.

The link in your sender's e-mail takes you directly to the tracking system. As soon as your parcel has been handed over to us, you will be able to see the expected delivery day.

Parcels within Austria are usually delivered within 24 hours. In exceptional cases, the delivery can be delayed. GLS delivers Monday to Friday during business hours.

You have received a notification card from GLS.

On the notification card itself you'll find all the information about where your parcel is located (e.g. name of the neighbour or the GLS Parcel Shop address). You'll also find a Track ID which you can use to see the current status of your parcel on our shipment tracking.

If your parcel is back in the GLS depot, you will be able to select alternative delivery options (depending on the type of your parcel) for the second delivery attempt. To do so, please use the "Not at home?" section in the shipment tracking.

You have received a shipment/parcel number from your shipper.

As soon as your parcel has been handed over to us, you'll be able to find it via our tracking system. By entering your shipment number, the expected delivery date will be displayed.

You can see the current location of your parcel at any time online via our parcel tracking by just entering the parcel number or Track-ID. You can enter several parcel numbers separated by a space, semicolon or comma.

Depending on the status of your parcel and the service booked, various options are available:

Unfortunately you cannot change or determine the precise time of a delivery. If you are present only to a limited extent at the delivery address, you can - depending on the services booked - select an alternative delivery, like for example the nearest GLS Parcel Shop or Parcel Locker.

With the FlexDeliveryService you have the possibility to choose an alternative delivery - following options are available:
Delivery to a GLS ParcelShop or Parcel Locker
Delivery on another day
Delivery to another address
Self collection at a GLS depot
Drop-off permission
Please note that depending on the service booked (parcel type), these alternatives are only available to a limited extent.

In the first step, GLS will try to hand over your parcel to a neighbour and collect a signature. If this is not possible, the driver will take the parcel to a nearby GLS Parcel Shop or Parcel Locker. Parcels that cannot be delivered via an alternative method due to restrictions (e.g. commercial parcels, express parcels etc.) will be delivered on the next working day.

If we are unable to deliver your parcel on a second attempt, GLS will take it to the GLS depot. You can pick it up there from the following day and within 4 working days. Please contact our service department ( here is the contact form ) before pick up so that the parcel can be prepared. Once the storage period has been exceeded, it will be returned to the sender.

If your parcel was sent using the FlexDeliveryService, you had various delivery options at your disposal (such as issuing a drop-off permission, delivery to a GLS Parcel Shop or Parcel Locker, choosing an alternative address, etc.).

Please use our contact form .

If you are not at home, the delivery agent will try to deliver your parcel to a neighbour and collect a signature therefore. In this case, GLS will leave a notification card or send you a message by email with detailed information.

Please note that certain services (types of parcel) can only be delivered in person, like the delivery only on presentation of an official photo ID, for example.

You can grant a drop-off permission online .
If you have already received a notification card, you can issue an one-time or general drop-off permission by using the back of the card.

Once the parcels have been dropped-off at the agreed location, GLS no longer bears any liability for loss or damage to these parcels.

You can revoke the drop-off permission at any time.

Yes, but the person has to show proof of an authorisation issued by you. An authorisation can be either found on the back of our notification card or online as PDF for download.

If your parcel has been brought to a GLS depot for collection, please contact our service team, so we can prepare it for collection.

If you have chosen the "Customer Collection from a GLS depot" delivery option, you can pick up the parcel as soon as it is marked as delivered in our parcel tracking. Please bring an official photo ID with you to collect it.

If somebody else is going to pick up your parcel (e.g. family member), please remember to issue an authorisation which the person will have to show when collecting the parcel.

An authorisation can be either found on the back of our notification card or online as PDF for download.

You can find your nearest GLS Parcel Shop or Parcel Locker via our GLS Parcel Shop search

Please bring an official photo ID with you to collect your parcel from a GLS Parcel Shop.

If somebody else is going to pick up your parcel (e.g. family member), please remember to issue an authorisation which the person will have to show when collecting the parcel.

An authorisation can be either found on the back of our notification card or online as a PDF for download.

Please contact our customer service .

If your parcel is damaged externally, you can refuse to accept it. GLS will then return it to the GLS depot and inform the sender.

You have accepted the parcel and now see that the contents are damaged? In this case, please contact the sender/shipper of your parcel. GLS is neither allowed nor able to check the contents of parcels.

For later processing we will need the following information:

  • the recipient's address
  • the sender address
  • description of the contents of the parcel
  • pictures of the damaged parcel and the goods - including the internal and external packaging with parcel labels.

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