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Frequently asked questions and answers

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• Where is my shipment

  You can track the movement of your shipment online here by entering the tracking number. You will receive the tracking number in our application Zásilkovna, by e-mail or SMS.

  I want to extend the storage of my shipment

  There are several ways to extend the shelf life of your shipment:

  • Using the Zásilkovna mobile app, just track your shipment and click on the "Extend" button. If you don't use our app, search for your shipment here.

  • By phone at +420 216 216 516.

  • By text message.

  At the dispatch points, the standard storage period is 7 days and extensions are possible for 14 days.

  For shipments going to Z-BOX, you have 2 calendar days to collect. Extensions are possible for a maximum of 1 day for a total of 3 calendar days.

  If you do not manage to pick up the parcel, it will be automatically sent back to the sender as a "return" and the sender must then resend it to you.

  The storage time of a shipment can only be extended when it is in a "ready for collection" state.

  I want to change the contact details for my shipment

  You will not be able to change contact details such as your telephone number or email address yourself. In these cases, our customer service team is at your disposal by calling +420 216 216 516 or emailing info@zasilkovna.cz. Please have the tracking number of the shipment ready.

  What if I don't have time to take delivery

  If you do not manage to receive the parcel, we will automatically return it to the sender. This process cannot be changed.

  However, have you paid the COD in advance? You have nothing to worry about. We'll send you the COD back the moment the shipment is picked up by the sender.

  I want to return the parcel

  The method of return must be agreed with your sender. We offer shippers two services that provide return logistics.

  • The first is called Return Shipment and works very simply. The sender gives you a code which you report to one of our drop-off points, you bring the packaged goods you want to return, you dictate the code to the operator and that's all you have to worry about.

  • The second service is called Returns Assistant. Here you must also contact the original sender of the parcel, who will provide you with a special label. This will either be sent to you by email or with the goods you want to return. Then just pack the goods, label the box and take them to one of our drop-off points. Don't have a printer? No problem - just copy the ten-digit tracking number from the label and ask the delivery service to print it out.

  I can't open the Z-BOX

  To open Z-BOX, you need to have your phone set up correctly and your credit card paid.

  Try these steps:

  1. You have the most up-to-date version of the Zásilkovna app installed - you can also install it using the QR code found on Z-BOX.

  2. You have Bluetooth enabled on your mobile device

  3. You have location access enabled for the Delivery app. How do I enable access?

     1. Open Settings on your phone,

     2. click on apps → installed → Delivery app,

     3. click on location → select enable (always/on use),

     4. confirm to return to the app and restart it.

  4. Alternatively, you can click "Enable location services" directly in our Delivery app on the home page

  5. Enable GPS. Without enabling location access, the parcel cannot be picked up.

  6. If your shipment is COD, you must first pay the amount via the Zásilkovna mobile app via the online payment gateway.

  7. You have mobile data turned on. If you don't use mobile data, you can download your shipment details on Wi-Fi beforehand.

  8. When picking up a shipment from Z-BOX, you need to be within 2 metres of Z-BOX.

  9. You must be registered and logged in as the recipient of the shipment (the addressee listed on the shipment) in the app. It is not possible for you to have a friend pick up your shipment from the app - as the shipment is routed to a phone number.

  I'm searching for a Pick-Up Point or opening hours

  For a list of Pick-Up Points, including opening hours, click here.

  I want to claim a shipment

  The complaint is filed by the so-called authorised person. The recipient of the consignment becomes the entitled person only after the consignment has been collected. If the consignment is in a "en route" status, the consignor must be contacted. If you wish to make a claim, please use the claim form which will advise you on what details you need to provide us with.

• How do I know if it's phishing?

  Cybercriminals try to mimic official websites as closely as possible. However, on closer inspection, you may find that the link contains typos, wording that doesn't make sense in the link, or letter and number substitutions, such as 1 instead of l or .cx instead of .cz. We recommend that you check the page before you click on a link or enter personal information.

  What should I do if I am likely to encounter a phishing attack?

  Whether it is a suspicious communication via website, email or SMS, report the fraud to the company and also to the Czech Police.

  If it is a phishing attack using the name of Zásilkovna, please contact us at privacy@zasilkovna.cz or via the "Report Phishing" button on our website.

  What should I do if I clicked on an active phishing link but did not enter any details?

  In this case, your personal data and funds are not yet compromised and you can proceed as in the previous point.

  What should I do if I have clicked on an active phishing link and entered my credit card details?

  In this case, you must contact your bank as soon as possible and block the card, then cancel all suspicious transactions and report the situation to the Police of the Czech Republic. If you have set up multi-factor authentication for your payment card, e.g. via telephone or electronic banking, be sure not to confirm anything.

  How does my email or phone get to the scammer?

  Mostly it is a random selection of e-mail addresses and phone numbers, or publicly available sources and databases of contacts are used.

  What should I do if I am not sure if it is phishing?

  You can always call our customer service centre +420 216 216 516 or write to info@zasilkovna.cz, where they will advise you and confirm whether the website, e-mail or SMS is actually from Zásilkovna.

  Chci podat zásilku přes Z-BOX

  Na možnosti podání zásilky přes Z-BOX intenzivně pracujeme. Předpokládáme, že ke spuštění služby dojde v letošním roce, proto už na našich Z-BOXech najdete i informaci o podání. Sledujte náš blog nebo sociální sítě, aby vám žádná novinka neutekla.

  Může být Z-BOX v mém bydlišti?

  Chcete Z-BOX i ve vaší lokalitě? Dejte nám vědět prostřednictvím formuláře na webu, kde Z-BOX chybí. Náš tým ověří s vedením města/obce, zda je možné tu box postavit, a udělá maximum pro to, abychom u vás Z-BOX zbudovali.

  Jak velká zásilka se mi vejde do Z-BOXu?

  Do Z-BOXu si můžete nechat doručit zásilku s hmotností do 5 kg. Schránky mají několik velikostí — a maximální rozměry zásilky, kterou lze do schránky umístit, jsou 45 x 36 x 61 cm.

  Pokud si objednáte z e-shopu zásilku, která na základě parametrů od e-shopu jasně překračuje uvedené rozměry a hmotnost, náš systém vám při výběru výdejního místa Z-BOXy nezobrazí. Pokud údaje o velikosti zásilky od e-shopu nedostaneme a zásilka překročí stanovené parametry, bude vám doručena na kamenné výdejní místo Zásilkovny nacházející se poblíž vámi zvoleného Z-BOXu.

  Proč mi e-shop nenabízí můj oblíbený Z-BOX?

  Nabídka Z-BOXů je volbou konkrétního e-shopu. Pokud vám vyhledávač výdejních míst daného e-shopu Z-BOXy nenabízí, kontaktujte prosím přímo e-shop.

  Vidíte ve vyhledávači výdejních míst jiný Z-BOX, ale ne ten váš, do něhož byste si zásilku rádi nechali doručit? Tento daný Z-BOX má v tom případě pravděpodobně naplněnou kapacitu. Vyčkejte a zkuste objednávku opakovat později.

  Spěcháte na svou objednávku a nemůžete čekat, až se kapacita uvolní? Pak doporučujeme zvolit jiné výdejní místo poblíž.

• How to submit a shipment?

  All you need is a mobile phone and an online payment card to send your parcel.

  First, you need to create an order for shipment in our Zásilkovna app. This is the only possible way.

  The actual shipping is just a few clicks away in the app:

  • Just enter the recipient's name, phone and email, select the destination dispatch city and optionally additional services such as value of goods and COD shipment or Age Verification service.

  • You can see the price clearly without hidden charges. Payment is fast and secure and takes place via an online payment card. After payment, the shipment is entered into our system, which is confirmed by a generated password.

  Then all you have to do is wrap the parcel correctly and take it to one of our Pick-Up Points. You tell the operator the password and she generates a label with a barcode, which you stick on your parcel.

  That's it, we'll take care of the rest.

  What are the dimensions for shipment?

  Two types of shipments can be submitted through the app.

  Standard shipment:

  • maximum weight 5 kg

  • maximum length of one side 50 cm

  • maximum length of the sum of three sides 120 cm (height, width, depth)

  Oversized shipment:

  • maximum weight 5- 10 kg

  • maximum length of one side 120 cm

  • maximum length of the sum of three sides 150 cm

  The minimum size for both types of shipments is 10 cm x 7 cm x 1 cm.

  Please note: If the parcel exceeds one of the specified parameters, it will be returned to the sender without refund.

  What happens if I don't keep the dimensions of the parcel?

  If the shipment exceeds one of the specified parameters, it will be returned to the sender without refund.

  Where can I find the password to submit a shipment?

  You can find the password to submit your shipment in our Zásilkovna app. The password is generated after payment.

  Where's the shipment?

  You can track the movement of your shipment directly in our app or here by entering the tracking number.

  I want to change my contact details

  You cannot change the contact details, such as the e-mail or telephone number of the recipient of the parcel. In these cases, our customer service team is at your disposal by calling +420 216 216 516 or emailing info@zasilkovna.cz.

  Please have the tracking number of the parcel in question ready.

  How can I cancel a shipment?

  If you have only created a shipping order in our Zásilkovna app and have not yet handed the shipment over to us for shipping, you have nothing to worry about. In fact, the shipment will be automatically unblocked within five days of creation and the blocked amount will be automatically unblocked in your account (i.e. the money will appear back in your account).

  I want to claim a shipment

  Please submit your claim via our claim form. Once completed, you will be contacted by email by our colleague.

• How to become a Pick-Up Point?

  First, register your business through our website form. Then a sales representative will contact you and go over your options with you.

  How to release a shipment?

  There are several ways to release a shipment. The most common method of release is by password, which will be reported to you by the recipient of the shipment. Once you enter the password into the system, you will see a "release window" with information such as the delivery date or the deposit location. We recommend using the elaborated pictorial instructions, which can be found in the admin under Other → Manuals → Shipment Discharge.

  How do I verify the dispatch of a shipment?

  If you have a problem with your shipment, please report it via admin. Search for the shipment using the tracking number and click on the "report a problem with your shipment" icon at the end of the line to enter your question. Colleagues will check the shipment and contact you.

  I want to declare a holiday

  The holiday is set by the outlet itself directly in the admin, at least three days before the holiday starts. Please check the settings in our admin under Other → Opening hours → Set closing of the outlet.

  If you're entering a holiday for the first time, don't worry: it's easy and we have pictorial instructions in Other → Manuals → Miscellaneous.

  In case you need to enter an urgent last-minute change, you need to contact our customer service, which is there for you in these emergency situations.

  I want to change my Pick-Up Point details

  To edit your Pick-Up Point details, please contact your sales representative.

  Customer service only makes cosmetic corrections, such as a typo in the name of the establishment or a contact phone number.

  I want to change the opening hours of the Pick-Up Point

  You set your own opening hours at least three days before the change. However, you must comply with the conditions:

  You can make the settings via our admin in the section Other → Opening hours → Set the closing of the dispensing point.

  If you are making the change for the first time, don't worry: it's easy and we have a pictorial guide for you in Other → Manuals → Miscellaneous.

  In case you need to enter an urgent change at the last minute, you need to contact our customer service, which is there for you in these emergency situations.

  I have miscalculated commissions

  If you have a problem with commissions, please contact your sales representative. Alternatively, you can email provize@zasilkovna.cz.

• What is the widget of Zásilkovna / Packeta?

  The widget is a search engine for pick-up and submission points. It is an interactive map search engine. For searching, you can use the search field and several filters, thanks to which you can find a point that meets your requirements. You can find the widget at zasilkovna.cz/en/pick-up-points

  Why are some delivery points grayed out in the search engine and I can't select them?

  In the widget (pick-up and submission point finder), delivery locations that cannot be selected for delivery are marked in gray. This is because the given e-shop itself has selected these delivery points as those to which shipments cannot be delivered, or this delivery point is currently at full capacity or on holiday.

  The e-shop can choose whether to allow delivery to various types of delivery points. Some e-shops, for example, do not allow delivery to self-service boxes due to the nature of the goods. In this e-shop, all boxes will be marked in gray. On the map, these delivery points are still displayed for your maximum clarity.

  Why is the widget search engine different for the website, in the application and in the e-shop?

  The search engine has a different purpose on each of these platforms:

  The website displays all points of sale (Packeta and partner) around the world, so that everyone can find information about the point that interests them.

  In the Zásilkovna (Packeta) mobile application, greater emphasis is placed on customizing the search for delivery and submission points on mobile.

  In the e-shop version of the search engine (widget), only delivery points that respect the settings of the given e-shop are displayed, and at the same time are currently open (there is no holiday) and have free capacities for shipments.

  Can I search for delivery / submission points by branch ID?

  Yes, you can search for a point by ID in the widget. Just type the letter i and an underscore in the search engine before the ID: "i_" (i.e. i_1234). You can find the branch ID in the details of the point. So, as soon as you find your favorite branch, copy its ID and then enter the ID together with "i_" in the search engine during any purchase in the e-shop and find it quickly and easily.

  Can I save my favorite delivery point?

  Clearly! You can save your favorite places in the e-shop widget so you can always find them easily and quickly. You will then have them saved in the search engine under the heart icon.

  Where can I find my favorite points?

  You can find all your saved favorite points under the heart icon.

  Why is my favorite delivery location missing from my list of preferred locations?

  Favorite delivery points are stored in the widget only on the basis of cookies and localStorage. When you delete cookies on your computer, they may be lost.

  Why don't you show opening hours for some points?

  Our pick-up and submission points enter data, including opening hours, into the system themselves. For some partner delivery points, there may therefore be a situation where the point does not state the opening hours for various reasons, and therefore we cannot display them either (the reason may be, for example, that the opening hours change depending on the weather, etc.).

  Why can't I order a shipment to the selected delivery point?

  If you cannot select the given branch, it is likely that one of the following situations has occurred:

  • the given e-shop has itself selected this delivery point as one to which shipments cannot be delivered

  • this outlet is currently at full capacity

  • this outlet is currently on holiday.

  Such a delivery point is then marked in gray in the search engine. Please choose another pick-up point for delivery.

  Why are you offering me the nearest unoccupied delivery point instead of my preferred branch?

  Your chosen pick-up point will soon be at full capacity - and this could affect the successful delivery of your shipment. That's why our search engine will suggest the nearest delivery point that has free capacity. It is up to you which point you choose, but if you choose a point that is already almost full, a situation may arise that the shipment cannot be delivered here and our driver will therefore store it at another nearby branch that will be free at the time of delivery.

  How do I know which point has free capacity?

  In the widget, we recommend filtering the  points by the capacity -⁠ the "thumb" icon.

  How do I know if it is possible to pay cash on delivery by card at the point of sale?

  We recommend using filter with the "payment card" icon.

  I'm looking for a point with opening hours on the weekend, how can I do that?

  We recommend using the filter, you can easily search for points open on Saturday ("calendar - Saturday" icon) or Sunday ("calendar - Sunday" icon).

  How do I know which point has wheelchair access?

  We recommend using the filter - the "barrier access" icon.

  How do I filter Z-BOXes? I want my order to arrive here.

  Just use the "Z-BOX" filter, which you can find under the box icon.

• Where's the shipment we sent?

  You can track the movement of your shipment through our client section or here by entering the tracking number.

  What happens if the recipient does not collect the parcel?

  In this case, we will return the parcel to you.

  Please choose a return point for this purpose. You must save the selected drop-off point in the client section under User Information → Billing Address - at the very bottom.

  How to work in the client section?

  Working in the client section is intuitive. After you log in for the first time, a wizard will start. You can turn the wizard on repeatedly in the Client Support section.

  The navigation menu is divided into several sections.

  • Submit a shipment - here you create an order for shipping to all countries where the Freight Forwarder delivers.

  • Submit a Claims Assistant - here you can create an order for a Claims Assistant for your customer. The system will generate a label that the customer will receive via email.

  • Shipment Import - bulk shipment submission that saves you time

  • Work-in-progress shipments - incomplete orders

  • Submitted shipments - a list of all shipments where you can filter using preset filters. You can also print shipment labels and delivery notes here.

  • Invoices - a list of all issued invoices, which you can download in several formats - and also find customs documents here.

  I want to change my e-shop details

  You can change your contact details in the client section under User Information → Contacts.

  Further settings can be found in the Billing address section (address, VAT number, bank account number for payment of credit notes, dispensing point for returns) and in the Shippers section you can administer the information that is provided on the label and the authorisation of card payments.

  What are the delivery methods?

  With Zásilkovna, you can use more than 8,000 Pick-Up Points, ship to 34 countries and reach up to 300 million potential customers.

  We offer several types of delivery points in the Czech Republic - a network of brick-and-mortar delivery points of our partners, Z-Boxes and Alzaboxes.

  You also have the option of sending your parcels directly to customers' addresses via our Home delivery service. For more information on specific carriers and service prices, please visit our website.

  I want to claim a shipment

  The claim is made via the client section, where you can search for your shipment you want to claim. Use the exclamation mark icon to open a pre-populated claim form where you enter your claim. Once you have completed the form, you will receive a confirmation email with your claim number and we will endeavour to deal with your claim as soon as possible.

• How do I know if it's phishing?

  Cybercriminals try to mimic official websites as closely as possible. However, on closer inspection, you may find that the link contains typos, wording that doesn't make sense in the link, or letter and number substitutions, such as 1 instead of l or .cx instead of .cz. We recommend that you check the page before you click on a link or enter personal information.

  What should I do if I am likely to encounter a phishing attack?

  Whether it is a suspicious communication via website, email or SMS, report the fraud to the company and also to the Czech Police.

  If it is a phishing attack using the name of Zásilkovna, please contact us at privacy@zasilkovna.cz or via the "Report Phishing" button on our website.

  What should I do if I clicked on an active phishing link but did not enter any details?

  In this case, your personal data and funds are not yet compromised and you can proceed as in the previous point.

  What should I do if I have clicked on an active phishing link and entered my credit card details?

  In this case, you must contact your bank as soon as possible and block the card, then cancel all suspicious transactions and report the situation to the Police of the Czech Republic. If you have set up multi-factor authentication for your payment card, e.g. via telephone or electronic banking, be sure not to confirm anything.

  How does my email or phone get to the scammer?

  Mostly it is a random selection of e-mail addresses and phone numbers, or publicly available sources and databases of contacts are used.

  What should I do if I am not sure if it is phishing?

  You can always call our customer service centre +420 216 216 516 or write to info@zasilkovna.cz, where they will advise you and confirm whether the website, e-mail or SMS is actually from Zásilkovna.