We’re sorry. We are fixing the parcel mix-ups.
Recently we have mixed up a higher number of parcels sent via Z-BOXes. More and more customers are using Z-BOXes to send parcels, and the originally set processes are no longer sufficient. We are addressing the situation intensively. We regret every parcel that we were unable to deliver as promised.
Who is affected
Parcels that people send to each other via Z-BOXes. Online shop parcels and standard deliveries are not affected.
How we fix it
We have reviewed the Z-BOX sending process step by step and identified what caused the issues. You can find detailed information about what we are doing to ensure the service works flawlessly on this page.
Coverage for 1 CZK
Until the end of February, we have reduced the price of the Parcel Value Compensation service to a symbolic CZK 1. In case of a parcel mix-up, we will reimburse the value of the parcel up to CZK 10,000.
Reply within 24 h
Has your parcel been mixed up? Please let us know via the contact form. We will prioritize your request and get back to you within 24 hours.
What we’ve already improved and what we’re working on
We’ve updated the instructions in the app to make sure parcels are clearly labeled and ready for shipment.
To ensure the parcel pickup process from boxes is correct and consistent, drivers of our partner carriers have undergone additional training.
If parcels are accidentally mixed up, improvements to our internal systems allow us to track them down and deliver them much faster.
Once a parcel receives a new label at the depot, we double-check that the details match the handwritten code.
Errors can occur during driver pickup from Z-BOXes. We’ve identified these points and are adjusting the processes.
Parcels collected by drivers from Z-BOXes receive a new label at the depot. We’re refining this process to minimize human error.
We will soon simplify the labeling process even further. Drivers will be equipped with portable printers so parcels receive a permanent label directly at the box.
How you can help us
01
Label your parcel
Write the code from the mobile app, Vinted, or Aukro and the recipient’s name on the parcel.
02
One parcel per locker
Always place only one parcel into a single compartment.
03
Declare the parcel value
For CZK 1, you’re covered — if we mix up your parcel, we’ll reimburse its value up to CZK 10,000.
Did you receive the wrong parcel? Let us know — we’ll take care of it.
Please fill in a short form. Select whether you are the Recipient or the Sender, then choose Parcel mix-up. On business days, we’ll get back to you within 24 hours. If we’re unable to locate the parcel, we’ll agree with you on the next steps.