FAQ

• Do I have to pay to return an item?

  You don't pay Zásilkovna anything to return a parcel. Whether the return is free or subject to a fee depends on the online shop's terms and conditions.

  How long do I have to return an item?

  The return period may vary, so we recommend checking the specific online shop's return policy.

  Where can I find my return code?

  You always get the return code from the online shop. Each online shop may have a different return process – the code may be sent by email, available on the website, or provided upon request according to the shop's instructions. If the online shop uses the Zásilkovna Returns Portal, you can generate the code there and we'll send it to you by email.

  What's the difference between an 8-digit and a 9-digit return code?

  A 9-digit code can be used both at a drop-off point and for returning a parcel via a Z-BOX. An 8-digit code can only be used at a drop-off point. If you want to use a Z-BOX, convert your 8-digit code to a 9-digit one in the Zásilkovna app (via the Return a parcel option).

  I received a shipping label together with my return code. Why?

  Some online shops also send a shipping label. You can print it if you want, but you don't have to – the return code is all you need.

  I want to return my parcel via a Z-BOX. How can I check if lockers are available?

  You can check locker availability in the drop-off point finder on our website. Each Z-BOX shows which locker sizes are currently available for parcel returns. You can return your parcel using S, M, or L lockers.
  
  Locker dimensions:
  

  • S: 7 × 17 × 60 cm

  • M: 17 × 43 × 60 cm

  • L: 35 × 43 × 60 cm

• I have an 8-digit code and can't return my parcel via a Z-BOX. What should I do?

  You'll need a 9-digit code to open a Z-BOX locker. With an 8-digit code, you can only return your parcel at a drop-off point. If you received an 8-digit code from the online shop and want to use a Z-BOX, simply convert it to a 9-digit code in the Zásilkovna app (via the Return a parcel option). You can then enter the new code on the Z-BOX keypad or open the Z-BOX directly using the app.

  Do I need the mobile app to return a parcel via a Z-BOX?

  No. You only need the Zásilkovna app if you want to return a parcel via a Z-BOX and received an 8-digit code from the online shop. In the app (via the Return a parcel option), you can easily convert it to the required 9-digit code.

  Can I add my return parcel to the app?

  Yes. Simply enter the code from the online shop in the app (via the Return a parcel option), and the parcel will be added.

  What parcel sizes can I return via a Z-BOX?

  You can choose from S, M, and L lockers using buttons 1, 2, and 3. Maximum parcel dimensions (H × W × D):
  
  1 = S: 7 × 43 × 60 cm
  2 = M: 16 × 43 × 60 cm
  3 = L: 35 × 43 × 60 cm

  When will I get my refund?

  Your refund is issued by the online shop, not Zásilkovna. The timing depends on the online shop's terms and conditions.

  How can I track my return?

  You can track your return just like any other parcel—from drop-off to delivery to the online shop. We'll send you a tracking link and tracking number by email once your parcel has been accepted for transport.

  What if the Z-BOX locker I selected is too small for my parcel?

  No problem. You can cancel the return and choose a larger locker.
  

  1. Do not close the locker!

  2. Press "0", then confirm by pressing Enter, and only then close the locker.

  3. Enter your code again on the keypad and select a larger locker.