Parcel pickup:

What are the options?

Q&A

• What is the parcel delivery time?

  98 % of parcels arrive within the next day. We do not guarantee this delivery time, but we will do our best to deliver your parcel as soon as possible.

  Is it possible to track the parcel?

  Yes, you can track your parcel online or in Zásilkovna mobile app.

  How much time do I have to pick up my parcel?

  Pick-up points

  You have up to 7 days to pick up your parcel at any pick-up point. However, you may prolong the storage period by additional 7 + 7 days (ie to a maximum of 21 days)

  Z-BOX

  You have 2 calendar days for pick-up. An extension is possible by a maximum of 1 day for a total of 3 calendar days.

  You can prolong the storage time of the parcel on the website or in the Zásilkovna mobile application. If you do not manage to pick up the parcel in time, it will be automatically sent back to the sender as a so-called "return" and the sender must then send it to you again.

  Good to know: During the Christmas season, the storage time and the possibility of its extension may be temporarily adjusted. You will always find this information on time on our blog and on social networks.

  How much time do I have to pick up my parcel during the Cristmas season?

  In order for our pick-up points to be able to accept the growing volume of parcels, we shorten the storage time of parcels during the Cristmas season.

  Pick-up point: 5 + 2

  You have 5 days to pick-up your parcel. It will be possible to extend parcel storage time by a maximum of another 2 days for a total of 7 days (through the application, then only by a day, and a maximum of 2 times).

  Z-BOX: 2 + 1

  You have 2 calendar days to pick it up. An extension will be possible by a maximum of 1 day for a total of 3 calendar days.

  The reduced storage time applies to all our delivery points and Z-BOXes also in Slovakia, Hungary and Romania.

  How is the customer informed about the parcel status?

  We send notifications to customers as soon as we receive information from the online shop, when the parcel has been accepted for shipping, when the parcel has been delivered to the depot, and when it has been delivered to the pick-up point. The customer receives a tracking number from us, which he/she can use to track the parcel online or in Zásilkovna mobile app.

  How do I know if a parcel has been delivered?

  We inform the customer about the delivery of the parcel via email, SMS and notification in the mobile app. The sender of the parcel will also receive information from us about the successful delivery of the parcel.

  How do I pay for the parcel?

  You can pay for a parcel sent via BetweenUs service directly in the Zásilkovna mobile app. The cash on delivery amount for the parcel can also be paid in advance in the app (necessary in case of pickup in the Z-BOX), or by cash or card payment at the pick-up point or to the courier.

  What do I do with a damaged parcel?

  In the event of visible damage, the customer has the right to refuse acceptance of the parcel at the pick-up point/ from the driver. If a damaged parcel has been received, a possible complaint can be submitted via compliance form.

  How can I file a complaint for a parcel?

  Possible complaints of parcel damage, loss, or loss of contents can be submitted via compliance form.

  Is it possible to pay cash on delivery / upon receipt of the parcel?

  Yes, you can pay cash on delivery in the application or when you pick up the parcel using a credit card or cash. You can find more information in this article.

  How to generate a parcel code?

  You can easily find the password for picking up the parcel in our application, or you can find it in an e-mail or SMS. Alternatively, it is sufficient if you prove yourself with a document of identity. The name on it must match the recipient's name. The driver will then deliver the package to you.