Send Using the Service

Q&A

• What is the price for delivery using the service #BetweenUs?

  For delivery to a drop-off point, you will pay from 79 CZK for a standard shipment and 119 CZK for an oversized shipment.

  For delivery to an address you will pay for a standard shipment from 109 CZK, for an oversized shipment from 149 CZK.

  How much does cash on delivery cost and how do I pay for it?

  You will pay 23 CZK for cash on delivery and this amount will be added to the final delivery price. Additionally, you can enter any amount that will be paid by the recipient. You can then enter your account number directly into the app, to which the cash on delivery amount will be sent to within 10 days after the recipient has picked up the parcel.

  How much does parcel insurance cost?

  The insurance price is 0.50 CZK for every 100 CZK of the entered value from 300 CZK to 5000 CZK. For example, when you enter the parcel value of 1000 CZK, you will pay +3.50 CZK for insurance on top of the delivery price.

  Are there any hidden charges?

  No, the app always shows you the final price and you shall confirm this amount in the last step of entering the parcel.

  Will I get a confirmation of payment?

  Yes, the confirmation will be shown directly in the app and we will also send you an electronic proof of payment document to the email you have provided.

• How big can the parcels be in order to send them via #BetweenUs?

  Parcels with a maximum weight of 5 kg and dimensions of 50x40x30 cm can be sent via this service. The sum of the length, width and height of the parcel must not exceed 120 cm. The minimum dimensions of the parcel must not be smaller than 10×7×1 cm.

  Can I send letters via #BetweenUs?

  No, as long as its dimensions are no larger than 10×7×1 cm.

  What happens if I don't meet the weight or size limit?

  If the parcel is smaller, larger or heavier than our limits, it will be returned to the submission point without entitlement to a refund for shipping costs. You will receive an informative email and text message from us to pick up your parcel.

  What can I send via #BetweenUs?

  You may send anything that meets the parameters and terms and conditions. Common items include clothing, children's goods, toys, books, textbooks and scripts, small electronics (mobile phones, power banks, laptops, GoPro cameras, drones, small accessories, etc.), collectibles and fan merchandise (figurines, cards, merchandising, coins, etc.), stationery, media (games, movies, music on CD, DVD, etc.), gaming accessories, small sports equipment, etc.

  What can I not send through #BetweenUs?

  Large, bulky or heavy items (furniture, tires, refrigerators, TVs, etc.), liquids (laundry detergent gels, cleaning products, alcohol, preserves, etc.), very fragile and sensitive goods (porcelain, glass, crystal, diagnostic equipment, etc.), dangerous or illegal goods (drugs, explosives, flammables, etc.). Please refer to our terms and conditions for a complete list of goods excluded from shipping.

  Can a parcel have black packaging?

  Yes.

  How long will it take for the parcel to reach the recipient?

  80% of shipments 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.

  Can I send parcels abroad via #BetweenUs?

  Currently, it is also possible to send parcels to Slovakia using this service. The price for delivery to a pick-up point in Slovakia is 85 CZK, for delivery to an address you will pay 149 CZK. The price for cash on delivery and insurance is the same as when sending within the Czech Republic.

  How do I find the submission point?

  You can find here a list of our submission points. Just click on the submission point field between the filters and search for the one closest to you. 97% of our pick-up points also serve as submission points.

  Will I get a confirmation that the parcel has been delivered?

  Yes, as soon as you inform the staff at the submission point of the password, the physical receipt of the parcel will take place (the status of the parcel will change in the mobile app) and we will also send you an electronic proof of parcel receipt document to the email you have provided.

  The parcel has been paid for, but I changed my mind about sending it. What do I do now?

  This is no problem. If you have paid for the parcel but do not take it to the submission point, the parcel will be automatically cancelled after 5 days. The payment will then be refunded back to your account (usually within 2 working days).

  Is the age of 18 a requirement for using the #BetweenUs service?

  No.

  Why can't the staff at the submission point enter the parcels into the system instead of me?

  The principle of the #BetweenUs service is that we perform the maximum number of tasks outside the submission points. As a result, there are no lines at the submission and pick-up points which will be appreciated by all of us.

• What do I need in order to send via #BetweenUs using my mobile?

  Have the Zásilkovna app and credit card downloaded.

  Where can I download the mobile app?

  You can download the mobile app in the AppStore or Google Play.

  Does the recipient of the s parcel also need to have the app installed?

  No, the app is only required for the sender. However, if the recipient has the app installed, he/she will have a better overview of the parcel.

  Why do I need to provide my email and phone number when I register in the app?

  These details serve as an important communication and identification channel. We will send you all documents (proof of receipt, payment, etc.) to your email. The phone number is then important for pairing your account with the mobile app.

  Does the app also work offline?

  No, you need to be connected to the internet while entering your parcel into the app. It doesn't matter if it's via mobile data or Wi-Fi.

  What if I don't want to pay by card through the app?

  Unfortunately, no other payment option is possible (bank transfer, cash or card payment at the submission point).

  Is my data secure when I pay by card?

  Of course it is. This service is covered by the company Zásilkovna and the bank ČSOB. Your data is thus fully and anonymously protected.

• What can be the subject of a #BetweenUs service complaint?

  The subject of a Between Us service complaint is for example, the loss of a parcel, its destruction, damage or loss of contents.

  The recipient did not receive the parcel sent via #BetweenUs. What should I do?

  Contact us via the web form or by email at reklamace@zasilkovna.cz.

  My parcel has arrived destroyed or damaged. What should I do?

  Contact us via the web form or by email at reklamace@zasilkovna.cz.

  Why can't I file a complaint directly at the submission point?

  The pick-up and submission points are only contractual partners. The IT system at their disposal does not allow them to receive complaints. The reason for this is to make sure that we do as much as possible outside the pick-up and submission points and do not create unnecessary lines.

  The parcel is visibly damaged. Do I have to accept such a parcel?

  No, if you accept a parcel that is damaged, torn or deteriorated, and subsequently wish to file a complaint, we would not be able to accept it because it would be impossible to prove that the damage occurred during shipping. The recipient must therefore inspect the parcel during pickup and, if the packaging is damaged, may return the parcel to the pick-up point staff, which will pass it on to us.

  In what cases can a complaint not be accepted?

  When the contents of the parcel are damaged but the packaging shows no signs of damage. This is an indication that the goods have not been packaged correctly.

  How to correctly package the parcel so that it arrives safely and a complaint is not necessary?

  Every parcel must be packaged in such a way that the packaging and the filling of the parcel provide sufficient protection for the goods being shipped. Here you will find instructions on how to package your parcel correctly. During transport, the parcel is subject to many forces (e.g. in a fully loaded car driving on a damaged road), which can collectively be compared to a parcel falling to the ground from a height of 1 meter. The packaging and filling of the parcel must therefore protect the goods in this case as well, as it is not possible to eliminate these forces by 100%.

  Who can make a claim, the recipient or the sender?

  The parcel belongs to the sender until it is handed over to the recipient at the pick-up point. This means that in most cases, it is the sender who files the complaint. In our complaint form you will find a form for both the sender and the recipient. If you are not sure who should handle the complaint, please choose any option or email us at reklamace@zasilkovna.cz.

  What is the time limit for processing a complaint?

  The time limit for processing a complaint is 30 days from confirmation of receipt of the complaint.

  What is the complaint procedure?

  • In the event of loss or complete destruction of a parcel during shipping, an amount equivalent to its value is paid to the sender. Each parcel is automatically valued at 300 CZK when entered into the system, but it is possible to set a higher value, up to 5,000 CZK.

  • In the event of damage to the contents of the parcel during shipping, a complaint process is initiated to investigate the reason for the damage. In particular, the quality of the packaging and filling material is examined. In the event of a justified complaint, the amount corresponding to the value of the parcel is then paid again.

  • In the event of loss of the contents of the parcel, the matter will be forwarded to the Police of the Czech Republic. In such a case, Zásilkovna is ready to provide full cooperation, including the provision of camera footage. If it is proven that the loss occurred during shipping, an amount equivalent to the value of the parcel will be paid to the sender and this amount will then be recovered from the offender together with other costs.