GLS Mobile APP
Receive updates about your shipment’s progress directly on your smartphone. With our free app, GLS recipients are always in the loop.
Download the GLS Mobile App for Apple users and for Android users.
If you need an help please send an e-mail to appgls@gls-italy.com and you will receive shortly a reply to your questions.
Delivery options
Agree with the sender how to receive your shipment just the way you want it. GLS offers you a huge range of delivery options.
Contact us
For information on your shipments’ status, call us on +39 02.98.03.55.56 or use the contact form in the section provided.
Security alert
Watch out for fraud
Online and email scams are becoming increasingly common. Criminals posing as GLS send false emails, especially to private customers but also to companies, often containing requests for payment. If you receive an email like this, you must inform GLS immediately; never pay the money requested.
Fraudulent emails often contain spelling and grammatical errors or grainy, fuzzy company logos. If you do not know the sender, then do not open any attachments.
GLS cannot accept liability for any damage due to fraudulent activities by third parties who misuse GLS’s name.Beware of offers of work as an “agent”
Criminals ordering products online using false identities and illegally obtained credit card details have recently stepped up their efforts to recruit “agents”. The work they offer is usually part-time and involves collecting packages and shipments from other addresses, often abroad. Their aim is to conceal the final location of fraudulently obtained goods. Those who accept that work, presumably for money, become party to fraud (such as money laundering) and put themselves at risk of prosecution and financial penalties.
GLS fights fraud
GLS is constantly striving to protect our customers against scams. We work hard to identify people who attempt to misuse GLS’s shipping system. We apply high security standards across the entire group, and we handle customer data accordingly.
Complaints
Use this section to make a complaint
At GLS, we invest in improving the quality of our shipping system to respond more and more effectively to all our customers’ needs. If you are not satisfied with any aspect of our service, please tell us, and we’ll listen to your complaint. To contact us, fill in the form in Contact section.
To help us respond to your complaint as swiftly as possible, please write your GLS tracking number.
What should I do if my shipment is damaged?
The sender is responsible for packing the goods properly. If an envelope or box has been tampered with or altered somehow, then you may refuse to accept the shipment. Our driver will then bring the goods back to our office, informing the sender why you refused the delivery and asking for their instructions.
If, after taking delivery, you find that the contents are damaged, please tell the sender as soon as possible. GLS cannot and must not check the content of shipments in our care.
Delivery options
GLS offers senders a huge range of delivery options. Ask the person who requested the shipment what type of delivery suits them best.
With some additional services, you can find out when your shipment is about to arrive, for example, so that you can arrange for someone to be in to receive it. These are the options that GLS offers.
DepotPickUpService
If the sender requests, you can collect your shipment from the GLS office nearest your home with an ID document and GLS reference number. Our offices are open from 8.30 a.m. to 1 p.m. and from 2.30 p.m.to 6.30 p.m. Monday to Friday and from 8.30 a.m. to 12 noon on Saturday.
Express12Service - Delivery by 12 noon
If you need your shipment to be delivered by 12 noon, you can arrange with the sender to use our Express 12 Service. First, please check that this service is available where you live. With Express 12, you can organise your day and receive your delivery conveniently at your door.
SaturdayService
GLS can deliver your shipment on Saturday, if you prefer. Agree this additional service with the sender. Your shipment will be delivered to you on Saturday morning at the address you gave.
IdentPINService - Delivery service with PIN
The sender can ask us to deliver the shipment only after you have entered a PIN on the driver’s palmtop computer. So you can take delivery only if you know the PIN, which the sender must tell you.
Ident PIN makes your deliveries even more secure.
E-comService - E-commerce Service
If the sender requests EcomService, you have the opportunity to agree directly with the GLS final Depot date and time of redelivery if the first delivery attempt is unsuccessful ended.
Check your e-mail and search the email sent by GLS with instructions to rearrange delivery.
FAQs
Here are some quick and simple answers to all your questions.
If you can’t find what you’re looking for, send an e-mail by filling out the form in Contact section.
FAQs about website
FAQs about APP
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First, you will need the tracking number. If you don’t have it, ask the sender. For shipments within Italy, it has 1 or 2 letters and 8 or 9 digits; for international shipments, 11 or 12 digits and no letters. Simply enter the tracking number in the space provided to find your shipment.
Alternatively, call customer services on +39 02.98.03.55.56 and follow the simple automatic instructions. -
Yes, the Track & Trace section has the most up-to-date details on the status of your shipment. Information on its progress is updated every time the GLS delivery system reads a label. If the shipment has to travel the length of the country or is bound for abroad, then there may be a few days between updates.
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No. You must ask the sender to do so.
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For shipments consisting of several packages within Italy, you need just one tracking number to monitor all the packages. For international shipments, the sender must provide a tracking number for each individual parcel shipped. The name or the sender/recipient details are not enough.
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We suggest that you check the Expected Delivery Times section, entering the starting locality and the destination. Then check your shipment’s status in the Track & Trace section, by entering the tracking number provided by the sender. If you find that a problem has occurred, report it to the sender or the person who paid for the shipment so that they can open a complaint.
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Standard shipments are delivered during the day, typically between 8.30 a.m. and 6.30 p.m. Delivery can be tailored to the recipient’s special requirements, but only if the sender has paid for one of the additional services available.
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For logistical/distribution reasons, the shipment will be delivered on the next working day (excluding Saturday, Sunday and public holidays).
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Sometimes, e.g. for delivery to Italy’s small islands or remote areas, we use a local partner to transport the shipment on the final leg of its journey and deliver it.
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To arrange a redelivery, you must contact the sender. Generally, for online orders, the sender’s details are available on the website where the purchase was made.
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That means that the recipient did not accept the shipment. Only the sender can release it and reschedule it for delivery.
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The delivery address cannot be found because some details are wrong or missing. Only the sender can complete or correct the shipping address and release the shipment. We always recommend that you give all the details that may help to get the shipment delivered: the name on the doorbell, the street and number, the postcode, the city, locality, district and any staircase number, flat number, block number, etc.
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The shipment is waiting at the GLS office for the recipient to collect it. To do so, the recipient must bring an ID document and the GLS reference number. If the recipient cannot go to the office, they can nominate someone else. That person will need the tracking number, a photocopy of the recipient’s identity document, their own identity document, and the recipient’s authorisation for them to collect the shipment.
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The shipment has not arrived yet, it is in transit. you must wait for an update the next day.
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The shipment will be delivered on the next working day (excluding Saturday, Sunday and public holidays). For shipments using the E-ComService, the recipient will receive an email with the link to release the shipment, where they can choose a date and a time band for the redelivery. If the recipient does not receive it, they can contact the sender to get the shipment released.
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The shipment is considered damaged if the packaging, the envelope or the contents have sustained damage. We recommend either that you sign the delivery note “with remarks” when you take delivery or that you refuse to accept the shipment. If you have found that the contents are damaged, then you must tell the sender or the person who paid for the shipment so that they can make a complaint. Complaints must be made within 8 calendar days from the day after the delivery date.
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We take great care to deliver everything correctly, but a shipment may occasionally arrive at the wrong address. If that happens, please tell GLS customer services, stating: • the tracking number, i.e. the code made up of numbers and letters under the barcode on the shipping document • the details of the person who received the shipment in error • the details of the correct recipient stated on the address on the packaging.
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Tell the sender immediately; they can ask for proof of delivery (only the person who paid for the shipment can do this), and then they can make a complaint, if necessary.
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To book someone to collect a shipment from your home, simply use the pick-up request function. To book a collection for the same day, you must make the request before 1 p.m. If you book after 1 p.m., then someone will come on the next working day. If you are an account holder, you must log in using the credentials provided by the GLS office where you opened your account. If you are not an account holder, you must register to use this service. “Carriage paid” means that the sender pays for the shipment; “carriage unpaid” means that the recipient pays.
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Go to the menu and in the section “My shipments” a screen will appear with a list of all of the tracked shipments up to that point and their status.
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- Apple user: Simply drag the shipment which needs to be removed to the left and click the Remove button.
- Android user: Just press on shipment to delete until you see the button and tap Delete. -
Click the arrow in the pane of the desired shipment and the relevant shipment details will appear.
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GLS Mobile needs to know your location so that it can find the nearest Depot to you. The first time you access “Depot Locator” an automatic message will appear asking for your consent to the recording of your geolocation. If you refused to give consent and later want to activate the function, you need to unblock it in the settings of your smartphone.
- Apple user: To activate or deactivate the location services go to: Settings > Privacy > Location Services
- Android user: To activate or deactivate the location services go to: Settings > Location -
On the menu, select “Depot Locator” and click the button “Find the GLS depot nearest to you”
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After you have researched a Depot or consulted the list of Depots, click on the area of your Depot of interest and you can view all contact details.
