FAQs

Here are some quick and simple answers to all your questions.
If you can’t find what you’re looking for, call GLS customer service on 199 151 188 between 9 a.m. and 6 p.m. Monday to Friday or email customerservice@gls-italy.com.

FAQs about website

How can I track my shipment?

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 199.15.11.88 and follow the simple automatic instructions.

Is the shipment status on www.gls-italy.com up to date?

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.

Can I change the delivery address?

No. You must ask the sender to do so.

How can I track a multi-item shipment?

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.

My shipment hasn’t arrived yet. What should I do?

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.

My shipment should arrive today. What time will the courier come?

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.

What does “NOT DELIVERED SHIPMENT” mean?

For logistical/distribution reasons, the shipment will be delivered on the next working day (excluding Saturday, Sunday and public holidays).

What does “WITH AGENT” mean?

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.

What does “AWAITING SENDER’S INSTRUCTIONS – SHIPMENT IN STORAGE” mean?

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.

What should I do if my shipment says “REFUSED”?

That means that the recipient did not accept the shipment. Only the sender can release it and reschedule it for delivery.

What does “INCOMPLETE OR INCORRECT ADDRESS” mean?

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.

What does “SHIPMENT WAITING IN STORAGE” mean?

The shipment is waiting at the GLS office for the recipient to collect it. To do so, the recipient must bring an identity document. 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.

What does “WAITING TO THE DEPOT OF DESTINITY” mean?

The shipment has not arrived yet, it is in transit. you must wait for an update the next day.

What should I do if my shipment says “NOT IN ON FIRST DELIVERY ATTEMPT”?

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.

My shipment has arrived damaged or has been tampered with. What should I do?

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.

I have received a package that is not mine. What should I do?

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.

Your system says that the shipment I’m waiting for has been delivered, but I haven’t received it. What should I do?

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.

How do I ask for something to be collected?

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.


FAQs about APP

Where can I find the list of my shipments for which I have implemented Track&Trace?

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.

How do I remove a tracked shipment which appears in the “My shipments” list?

- 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.

How do I view the details of a current shipment in the “My shipments” list?

Click the arrow in the pane of the desired shipment and the relevant shipment details will appear.

Why does GLS Mobile require consent to the tracking of your geolocation?

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

How can I find the Depot nearest to me?

On the menu, select “Depot Locator” and click the button “Find the GLS depot nearest to you”

Where can I find the contact details of my selected Depot?

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.