FAQ

Collection and delivery

Customs, imports and third-country shipments

Claims, compensation and insurance

Ordering and using the platform

Packaging and shipment contents

Invoices and payment

Pallets

Shipment documents

E-commerce integrations

You can pay for the shipment delivery service in several ways - via online banking, payment platforms, payment card, advance invoice, Sendparcel credit, or by visiting the Sendparcel office. 

More information can be found on the payment methods page. 

A VAT invoice is issued according to the details provided in your account at the time of the order. If you want the invoice to be issued with different details, before placing the order please check and, if necessary, update the information in the My Details section. 

Please note that in this section the customer can edit only certain details. If you need to change other company details, or if the invoice has already been issued and needs to be corrected or reissued, contact customer support by email at [email protected], indicating the order number and the correct details. Invoice corrections or reissuance are possible only in certain cases according to the applicable accounting requirements. 

The issued invoice will be sent to you by email. You will also be able to download it in PDF format by logging in to your Sendparcel account and selecting the specific order in the order list. If you have not received the invoice, we recommend checking your spam or junk folder, and if you still cannot find it, contacting our team. 

During your first order, you can choose how often you want to receive invoices. You can also change this setting later in the My Details section of your account. Invoices may be issued at the end of the day or at the end of the month, depending on the selected setting.

The VAT invoice is issued according to the details specified in your Sendparcel account. If you want the invoice to be issued with different details, update the information in the My Details section before placing the order. 

The invoice is usually sent by email. If you have not received it, we first recommend checking your spam or junk folder, because automatic emails sometimes end up there. You can also always find the invoice in your Sendparcel account - by selecting the specific order in the order list. 

If you cannot find the invoice either in your email or in your account, contact our team. 

A 0% VAT rate is applied on the invoice for those shipping services for which a zero VAT rate may be applied under the applicable legal regulations. This most often applies to shipments that are sent outside the European Union or imported from countries outside the European Union. Shipments within the European Union are generally subject to the standard 21% VAT rate. 

The order starts being processed only after payment confirmation is received. Bank transfers may take up to 1-2 business days to be processed, depending on your bank, while card payments or payments made through electronic payment systems are usually confirmed faster. If you have already made the transfer, check whether you have received an email with the shipment documents, whether the order has remained in the My Cart section, and also review your spam or junk folder. If more than 2 business days have passed and the payment is still not credited, contact us via Live Help or by email at [email protected] and attach the payment confirmation.