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

After ordering a shipment delivery service, the shipment documents must be printed and attached to the shipment. 

These documents are sent by email, or you can download them from your Sendparcel account. They are needed so that the shipment can be properly collected, identified, and delivered. 

Yes, the sender must use the shipment documents provided to them. If the shipment is sent from a country outside the European Union, the customs invoice must also be used. All required documents and instructions are sent to the sender by email, which you provide when placing the order, so it is very important to enter the sender's correct and active email address. If the shipment documents are not used, additional delivery-related charges may apply, and it may also not be possible to track the shipment online. 

The shipment documents are automatically sent by email. You can also find them by logging in to your Sendparcel account - in the My Orders section, by selecting the specific order and opening the Documents section. 

The shipment documents are automatically sent by email immediately after payment for the service is received. 

You will also be able to find them by logging in to your Sendparcel account. 

Shipment documents are needed so that the shipment can be properly identified, collected, tracked, and delivered to the recipient. These documents contain the most important information related to the shipment, so they must be printed and attached to the shipment packaging. If the shipment is being sent to a country outside the European Union, the customs invoice must also be printed, signed, and attached to the shipment. 
If the shipment documents are not used, the shipment may be identified incorrectly, held, lost, or transported not according to the ordered service. This may also result in additional charges, a price difference, or a delay in delivery. In some cases, the shipment may be held until issues related to missing information or payment are resolved. 

Yes, it is necessary to use all received shipment documents according to the instructions provided in them. Some documents must be attached to the shipment, while others must be handed to the courier. A document with the courier's signature must be kept only in cases where this is indicated in the specific instruction, as couriers are not required to sign in all cases. If the shipment is travelling outside the European Union, the customs invoice must also be printed, signed, and attached to the shipment. If the required documents are not used, the shipment may be lost, held, or additional charges may be applied.