What to Do in Case of Problems?
Didn't Receive a Parcel Code
- If you didn’t receive a parcel code after creating a shipment: Please first check under Menu → Shipments to see if the parcel data is there. If not, please contact us.
- If you know the parcel should have already arrived at the locker, but you haven’t received the door code, it’s likely that the phone number was entered incorrectly. In this case, please contact us so we can help resolve the issue.
Parcel Lost
- If your parcel is lost or the contents are damaged, please contact us and send a document proving the parcel’s value (e.g., payment confirmation, receipt, or invoice) and a photo of the item, if possible.
Parcel Delayed
- Delivery within the same country usually takes 2-3 working days. In rare cases it might take 1–2 weeks instead of a few business days – especially around the Christmas season. If more than a couple of weeks have passed since the estimated delivery date, please get in touch with us.
- International delivery usually takes around 10 days to reach the destination. If more than a couple of weeks have passed since the estimated delivery date, please get in touch with us.
Locker Opened but Parcel Not There
- If you open the parcel locker and the compartment is empty. Please do not leave the location. Immediately contact the customer service of the respective courier company
- Can’t Find the Shipping Label. All created and sent labels are available under Menu → Shipments.
If you can’t find the label there, please contact Shipit24 customer support.
Entered Incorrect Recipient Information
- If the parcel has already been dropped off: Please email info@shipit24.eu with the parcel number and the correct recipient information.
- If the parcel is still with you: Do not drop it off at the locker. Contact us so we can refund the cost as credit to your Shipit24 account and you can create to new label with correct information. Please email info@shipit24.eu with the parcel number and note that it was incorrectly created but not yet submitted to the courier. After that, you can create a new shipment with the correct details.