Parcel lockers and courier delivery services have become an integral part of everyday life, particularly for online shopping. At the same time, consumers are increasingly encountering situations where deliveries are delayed, damaged, redirected to another collection point, or raise concerns about possible fraud.
To help consumers act safely and confidently, the Consumer Rights Protection Centre (CRPC) has compiled practical advice to consider before sending a parcel or placing an order, while waiting for a delivery, and upon receiving it.
Before Sending a Parcel or Placing an Order
- Check the delivery timeframe and service terms and conditions.
- Make sure that the correct telephone number and email address have been provided.
- Package the parcel in accordance with the service provider’s requirements, especially if it contains fragile items.
- Keep receipts, tracking numbers, collection codes and correspondence.
While Waiting for a Delivery
- Monitor the shipment status using the tracking number.
- Save screenshots if delays or changes to the delivery arrangements occur.
- If the parcel is delayed or redirected, contact the service provider and ask for an explanation.
Upon Receiving a Parcel
- Check the condition of the packaging.
- If the parcel is damaged, immediately take photographs of both the packaging and the contents.
- Keep the packaging, as it may serve as evidence.
- If the parcel has not been delivered, is damaged, or has been lost, contact the seller and/or the delivery service provider.
- In the event of an unsuccessful delivery, document the facts and request an explanation.
Particular attention should also be paid to security. If you receive an unexpected cash-on-delivery parcel, it is advisable to refuse it, as it may be an attempt to obtain money fraudulently. Consumers should remember never to disclose PIN codes, collection codes or any other information that would allow another person to collect a parcel on their behalf.
If you receive a suspicious email or text message, do not rush to open links or enter personal or payment information. First, verify whether you are actually expecting a shipment from the delivery service provider in question.
If a dispute arises concerning delivery, damage, delay or loss of a parcel, a complaint should be submitted to the service provider in writing, together with any available evidence, such as receipts, tracking numbers, screenshots, photographs and correspondence.
To make it easier for consumers to find key information in one place, the CRPC has created a dedicated section on its website covering the use of parcel lockers and courier delivery services and has also prepared an infographic containing practical tips for the safe sending and receiving of parcels.