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Frequently asked questions and answers

• Why was my parcel redirected?

  Parcels are redirected by the system only in exceptional cases, such as when the selected pickup location is unavailable at the time of delivery due to holiday closures or full capacity. In the case of Z-BOX, this may occur after the maximum number of attempts to insert the parcel has been made, but insertion could not be completed due to capacity constraints.

  We always try to make sure that the selected replacement pick-up point is close to the originally chosen pick-up point.

  Under what conditions can I have the parcel redirected?

  Parcel redirection is possible in exceptional cases:

  • The pick-up point you selected has a holiday longer than 3 working days.

  • The pick-up point you selected has full capacity and is not currently available.

  • For faster delivery, we have redirected the parcel to a branch that is not suitable for you.

  Are you handling one of these cases? Write to us through the contact form and select the topic Parcel redirection.

  Where is my parcel

  You can track your parcel online by entering the tracking number.

  You will receive the tracking number by e-mail or SMS and you can also find it in our Zásilkovna mobile app. You can also find information about the status of your parcel directly in the Zásilkovna application.

  If your parcel has not moved for more than 24 hours, contact us via the contact form and select the topic Where is my parcel. Don't forget to give us a brief description of what was in the package. This information will help us find it if the label is damaged.

  I'm waiting for a parcel, and it's not showing up in the app

  If the parcel isn’t showing up in the app, there may be a technical issue—try restarting the app. Also, check your email to ensure you’re receiving messages and notifications correctly.

  If you’ve received email notifications, please wait for the information indicating that your parcel is ready for pickup. This will include a password for retrieval. You can then link the parcel to your app using the same password via the “Add Shipment” button in the Shipments tab.

  If you are not receiving notifications or they don’t contain the necessary password, please contact customer service through the contact form.

  I want to change the contact details for my parcel

  You cannot change contact information such as your phone number or e-mail address yourself.

  In these cases, our customer service will help you. You can contact them via the contact form (select the Change of contact details topic).

  Please prepare the tracking number of your parcel, we will need it to change the data.

  I can't open the Z-BOX

  You can open the Z-BOX in two ways - using the mobile application or using a numeric code that you enter on the keyboard on the Z-BOX. If you are picking up the parcel with cash on delivery option, you need to pay the given amount first.
  
  
  Pick up a package using a mobile app? Try going through these steps:
  
  1. Install the most up-to-date version of the Zásilkovna application- it can also be installed using the QR code that you can find on Z-BOX.
  
  2. Enable Bluetooth on your mobile device.
  
  3. Enable location access for Zásilkovna mobile app. How to allow access?
  
    - Open Settings on your phone,
  
    - click apps → installed → Zásilkovna mobile app,
  
    - click on location → choose enable (always/when using),
  
    - confirm to return to the application and restart it.
  
  Alternatively, you can click on the Enable location services button directly in our Zásilkovna application on the start page.
  
  4. Enable GPS (unable to pick up the package without enabling location access).
  
  5. If you chose cash on delivery option for your parcel, you must first pay the amount via the Zásilkovna mobile application through the online payment gateway.
  
  6. Turn on mobile data. If you are not using mobile data, the parcel data can be downloaded in advance on Wi-Fi.
  
  7. When picking up a parcel from the Z-BOX, you need to be at a maximum distance of 2 meters from the Z-BOX.
  
  8. In the application, it is necessary to be registered and logged in as the recipient of the parcel (addressee indicated on the package). It is not possible for you to pick up your parcel from the friend's application — the parcel is routed to a phone number.
  
  How to proceed when picking up a parcel using a keyboard:
  1. You can find the numerical PIN code for picking up the parcel in an e-mail, SMS or in the mobile application.
  2. Enter the pick-up PIN code on the keyboard.
  3. Confirm the input by pressing the green ""Enter"" button.
  4. After opening the box, take out the package.
  5. Close the mailbox.

  What is the parcel storage period in Zásilkovna?

  • The standard storage period for retail store pick-up points is 7 days (when the retail store is open) and an extension of 7 + 7 days is possible (so a total of 21 days at most).

  • The standard storage period of Z-BOXes is 2 calendar days. An extension is possible by a maximum of 1 day for a total of 3 calendar days.

  You can find more information on the storage period of parcels in our blog article.

  During the Christmas season (November and December), we are shortening the storage period at retail store pick-up points to 4 days, with the option to extend by 2 days. For the latest information, please visit our blog.

  How to extend the storage period of the parcel?

  The storage time of the parcel can be extended only when it is in the status Ready for pickup.

  How can the storage period be extended?

  • In the web tracking of the parcel (click on the Extend storage period button and choose the date until which you want to extend the storage period).

  • In the Zásilkovna mobile application (in the app click on the three red dots and then on the Extend option).

  • Alternatively, use our contact form.

  Clear instructions on how to proceed the extention can be found on the blog.

  The standard storage period for retail store pick-up points is 7 days, and an extension of another 14 days is possible.

  You have 2 calendar days to pick up a parcel going to Z-BOX. Extension is possible by 1 day for a total of 3 calendar days.

  If you do not pick up the package in time, it will automatically be sent back to the sender as a so-called "return" and the sender must then send it to you again.

  During the Christmas season (November and December), we are shortening the storage period at retail store pick-up points to 4 days, with the option to extend by 2 days. For the latest information, please visit our blog.

  What if I don't have time to pick up my parcel?

  If you are unable to pick up the parcel, it will be automatically returned to the sender. This process cannot be changed.

  Did you pay cash on delivery in advance? You don't have to worry about anything. We will send the cash on delivery back to you when the sender picks up the parcel.

  Can someone else pick up my parcel from Zásilkovna?

  Yes. If the parcel is waiting for you at our retail store pick-up point or is being delivered to an address, give your chosen person the password to pick up the parcel (either on a note, or forward an e-mail, SMS).

  If you need someone else to pick up the parcel from Z-BOX for you, this is possible via the Parcel sharing function in our mobile application. You can find instructions for parcel sharing via the app on the blog.
  

  In case of pickup from a Z-BOX with a keyboard, all you have to do is give the person the code for pickup.

  I'm searching for a pick-up point or opening hours

  A list of pick-up points, including information on opening hours, can be found here.

  I want to return the parcel

  If the sender sent you the package through our app, you send the package back to him in the same way. Just create the shipment request in the standard way in the application. Find out how here.

  We offer senders (online shops) two services that provide reverse logistics:

  1. Return shipment

  You return the parcel with the code provided by the sender (the online shop to which you are sending the goods back). You bring the packaged goods you want to return to the drop-off point, dictate this code to the staff, and you don't have to worry about anything else.

  2. Complaints assistant

  Even in this case, it is necessary to contact the sender of the parcel, who will provide you with a special label. It will either come to you by e-mail or already together with the goods in the original package.

  Then all you have to do is wrap the goods, stick a label on the box and take it to one of our drop-off points. Don't have a printer? It doesn't matter — write down the ten-digit tracking number from the label and ask the staff of the drop-off point to print it out.

  I want to claim a parcel

  If you want to file a complaint, please use the complaint form, which will advise you on what details need to be provided to us.

  The complaint is filed by a so-called authorized person. The recipient of the parcel becomes an authorized person only after picking up the parcel. If the parcel is in the In transit status, you need to contact the sender of the parcel.

  Did something go wrong during the delivery of your package?

  We will be very happy for your feedback, it helps us to constantly improve the services of Zásilkovna.

  If something was not to your liking, write to us through the contact form and select the topic Complaint/Negative experience.

  We will do our best to make you satisfied next time.

  How is cash on delivery paid? Can I pay by bank transfer?

  Cash on delivery cannot be paid by bank transfer. The only possible way to pay cash on delivery is through an online payment gateway.

  You can pay cash on delivery in the application or by clicking through online tracking.

  1. Search for a package to pick up.

  2. Click on Pay cash on delivery.

  3. You will be redirected to a secure payment gateway where you will fill in your card details.

  Make sure that your card is enabled for online payments and that you have set a sufficient limit for internet payments.

  Where will you deliver my parcel if my selected Z-BOX is full?

  If the Z-BOX you selected is repeatedly full for two days in a row, we will send you an e-mail with the option to choose a replacement pick-up point of your choice.

  If you can't make the selection, don't worry. Our system will select a nearby free and suitable pick-up point for you, where you can pick up the parcel as soon as possible.

  How do I filter Z-BOXes? I want my parcel to arrive here.

  In the web widget, you can find the "boxes" filter in the "Type" section. In the online shop widget, it depends on what this online shop allows as a possible delivery method. If the given online shop has Z-BOXes enabled, you can easily filter them in "Pick-up point type".

  I no longer wish to recieve the parcel

  If you no longer want to pick-up the parcel, just wait for the storage time to expire, then we will automatically return it to the sender.

  Have you already paid cash on delivery in advance? You don't have to worry about anything. We will send the cash on delivery back to you when the sender picks up the parcel.

  How can I return parcel to the online shop/sender?

  Did the sender send you the package via the app?

  Return the parcel to him in the same way. Create the parcel in the standard way in the application. Find out how on our blog.

  Did you receive a parcel from the online shop?

  In this case, contact the online shop from which you ordered the parcel. Its staff will advise you how to send it back (because it depends on what solution the online shop uses).

  Where can I get proof of cash on delivery payment?

  When paying by card, we will send you a confirmation to the e-mail address provided for the parcel.

  If you pay for the parcel in cash at the pick-up point, the confirmation will be issued directly by the operator upon delivery of the parcel.

  When paying in cash to our courier, we will send you a confirmation by e-mail.

  I did not receive the notification with the password for parcel pickup

  We always send the password for picking up the parcel to the e-mail indicated with the parcel. At the same time, we send a notification to the Zásilkovna mobile application or SMS.

  If you have not received the password for picking up the package, but you know the tracking number of the package and know that the parcel is ready for delivery, then the branch staff can issue it to you on the basis of an identity document, which must match the name and surname of the addressee listed on the package.

  I have the parcel with me, but I get a notification asking for pickup

  It is possible that there was an error during delivery and the parcel was not properly terminated in the system. In this case, contact us via the contact form and select "Problem with picking up the parcel at the pick-up point" as the reason for the contact. We will check the situation and fix it.

  How can I pay cash on delivery at the pick-up point?

  There are three ways to pay cash on delivery at the pick-up point:

  • Online payment in advance via our mobile application. Online payment is possible by credit card or GooglePay/ApplePay service.

  • Through an online payment gateway through a click in online tracking.

  • Directly upon receipt of the parcel by card or cash at our pick-up point.

  The pick-up point did not give me a confirmation of the cash on delivery payment

  If you paid cash on delivery by card, you will find a confirmation in your e-mail.

  If you paid by cash and the branch staff did not issue you a confirmation of payment, then contact us via the contact form and select the topic Cash on delivery payment confirmation.

  Where can I find an overview of available Z-BOXes?

  You can find an overview of all available Z-BOXes directly on our website in our search engine (widget). You can check the Boxes box in the For recipient filter.

  An overview of available Z-BOXes is also part of our Zásilkovna mobile application.

  Is it possible to open the Z-BOX remotely?

  It isn't. To open the Z-BOX via mobile app, you need to be at a distance of approximately 2 meters from it.
  If you open the mailbox using a numerical code, it must be entered on the keyboard located on the Z-BOX.

  How does parcel sharing work?

  If you want to share the parcel with another person, it is possible to do so via the parcel sharing function in the mobile application. You can find easy instructions for sharing a parcel via the app on our blog.

  The application cannot be downloaded, the message "The application is not available in your country" is displayed

  The Zásilkovna application is available for Android mobile phones in Google Play or Apple in the App Store. The application store must be set to the supported countries of our application, i.e. the Czech Republic, Slovakia, Hungary or Romania. You make the settings directly on your mobile phone.

  What should I do if I have a technical problem with the app?

  In case the Zásilkovna application does not work as you are used to, try updating it to the latest version. Alternatively, log out and log in again. If this does not help and the problem persists, do not hesitate to contact us through the contact form.

  What are the cash on delivery payment methods in the mobile application?

  Cash on delivery in the application can be paid in two ways:

  • by credit card,

  • GooglePay/ApplePay.

  I have a problem with paying cash on delivery in the application

  Make sure that your card is enabled for online payments and that you have set a sufficient limit for internet payments.

• Where is my parcel?

  You can track your parcel online by entering the tracking number.

  You will receive the tracking number by e-mail or SMS and you can also find it in our Zásilkovna mobile app. You can also find information about the status of your parcel directly in the Zásilkovna application.

  If your parcel has not moved for more than 24 hours, contact us via the contact form and select the topic Where is my parcel. Don't forget to give us a brief description of what was in the package. This information will help us find it if the label is damaged.

  How to submit and send a parcel?

  All you need to send a parcel via Zásilkovna is a mobile phone with the Zásilkovna mobile application downloaded.

  First of all, you need to create an order for parcel transportation in our Zásilkovna application. This is the only way for a natural person to send a parcel through Zásilkovna.

  You can submit the parcel in a few clicks in the app:

  1. In the app, you click on the Ship a parcel button. All you have to do is enter the recipient's name, phone number and e-mail, select the destination city and additional services, such as Shipment value compensation service and cash on delivery option, or the Age verification service.

  2. Subsequently, you will see the price clearly without hidden fees. Payment is fast and secure and takes place via an online payment card or GooglePay/ApplePay. After payment, the parcel is entered into our system, which confirms the generated password.

  Then all you have to do is pack your parcel properly and take it to one of our drop-off points.

  How to submit a parcel at a retail store drop-off point?

  Show the password to the drop-off point staff. Based on it, they generate a shipping label with a barcode, which is stuck on the parcel.

  How to submit a parcel via Z-BOX?

  When you choose to submit via Z-BOX, the application will generate a 6-digit submission password that you simply write on the parcel. Details can be found here.

  How can I cancel a parcel shipping order?

  If you created a parcel in the app but have not yet physically submitted it at a drop-off location or via Z-BOX, it will be automatically canceled five days after creation.

  Alternatively, you can use the ‘Cancel Submission’ option directly in the mobile app. Click on the three dots next to your shipment and select ‘Cancel Submission’ from the list.

  The payment for shipping is held in your bank account for the validity period of the submission password (5 days). Once the password expires, the payment will automatically be released and returned to your available balance.

  If you have already physically submitted the parcel, please contact us via the contact form (select the topic ‘Cancel/Shipment Cancellation’). We will process your request. However, in this case, a refund is not possible, as the parcel has already been accepted for transport.

  How to send a parcel with cash on delivery option via Zásilkovna?

  Submit the parcel in the Zásilkovna mobile application:

  1. Click on the Ship a parcel button.

  2. Select the destination country (Czech Republic, Hungary, Romania or Slovakia) and choose whether you are sending a standard or oversized parcel. Fill in the recipient's information (section To whom) and select a place of delivery, or enter an address (section Where).

  3. In the fourth step (Services section), click the sliding button to turn on the cash on delivery option (COD). In the field Amount for the addressee, you enter the amount that the addressee (buyer) should pay you (enter the final amount including shipping and cash on delivery fee, i.e. price of goods + shipping price + cash on delivery price = total amount). In the Bank account field, enter your account number for which you will receive a due date.

  4. In the last step, you just check the details of the recipient and the delivery method. Here you will also see an overview of services, including cash on delivery and the amount of the prepayment. Then all you have to do is select a payment method (card, or Apple Pay or Google Pay) and pay for the parcel.

  5. After submitting the parcel in the app, all you have to do is go to the nearest Zásilkovna drop-off point (you can find an overview of them here) and report the delivery code that you will see in the application to the drop-off point staff. You don't need to print any labels on the package or fill out a delivery slip.

  More details including examples can be found in the article on our blog.

  Where is my COD?

  Cash on delivery payment will arrive to your bank account within 10 working days from the delivery of the parcel to the recipient (that is, 10 working days from the change of the status of the parcel to "issued and accounted for").

  If 10 business days have not yet passed, we are currently processing the payment and ask for your patience.

  If you are waiting more than 10 working days, please contact us via our complaint form. Our colleagues will then contact you and resolve the matter with you.

  How to send a parcel abroad?

  Natural persons: You can send the parcel to the Czech Republic, Slovakia, Hungary and Romania. For more information, click here.

  Companies: Online shops registered with us can send goods to 32 countries around the world via Zásilkovna. How it works and how much you pay for delivery can be found here.

  What are the payment methods for parcel shipping?

  Payment for parcel transportation is always paid by the sender when the shipment request is created in the application. We allow online payment by credit card, ApplePay and GooglePay.

  I have a problem with payment for parcel shipping. What can I do?

  Make sure that your card is enabled for online payments and that you have set a sufficient limit for internet payments. Alternatively, we recommend trying to make the payment with another payment card.

  I want to change contact details for parcel recipient

  You cannot change contact information such as your phone number or e-mail address yourself.

  In these cases, our customer service will help you. You can contact them via the contact form (select the Change of contact details topic).

  Please prepare the tracking number of your parcel, we will need it to change the data.

  I want to change my personal data in the application

  You can easily change the data in the application in the Profile tab in the Personal information section. There you can change your name, e-mail and address as you wish.

  How can I change my phone number in the app?

  The phone number cannot be changed in the application. This is because parcels are tied to a phone number (thanks to this, the app will show you when you have a package on the way). However, you can reinstall the app and register under a different number.

  What should I do if I did not receive an email verifying my email address?

  Check your spam and bulk folders first. The email may have wandered in there. However, if you do not find the message in them either, try the following steps:

  • change the e-mail to another,

  • save,

  • change the e-mail again for your requested ones.

  Registration e-mail will be sent again.

  If you still do not receive the email, please contact our support via the contact form. Our colleagues will send you an email manually.

  What are the dimensions for parcels?

  The parameters of parcels submitted through the Zásilkovna mobile app are as follows:

  Standard parcel

  • Maximum parcel weight – 5 kg

  • Maximum size of one side of the parcel – 50 cm

  • The maximum sum of the dimensions of all three sides of the parcel – 120 cm (e.g. a parcel with dimensions of 50×40×30 cm)

  • Minimum dimensions – 10 x 7 x 1 cm

  Oversized parcel

  • Parcel weight – 5-15 kg

  • Maximum size of one side of the parcel – 120 cm

  • The maximum sum of the dimensions of all three sides of the parcel – 150 cm (e.g. a parcel with dimensions of 60×50×40 cm)

  You can find the complete delivery price list here.

  What happens if I do not keep the dimensions of the parcel?

  If the parcel exceeds the permitted dimensions, it will be returned to the sender without the right to a refund. This is because the parcel violates the terms and conditions.

  How to label the package?

  If you submit the package at our retail store drop-off point (Zásilkovna branch), you do not need to write anything on it. You only verbally inform the drop-off point staff of the password that the application generates for you after the shipping request has been created.

  If you send the package via Z-BOX (self-service red box), you need to write a 6-digit password on the package. Again, the application will generate them for you after the shipping request is created.

  You do not need to write the recipient's address or any other contact information on the parcel. Check out our blog for more details.

  What is the price for parcel delivery via the Zásilkovna mobile app?

  For parcel sent to the pick-up point, price for a standard parcel starts from CZK 79, for an oversized parcel from CZK 119.

  For parcels sent to the address, price for a standard parcel starts from 109 CZK, for an oversized parcel from 149 CZK.

  You can find the complete delivery price list at this link.

  Where can I find the password for parcel submitting?

  You can find the password for parcel submitting in your Zásilkovna mobile application. The password is generated after payment.

  I want to claim a parcel

  If you want to file a complaint, please use the complaint form, which will advise you on what details need to be provided to us.

  The complaint is filed by a so-called authorized person. The recipient of the parcel becomes an authorized person only after picking up the parcel. If the parcel is in the In transit status, you need to contact the sender of the parcel.

  Can I insure the parcel?

  No, we do not offer insurance for parcels sent via the app. However, you can use the Shipment value compensation service.

  What does it mean?

  When you enter the declared value of the parcel in the application, you will be reimbursed for the actual amount of damage up to the declared value of the parcel (but up to a maximum of CZK 10,000).

  You can activate the Shipment value compensation service directly in the application in a few clicks, as we mention on the blog:

  • You fill in the data required to send the parcel in the application, as you are used to. The Shipment value compensation service is waiting for you in step 4.

  • In the Declared value box, you enter the value (price) of the goods you are sending. Up to the given amount, we will subsequently reimburse you for any damage caused to the parcel.

  • In the last step, you will see the price for sending the parcel + surcharge for the Shipment value compensation service.

  How much does the Shipment value compensation service cost?

  It depends on the value of the parcel:

  • Parcel up to CZK 300: we will reimburse you for damage to a parcel if its value does not exceed CZK 300 even without using the Shipment value compensation service.

  • For parcels with value from CZK 300 up to CZK 5,000: Shipment value compensation service price is CZK 0,5 for every CZK 100 started.

  Why is the Shipment value compensation service worthwhile?

  The value of the parcel is automatically set to CZK 300. If damage occurs to a parcel for which you did not choose the Parcel declared value service, you will be reimbursed up to CZK 300, even though the actual value of the parcel may be higher.

  Therefore, for parcels whose value is over CZK 300, we recommend using the Shipment value compensation service. In the event of damage to the parcel, you will be reimbursed for its actual value.

  Detailed information can be found in our terms and conditions.

  ​

  How can I submit a parcel via Z-BOX?

  To submit a parcel via Z-BOX, you need a mobile device and our Zásilkovna application. Detailed instructions on how to do this can be found on our website.

  Is delivery to a P.O.Box possible?

  Delivery to P.O. Box is currently not possible.

  How does parcel sending work via the Zasilkovna mobile app?

  Parcel sending with the Zásilkovna application is simple. All the necessary information can be found on our web page BetweenUs.

  Where can I submit the parcel for transport?

  If you are sending the parcel as a natural person through our Zásilkovna mobile application, it is possible to submit it for transport at any retail store drop-off point of the Zásilkovna. Drop-off points are also directly at our depots, or you can also send parcels via Z-BOXes.

  You can find an overview of all drop-off points in or widget. All you have to do is select the filter For senders and check "Drop-off points".

  Is it necessary to print a label on the parcel?

  You don't need to print a label with us.

  If you submit a parcel at our drop-off point, all you have to do is dictate the password to the operator. The label is then printed directly by the drop-off point staff.

  In the case of submitting a parcel via Z-BOX, it is necessary to write the password legibly on the package. Subsequently, all you have to do is insert the parcel into the Z-BOX with the help of the application. Detailed instructions can be found on our website.

  What goods are excluded from transport? / What can I send with Zásilkovna?

  According to our terms and conditions, the following goods are excluded from transport:

  • biological substances subject to decay

  • live animals

  • easily broken and fragile things

  • liquids

  You can find a detailed description in our terms and conditions.

  Where can I download the Zásilkovna mobile application?

  You can easily download the Zásilkovna application directly from Google Play or the App Store.

• How do I proceed when picking up a parcel from Z-BOX?

  You can open the Z-BOX in two ways - using the mobile application or using a numeric code that you enter on the keyboard on the Z-BOX. If you are picking up the parcel with cash on delivery option, you need to pay the given amount first.
  
  How to do it when picking up a package using a mobile app?
  
  1. You need to have the most current version of the Zásilkovna mobile application installed.
  
  You can find the app in Google Play and the App Store, it can also be installed using a QR code, which you can find directly on the Z-BOX.
  
  2. After arriving at the Z-BOX, turn on Bluetooth on your mobile device.
  
  3. Next, enable the Zásilkovna application to access location services.
  
  There are multiple ways to enable an app's location on your device:
  
  A) Enable in phone settings:
  
  open Settings on your phone
  
  in the Applications — installed tab, click on the Zásilkovna application
  
  in the Location section, you must select Enable (always/when using)
  
  finally, confirm to return to the application and restart it
  
  B) Permissions in the Zailkovna application:
  
  open the Zásilkovna application
  
  on the start page, click the Enable/Turn on Location Services button
  
  Attention, it is not possible to pick up the parcel without permission to access the location!
  
  4. Make sure you have mobile data turned on.
  
  If you are not using mobile data, the parcel data can be downloaded in advance on Wi-Fi. (More information can be found in the question How to pick up a parcel without mobile data?)
  
  5. When picking up a parcel from the Z-BOX, you need to be no more than 2 meters away from the Z-BOX.
  
  6. The recipient of the parcel must be registered and logged in in the application — the opening of the Z-BOX mailbox is paired with a specific phone number.
  
  If you want someone else to collect your parcel from Z-BOX, you must share the parcel detail with them. You can find out how to do it on our blog.
  
  7. Did you receive a cash on delivery parcel via Z-BOX?
  
  Then it is necessary to pay the amount first through the Zásilkovna mobile application through the online payment gateway. Simply click on Pay cash on delivery in the app. You can find more information about Z-BOXes on our website.
  
  How to proceed when picking up a parcel using a keyboard:
  1. You can find the numerical PIN code for picking up the parcel in an e-mail, SMS or in the mobile application.
  2. Enter the pick-up PIN code on the keyboard.
  3. Confirm the input by pressing the green ""Enter"" button.
  4. After opening the box, take out the package.
  5. Close the mailbox.

  I can't open the Z-BOX

  You can open the Z-BOX in two ways - using the mobile application or using a numeric code that you enter on the keyboard on the Z-BOX. If you are picking up the parcel with cash on delivery option, you need to pay the given amount first.
  
  
  Pick up a package using a mobile app? Try going through these steps:
  
  1. Install the most up-to-date version of the Zásilkovna application- it can also be installed using the QR code that you can find on Z-BOX.
  
  2. Enable Bluetooth on your mobile device.
  
  3. Enable location access for Zásilkovna mobile app. How to allow access?
  
    - Open Settings on your phone,
  
    - click apps → installed → Zásilkovna mobile app,
  
    - click on location → choose enable (always/when using),
  
    - confirm to return to the application and restart it.
  
  Alternatively, you can click on the Enable location services button directly in our Zásilkovna application on the start page.
  
  4. Enable GPS (unable to pick up the package without enabling location access).
  
  5. If you chose cash on delivery option for your parcel, you must first pay the amount via the Zásilkovna mobile application through the online payment gateway.
  
  6. Turn on mobile data. If you are not using mobile data, the parcel data can be downloaded in advance on Wi-Fi.
  
  7. When picking up a parcel from the Z-BOX, you need to be at a maximum distance of 2 meters from the Z-BOX.
  
  8. In the application, it is necessary to be registered and logged in as the recipient of the parcel (addressee indicated on the package). It is not possible for you to pick up your parcel from the friend's application — the parcel is routed to a phone number.
  
  How to proceed when picking up a parcel using a keyboard:
  1. You can find the numerical PIN code for picking up the parcel in an e-mail, SMS or in the mobile application.
  2. Enter the pick-up PIN code on the keyboard.
  3. Confirm the input by pressing the green ""Enter"" button.
  4. After opening the box, take out the package.
  5. Close the mailbox.

  How to pick up a parcel without mobile data?

  Don't have mobile data? Does not matter. You can prepare the parcel data in advance in the application — connected to Wi-Fi in the comfort of your home.

  How to do it?

  • Find the parcel in the Zásilkovna mobile application.

  • Cash on delivery should be paid in the application.

  • Refresh your parcel (swipe the screen to reload the page). This will download the necessary data for the parcel.

  Now you can go to the Z-BOX.

  • Click Open Z-BOX on the parcel details.

  • The mailbox opens and you can take the package away.

  How to pick up a parcel without a smartphone?

  Just use the pick-up code that we'll send you once the parcel is ready for pick-up. Then you simply type it on the keyboard and that's it!

  How to pay cash on delivery? Can I pay by bank transfer?

  Cash on delivery cannot be paid by bank transfer. The only possible way to pay cash on delivery is through an online payment gateway.

  You can pay cash on delivery in the application or by clicking through online tracking.

  1. Search for a parcel to collect.

  2. Click on Pay cash on delivery.

  3. You will be redirected to a secure payment gateway where you will fill in your card details.

  Make sure that your card is enabled for online payments and that you have set a sufficient limit for internet payments.

  What is the storage period for parcels delivered to Z-BOX?

  The standard storage period for parcels in Z-BOXes is 2 calendar days. An extension is possible by a maximum of 1 day for a total of 3 calendar days.

  You can find more information on the storage period of parcels on our blog.

  During the Christmas season (for parcels submitted from November 1 to December 20), a reduced storage period applies every year - you can always find up-to-date information at the beginning of the season on our blog.

  How do I extend the parcel storage period?

  There are several ways to extend the storage time of your parcel:

  • In the web tracking of the parcel (click on the Extend storage period button and choose the date until which you want to extend the storage period).

  • In the Zásilkovna mobile application (in the app click on the three red dots and then on the Extend option).

  • Alternatively, use our contact form.

  More information can be found on our blog.

  You have 2 calendar days to pick up a parcel going to Z-BOX. An extension is possible by a maximum of 1 day for a total of 3 calendar days.

  If you do not pick up the package in time, it will automatically be sent back to the sender as a so-called "return" and the sender must then send it to you again.

  The storage period of the parcel can be extended only when it is in the status Ready for pickup.

  ​

  Can someone pick up the package for me?

  If you need someone else to pick up the parcel from Z-BOX for you, this is possible in two ways. Via the parcel sharing function in the mobile application or you can simply send or forward the numerical code for pickup. Then just enter it on the keyboard on the Z-BOX.
  
  How to do it when picking up a package using a mobile app?
  
  Click the three dots next to the parcel you want to share.
  
  You will see the option to Share the parcel.
  
  Choose the recipient - i.e. the person with whom you want to share the parcel, and choose which way you will send them the data (e.g. WhatsApp, SMS, AirDrop, e-mail...).
  
  You will share the tracking number and password for the parcel with the selected person.

  You can find easy instructions for parcel sharing via the app on our blog.

  ​

  How to share a parcel stored in Z-BOX?

  If you want to share the parcel with another person, this is possible via the parcel sharing function in the mobile application.

  How to do it?

  1. Click the three dots next to the parcel you want to share.

  2. You will see the option to Share the parcel.

  3. Choose the recipient - i.e. the person with whom you want to share the parcel, and choose which way you will send them the data (e.g. WhatsApp, SMS, AirDrop, e-mail...).

  You will share the tracking number and password for the parcel with the selected person.

  You can find easy instructions for parcel sharing via the app on our blog.

  I want to submit a parcel via Z-BOX

  Parcels can also be submitted via Z-BOX. All you need is a mobile device and our Zásilkovna mobile app.

  The detailed procedure can be found on our website.

  How big package can fit into Z-BOX?

  Maximum parcel weight 15 kg.

  Depending on the size of the mailboxes in Z-BOX, we distinguish parcels into 3 types:

  • S – 45x8x61 cm

  • M – 45x17x61 cm

  • L - 45x36x61 cm

  Why doesn't the online shop offer my favourite Z-BOX?

  If the Z-BOX to which you would like to have the package delivered does not appear in the pick-up and drop-off point search, it probably has full capacity. Please wait and try the order again later.

  Are you in a rush to place your order and can't wait for capacity to free up? Then we recommend choosing another pick-up point nearby.

  Another reason may be that the online shop has the possibility of delivery to Z-BOXes turned off (it will not be possible to choose another Z-BOX). In this case, please contact the online shop directly.

  Where will you deliver my parcel if the selected Z-BOX is full?

  If the Z-BOX you selected is repeatedly full for two days in a row, we will send you an e-mail with the option to choose a replacement pick-up point.

  If you can't make the selection, don't worry. Our system will select a nearby free and suitable pick-up point for you, where you can pick up the parcel as soon as possible.

  Can Z-BOX be in my area?

  Do you want Z-BOX in your location as well? Let us know via the form where Z-BOX is missing.

  Our team will check with the city/municipality management if it is possible to install the box and will do our best to install the Z-BOX in your area.

  How do I filter Z-BOXes? I want my parcel to arrive here.

  In the web widget, you can find the "boxes" filter in the "Type" section. In the online shop widget, it depends on what this online shop allows as a possible delivery method. If the given online shop has Z-BOXes enabled, you can easily filter them in "Pick-up point type".

  Where can I find an overview of available Z-BOXes?

  You can find an overview of all available Z-BOXes directly on our website in our search engine (widget). You can check the Boxes box in the For recipient filter.

  An overview of available Z-BOXes is also part of our Zásilkovna mobile application.

  Is it possible to open the Z-BOX remotely?

  It isn't. To open the Z-BOX via mobile app, you need to be at a distance of approximately 2 meters from it.
  If you open the mailbox using a numerical code, it must be entered on the keyboard located on the Z-BOX.

  Why do you install keyboards on Z-BOXes?

  We launched Z-BOXes during the pandemic, when the possibility of contactless collection via the app was a clear choice. At the same time, we want to make picking up from Z-BOXes simple and accessible to everyone. And that's why we offer you the opportunity to choose the method of picking up the parcel that suits you.

  Can I still pick up my parcel via the mobile app?

  Of course, the way you choose to open the Z-BOX is up to you. We will always send you a pick-up code when we deliver your parcel to a Z-BOX that has a keyboard. At the same time, the option to pick up the parcel using the app as you are used to remains.

  How do I find out if a given Z-BOX has a keyboard?

  We will gradually install the keyboards on all Z-BOXes. If your favorite Z-BOX has it at the moment, you can simply check in the search engine for pick-up points (widget) on the website via the filter option - just select "Z-BOXes with keyboard" there.
  
  At the same time, when searching for a Z-BOX, you can take a look at the details of a specific Z-BOX, where you will also find this information.
  
  If you send parcels via our mobile app, when choosing a pick-up point, you have the option of displaying Z-BOXes with the keyboard directly in the application. 

  What does the pick-up code look like and where can I find it?

  This is a six-digit numerical code that we will send to you by e-mail and vSMS as soon as the parcel is ready for collection in Z-BOX.
  
  You can also view the code in the parcel details directly in the mobile application.
  
  In case of cash on delivery, we will first ask you to pay the cash on delivery and you will receive the code as soon as the cash on delivery is paid. 

  How does keyboard pick-up work?

  It's really simple:
  
  1. You can find the numerical code for picking up the parcel in an e-mail, SMS or in the mobile application.
  
  2. Enter the pick-up code on the keyboard located on one of the Z-BOX mailboxes.
  
  3. Confirm the input by pressing the green ""Enter"" button.
  
  4. After opening the box, take out the package.
  
  5. Close the mailbox.

  Does the keyboard have a payment terminal? Can I pay cash on delivery by card through it?

  The keyboards on the Z-BOXes do not have payment terminals, therefore it is not possible to pay cash on delivery directly at the Z-BOX with a payment card. However, you can easily pay the cash on delivery either in the mobile application or via the link to track the parcel, which you will find in the email.
  
  As soon as you pay the cash on delivery, we will send you a code for picking up the parcel. 

  Why I can't find the pick-up code even though I have the parcel stored in the Z-BOX with the keyboard?

  As soon as the parcel arrives to Z-BOX, we will send you a message that it is ready for you to pick up. But first, we will ask you to pay cash on delivery. As soon as you pay the cash on delivery, we will send you a code to pick up the parcel.

  What if I enter the wrong code on the Z-BOX keyboard?

  Nothing happens - you can re-enter the password after 3 seconds. The display will show: “Wrong PIN. Wait 3… 2… 1s”. After these three seconds have passed, the Z-BOX box will ask you to enter the code again. After the second wrong entry, the limit increases to 30 seconds. After the third attempt, to 1 minute.

  What if I accidentally close the Z-BOX door with a parcel inside?

  After opening the mailbox for the first time, it is possible to enter the code repeatedly in 5 minutes.

  What if the keyboard breaks?

  In case the keyboard does not work, you can easily open the Z-BOX via the mobile application.

• What is the Zásilkovna widget?

  The widget is a search engine for Zásilkovna pick-up and drop-off points. It is an interactive map search program. For searching, you can use the search field and several filters, thanks to which you can choose the branch that suits you.

  Why are some pick-up points grayed out in the search engine and I can't select them?

  In the widget (pick-up and drop-off points finder), pick-up points that cannot be selected for delivery are marked in gray.

  It is because of:

  • full capacity of the pick-up point

  • holidays of the pick-up point

  • the online shop has limited delivery to some pick-up points (e.g. to Z-BOXes)

  The online shop can choose whether to allow delivery to all types of pick-up points. Some shops, for example, do not allow delivery to Z-BOXes due to the nature of the goods. In the given online shop, all Z-BOXes will be marked in gray, but these pick-up points are still displayed on the map for your maximum clarity.

  Why is the widget search engine different for the website, in the application and in the online shop?

  Search serves a different purpose on each of these platforms:

  The website displays all pick-up and drop-off points (own and partner) around the world, so that everyone can find information about the branch that interests them.

  In the Zásilkovna mobile application, greater emphasis is placed on customizing the search for pick-up and drop-off points on mobile.

  In the online shop version of the search engine, pick-up points are displayed reflecting the settings of the given online shop, and at the same time are currently open (there is no holiday) and have free capacity for parcels.

  Can I search for pick-up or drop-off points by branch ID?

  Yes, you can search for a pick-up or drop-off point by ID in the widget. Just type the letter i and an underscore in the search engine before the ID: "i_" (i.e. i_1234).

  You can find the branch ID in the details of the pick-up point. So once you find your favorite branch, copy its ID and then enter the ID together with "i_" in the search engine during any purchase in the online shop. Thanks to this, you can easily and quickly find it and choose it for delivery. Or you can copy the branch ID with the already mentioned "i_" by simply clicking on its ID in the branch detail.

  Can I save my favorite pick-up point?

  Clearly! You can save your favorite locations in the online shop and web location finder so that you can always find them easily and quickly. The heart icon is used for this. You will then see them in the first positions in the search engine and the aforementioned heart icon will light up.

  Where can I find my favorite pick-up points?

  You can find all your saved favorite pick-up points in the list of pick-up points on the first rows and a red heart icon will light up next to them.

  Why is my favorite pick-up point missing from my list of preferred locations?

  Favorite pick-up points are stored on the basis of cookies (these are short text files that the visited website sends to your browser, allowing the website to record information about your visit). When cookies are deleted from your computer, they may be lost.

  Why don't you show opening hours for some pick-up points?

  Pick-up points enter data about their branch, including opening hours, into the system themselves. For some partner pick-up points, there may therefore be a situation where the branch does not state the opening hours for various reasons, and therefore we cannot display them either.

  Why can't I order a parcel delivery to the selected pick-up point?

  If you cannot select your preferred branch, it is likely that one of the following situations has occurred:

  • the given online shop has itself selected a pick-up point as one to which parcels cannot be delivered

  • the pick-up point is currently at full capacity

  • the pick-up point is currently on holiday

  • your parcel does not meet the parcel parameters (e.g. weight or age verification) that the pick-up point accepts

  Such a pick-up point is then marked in gray in the search engine. Please choose another pick-up point for delivery.

  Why are you offering me the nearest unoccupied pick-up point instead of my preferred branch?

  Your chosen pick-up point will soon be at full capacity - and this could affect the successful delivery of your parcel. That's why our search engine suggests the nearest pick-up point that has free capacity.

  It is up to you which pick-up point you choose. However, when choosing a pick-up point that is already almost full, keep in mind that there may be a situation where the parcel cannot be delivered there and our driver will therefore store it at another nearby branch that will be free at the time of delivery.

  How do I know which pick-up point has free capacity?

  We recommend to filter the pick-up points with "quick pickup option" in the online shop widget. You can find this filter under "Other". You could also follow the green dot icon that appears in the list of branches next to their name.

  How do I know if it is possible to pay cash on delivery by card at the pick-up point?

  Filter the pick-up points with a card payment option. You can do this by going to the filters in the "Cash on delivery option" section, where you will find various payment filtering options.

  I'm looking for a pick-up point with opening hours on the weekend, how can I do that?

  Using the filter, you can easily search for pick-up points open on Saturday or on Sunday. Just select the desired day in the filters in the "Opening hours" section.

  How do I know which pick-up point has wheelchair access?

  We recommend using the filter - the "wheelchair access" icon.

  How do I filter Z-BOXes? I want my order to arrive here.

  In the web widget, you can find the "boxes" filter in the "Type" section. In the online shop widget, it depends on what this online shop allows as a possible delivery method. If the given online shop has Z-BOXes enabled, you can easily filter them in "Pick-up point type".

• Where's the parcel we sent?

  You can follow the movement of the parcel via our client section, or via online tracking, after entering the tracking number.

  What happens if the recipient does not pick up the parcel?

  In this case, we will return the parcel to you.

  For these purposes, please choose a pick-up point for returns.

  The selected pick-up point must be saved in the client section in the section User information → Billing address - at the very bottom.

  How to work in the client section?

  Working in the client section is intuitive. After logging in for the first time, the wizard will start. You can enable the wizard repeatedly in the Client Support section.

  The navigation menu is divided into several parts:

  • submit a parcel - here you create an order for transport to all countries to which Zásilkovna delivers

  • submit a claim assistant - here you can create an order for your customer to create a so-called Claim assistant, thanks to which the recipient will be able to easily send the goods back to you if necessary

  • import parcels - mass submission of parcels that saves you time

  • parcels in progress - unfinished orders

  • submitted parcels - a list of all parcels, where you can filter using preset filters, and labels for parcels and delivery notes are also printed here

  • invoices - a list of all issued invoices, which you can download in several formats, and at the same time you will find customs documents here

  I want to change my online shop details

  You can change your contact information in the client section under User Information → Contacts.

  Additional settings can be found in the Billing address section (address, VAT number, bank account number for cash on delivery payments, pick-up point for returns) and in the Senders section you can administer the information that appears on the label and the authorization of card payments.

  What are the delivery methods?

  With Zásilkovna, you can use 18,321 pick-up points, send parcels to 32 countries and reach up to 300 million potential customers.

  In the Czech Republic, we offer several types of pick-up and drop-off points — a network of retail store pick-up and drop-off points of our partners and Z-BOXes.

  At the same time, you have the option of sending your parcels directly to customer addresses through our Home Delivery service. You can find more information about specific carriers and service prices on our website.

  I want to claim a parcel

  If you want to file a complaint, please use the complaint form, which will advise you on what details need to be provided to us.

  The complaint is filed by a so-called authorized person. The recipient of the parcel becomes an authorized person only after picking up the parcel. If the parcel is in the In transit status, you need to contact the sender of the parcel.

  How do you handle logistics and what carriers do you use?

  Zásilkovna has a large amount of its own transport capacity. In the Czech Republic, we use our own drivers and cars for our Home Delivery, abroad we cooperate with dozens of external partners. We have dozens of our own depots (15+ in the Czech Republic), which make our logistics network efficient and delivery very fast.

  Can I send parcels abroad with Zásilkovna?

  Of course! It is important to check the conditions of transport of foreign partners, which you can find on the websites of individual carriers and in our price list.

  We also recommend that you set up a subscription to news so that you are always and timely informed about the latest news regarding shipping abroad. We also regularly update the Current information about carriers article on our blog.

  What is the cost of shipping abroad?

  The price of transport depends on the place of submission, the parameters of the parcel, the destination country and the method of delivery to the destination country with the lowest rate from 65 CZK without VAT. You can find more information about specific prices on our website in the Price lists and surcharges section.

  What is a customs duty and how long does the customs procedure take?

  Customs duty (or customs fee) is an amount collected by the state when goods cross the customs border. A state or a group of states uses it as a so-called protective measure (the country thus protects its internal market from goods from neighboring countries). The collection of customs duties is controlled by the customs administration of the given country and regulated by the customs law.

  As for the length of the customs procedure, it depends on where the parcel is sent and what type of customs clearance it is. Therefore, the exact deadline cannot be guaranteed. However, if all the details are filled in correctly by the sender when ordering transport and the parcel is not stopped by the Customs Office for inspection, there is no delay.

  How much does it cost to ship a parcel with Zásilkovna?

  The basic price is only CZK 54 without VAT for a standard parcel size and delivery to our pick-up point. You can view our entire price list in the document under this link.

  I want to register, how should I proceed? How long does it take?

  The procedure is simple and fast. Just fill out our registration form in a few minutes. After logging in to the client section, you need to register the billing address and the sender. Subsequently, please wait for the approval of your registration, which will normally take place within 3 working days (in 90% of cases it is within a few hours). As soon as the registration is approved, we will inform you by e-mail and you can start submitting your parcels and make full use of all our services.

  I have just made a registration. When can I start sending parcels?

  Wait for the registration to be approved. Then you can immediately submit parcels and use our services.

  Can I connect your system to my online shop?

  We are able to connect the Zásilkovna system to 97% of online shop solutions used in the Czech Republic. You can view the list of all cooperating systems on our website. If you have your website custom-made, do not hesitate to contact us at technicka.podpora@zasilkovna.cz - we will surely find a common solution.

  What about EET?

  EET has been canceled since 1/1/2023.

  Zásilkovna s.r.o. is a provider of postal services on the territory of the Czech Republic and thus fulfills the role of an intermediary between the online shop and the addressee in the selection of a delivery service. Cash on delivery is subsequently paid to your account exclusively by bank transfer, i.e. it is not registered sales.

  How do I enter parcels into your system?

  After logging in to your account, you will find the Submit parcel button on the top left, where you will then fill in the necessary information about the parcel (order number, first and last name of the recipient, e-mail, telephone, value, pick-up point, your store). You then confirm everything by agreeing to the General Terms and Conditions and clicking on the Submit parcel button.

  Other methods are the so-called mass import of parcels, which you can also find in the client section, and submission via API. Ask your sales representative or technicka.podpora@zasilkovna.cz for more detailed information on submission via API.

  How to pack a parcel properly?

  Place the product ideally in a hard cardboard box with the appropriate dimensions and seal it so that the parcel cannot be opened. We recommend sticking the adhesive tape in a cross. Also, choose an appropriate adhesive material. We recommend avoiding painter's tape, as our labels do not adhere well to it.

  It is necessary to always have one parcel in one homogenous package, no more.

  Do not forget to fill the empty space in the package so that the contents do not break on the way.

  Then label the parcel correctly with a shipping label - and that's it. You can find more detailed instructions on packaging the parcel on our website.

  How to mark a parcel correctly?

  You just need to print the label that is generated for you in the client section and stick it on the parcel (in case you cover the label with adhesive tape, remember that it must not overlap the barcode). Make sure that there is always only one high-quality affixed label on the parcel. Please always use the newly generated label for each parcel.

  How do I print a shipping label?

  The label is generated automatically after entering the parcel into our system. Then all you have to do is print the label in the Submitted parcels tab and stick it on the parcel.

  How does parcel collection work?

  We usually offer collection to online shops that regularly send more than 12 parcels per day. If you already reach such a volume, you can contact your sales representative. You can find his contact in your client section in the Client support tab.

  How is the billing for the Zásilkovna services handled?

  As standard, we offer invoicing at weekly intervals with credit against selected cash on delivery. According to the GTC, cash on delivery is paid within 10 working days after delivery of the parcel to the bank account specified in your client section.

  What's a depot?

  At the depots, we sort the parcels brought from the drop-off points and pickups and deliver them to the pick-up points, to Z-BOXes, or to customer addresses.

  Parcels can also be submited at some depots. We have more than 15 depots in the Czech Republic.

  TIP: See the Overview of our depots with opening hours and address.

  What are the opening hours of the depot?

  You can find the opening hours of all our depots in the Overview of our depots.

  What are the allowed parcel parameters?

  Senders registered in the client section can send two basic types of parcels with us:

  Standard parcels:

  • maximum weight – 5 kg

  • minimum dimensions – 10 × 7 × 1 cm;

  • maximum dimensions – the sum of 3 sides is max. 120 cm (e.g. 50×40×30 cm), length of the longest side max. 70 cm

  Oversized parcels:

  • maximum weight – 15 kg

  • minimum dimensions – 10 × 7 × 1 cm

  • maximum dimensions – the sum of 3 sides is max. 150 cm (e.g. 60×50×40 cm), length of the longest side max. 120 cm

  What is the maximum parcel size?

  The maximum dimensions of the parcels we transport are:

  • maximum weight – 15 kg

  • maximum length of one side of the parcel – 120 cm

  • the maximum sum of all three sides (height, width, depth) of the shipment – 150 cm

  What is the maximum weight of the parcel?

  For natural persons and for registered online shops, the maximum weight of the parcel is 15 kg.

  What are the prices for oversized parcels?

  It is not only the weight and size of the parcel that matters, but also where it is going. Prices may therefore vary.

  All prices of our services, including oversized parcels, can be found on our website or directly in the complete price list of our services.

  Can the parcel storage period be limited?

  The standard storage period is set at 7 calendar days with the possibility of an extension of another 14 days. The maximum storage period at the pick-up point is therefore 21 days.

  Both the sender and the recipient have the option to extend the storage period in online tracking, or in the Zásilkovna application.

  The online shop, as the sender, has the possibility to disable the option of extending the storage period in the system.

  During the Christmas season (November and December), we are shortening the storage period at retail store pick-up points to 4 days, with the option to extend by 2 days. For the latest information, please visit our blog.

  Is it possible to delay the deadline for picking up the parcel at the pick-up point?

  Yes, this service is also optional when entering the parcel. It is enough to click on the Scheduled delivery button when submitting the parcel and enter the delivery date.

  Is it possible to provide age verification for parcels 18+?

  Yes, we also offer this service. If you are an online shop, you can order the 18+ age verification service in the client section when submitting a parcel. Individuals can find this option in the Zásilkovna application in the Services section.

  In what form and how often do I receive my withdrawals?

  The frequency depends on the billing method you have set up. The basic method of invoicing is weekly with credit, and cash on delivery is paid daily in one payment to your bank account.

  The customer has not received any information email and/or SMS with password. How to proceed?

  In this case, you need to check the contact details of the recipient, ideally in the Submitted parcels section in the client section, or contact our customer service (via the contact form). ur colleagues will check the customer's contact details, and possibly resend an informational e-mail or SMS with the password.

  What goods I cannot send?

  Zásilkovna does not transport goods of the following type:

  • large, bulky or heavy parcels (furniture, tires, refrigerators, TVs, etc.)

  • liquids (washing gels, cleaning agents, alcohol, preserves, etc.)

  • very fragile and sensitive goods (porcelain, glass, crystal, diagnostic devices, etc.)

  • dangerous or illegal goods (drugs, explosives, flammables, etc.)

  For a complete list of goods excluded from carriage, please refer to our Terms and Conditions (see paragraph 2.2.).

  What to do if the collection does not arrive?

  If you have ordered collection of parcels through our sales representative and the courier does not arrive at the agreed collection time, there is most likely a complication on the courier's route. In this case, please contact our customer service through the contact form, our colleagues will check the reason for the delay in collection with our dispatcher and together we will ensure the correction of this situation.

  What should I do if the drop-off point is closed?

  If your favorite drop-off location is closed, we recommend using another one located nearby. You can find a list of drop-off points on our website. Parcels can be submited at our depots or drop-off points. You can find an overview of our depots and opening hours on our blog.

  Who do I contact if I have a billing problem?

  You can download all your invoices in your client section. If you register discrepancies or have additional questions about invoicing, contact us via the contact form. Our customer service colleagues will be happy to help you.

  What should I do if my client section doesn't work?

  If there is any problem with the client section, please wait 5 minutes and then reload the web page or login again. We recommend trying the web browser Google Chrome or Mozilla Firefox.

  I mistakenly entered the wrong pick-up point. What now?

  If you have entered the wrong pick-up point and you have not yet delivered the parcel to our driver or taken it to the drop-off point, we recommend canceling it and submitting the parcel again with the correct information. In the client section, you can cancel a parcel in the Submitted parcels list using the red trash can icon. The parcel will change status from Waiting for delivery by the store to the status Parcel has been canceled.

  If you have already submitted the parcel for transport, it can be canceled through our customer service.

  How can I submit the parcel for transport?

  Online shops registered in our client section can hand over parcels for transport in several ways:

  • In person at all our drop-off points (i.e. branches that are used for submitting parcels). You can easily set in the filter that you are the sender and check the "Drop-off points" box.

  • In person directly at our depots, which also serve as drop-off points. You can find an overview of our depots in this article.

  • Using our bulk collection, when our courier arrives directly to you and collects the parcels. Regarding the conditions for arranging a pick-up, do not hesitate to contact us through the contact form. When filling out, select the E-shop section - inquiry to the sales department.

• How to become a pick-up point?

  First, register your brunch through our website. Our sales representative will then contact you and walk you through the options. You can find more information on our blog.

  How to release a parcel?

  You can release a parcel in several ways:

  • password (the recipient of the parcel will report them to you)

  • QR code (read with a reader)

  • when the recipient shows proof of identity

  The most common release method is the password that the recipient reports to you. After entering the password into the system, you will see a "delivery window" with information such as cash on delivery or storage location.

  We recommend using the prepared picture instructions, which can be found in the admin in the section Other → Manuals → Issuing the parcel.

  How do I verify the dispatch of a parcel?

  Search for the parcel in the admin using the tracking number and at the end of the line, click on the Report a problem with the parcel icon, where you write your question. Our colleagues will check the parcel and contact you.

  I want to change my pick-up point details

  Customer service only makes cosmetic adjustments, such as a typo in the name of the brunch or the contact phone number.

  For a more fundamental modification of your pick-up point details, contact your sales representative.

  I want to change the opening hours of the pick-up point

  You can set the opening hours yourself no later than three days before their validity changes.

  You can make the settings in the Others section → Opening hours → Set the closing of the pick-up point.

  If you are entering a change for the first time –⁠ we have a picture guide for you in the Other → Manuals → Miscellaneous section.

  If you need to enter an urgent change, you must contact our customer service.

  I have miscalculated commissions

  If you have a problem with commissions, please contact your sales representative, or send us a question via admin, colleagues will then contact you.

  I want to declare a holiday

  Pick-up point sets the holiday itself directly in the admin, no later than three days before it starts.

  Set the holiday in the admin in the Others section → Opening hours → Set the closing of the pick-up point.

  If you are entering a holiday for the first time –⁠ we have a picture guide for you in the Other → Manuals → Miscellaneous section.

  If you need to enter an urgent change, you must contact our customer service.

  I forgot my admin password

  A forgotten password can be restored very easily by clicking Forgot password on the website to log in to Admin for Pick-up points.

  How to proceed in the event of a system/admin outage?

  In the event of a confirmed system outage, use the option of Emergency dispensing of parcels. You log into it with the same data as you are used to logging into Admin. Alternatively, you can find all the necessary information on this page.

  Where can I find instructions on the correct procedures?

  You can find all the instructions for the internal procedures of branches for issuing and receiving parcels directly in your Admin in the Manuals tab.

• How do I know if it's phishing?

  Cybercriminals try to imitate official websites or company communications as reliably as possible.

  However, upon closer examination, you may find that the link contains typos, wording that does not make sense in the given link, or confusion of letters and numbers, such as 1 instead of l or .cx instead of .cz.

  We recommend not clicking on suspicious links, and especially not sharing your personal and bank details.

  You can find out what such fraudulent messages or e-mails look like and what to watch out for on the Cybersecurity and data protection page.

  What should I do if I am likely to encounter a phishing attack?

  Whether it is a suspicious communication via a website, e-mail or SMS, report the fraud to the company in question and also to the Police of the Czech Republic.

  In the case of a phishing attack abusing the name of Zásilkovna, please write to us at privacy@zasilkovna.cz or via the I want to report phishing button on our Cybersecurity and data protection page.

  What should I do if I clicked on an active phishing link but did not enter any details?

  In this case, your personal data and funds are not yet at risk.

  Whether it is a suspicious communication via a website, e-mail or SMS, report the fraud to the company in question and also to the Police of the Czech Republic.

  In the case of a phishing attack abusing the name of Zásilkovna, please write to us at privacy@zasilkovna.cz or via the I want to report phishing button on our Cybersecurity and data protection page.

  What should I do if I have clicked on an active phishing link and entered my credit card details?

  In this case, it is necessary to contact your bank as soon as possible and block the card, then cancel all suspicious transactions and report the situation to the Police of the Czech Republic.

  If you have multi-factor authentication set up for your payment card, e.g. via phone or electronic banking, be sure not to confirm anything.

  How does my email or phone get to the scammer?

  It is mainly a random selection of e-mail addresses and telephone numbers, or publicly available sources and contact databases are also used.

  What should I do if I am not sure if it is phishing?

  Write to us via the contact form (select the topic Fraudulent actions), where colleagues will advise you and possibly confirm whether the website, e-mail or SMS really comes from Zásilkovna.

• I want to change my personal data in the application

  It is possible to change all your data, except for your phone number, directly in the application.

  You can easily change your name, e-mail or address in the section Profile -> Personal data.

  The changed e-mail must be verified through the automatically sent e-mail in your inbox.

  What should I do if I did not receive an email verifying my email address?

  Check the Spam and Junk folder in your email inbox. If you still can't find the email there, try the following:

  1. Temporarily change the email to another and save.

  2. Then change it back to the original email.

  3. You should receive the verification email again at this point.

  If this procedure does not help, contact us through the contact form and select the topic Mobile applications.

  How can I change my phone number in the app?

  The phone number cannot be changed in the application. If you have changed your phone number, you must register in our application again, i.e. register a new account with a new phone number.

  What are the payment methods for parcel sending?

  Payment for parcel sending and transporting is always paid by the sender when the parcel is created in the application.

  We allow online payment by credit card as well as payment via ApplePay and GooglePay.

  I have a problem with payment for parcel shipping. What can I do?

  Make sure that your card is enabled for online payments and that you have set a sufficient limit for internet payments. Alternatively, we recommend trying to make the payment with another payment card.

  I have an idea to improve the mobile app

  We will be very happy for your feedback. You can rate the application directly in your AppleStore/ GoogleStore.

  You can also write down your suggestions and send them to us via the contact form (select the reason Feedback on the application).

  Where can I download the Zásilkovna mobile application?

  You can easily download the Zásilkovna application directly from Google Play or the App Store.

  How does parcel sharing work?

  If you want to share the parcel with another person, it is possible to do so via the parcel sharing function in the mobile application. You can find easy instructions for sharing a parcel via the app on our blog.

  The application cannot be downloaded, the message "The application is not available in your country" is displayed

  The Zásilkovna application is available for Android mobile phones in Google Play or Apple in the App Store. The application store must be set to the supported countries of our application, i.e. the Czech Republic, Slovakia, Hungary or Romania. You make the settings directly on your mobile phone.

  What should I do if I have a technical problem with the app?

  In case the Zásilkovna application does not work as you are used to, try updating it to the latest version. Alternatively, log out and log in again. If this does not help and the problem persists, do not hesitate to contact us through the contact form.

  What are the cash on delivery payment methods in the mobile application?

  Cash on delivery in the application can be paid in two ways:

  • by credit card,

  • GooglePay/ApplePay.

  I have a problem with paying cash on delivery in the application

  Make sure that your card is enabled for online payments and that you have set a sufficient limit for internet payments.

  How to delete a user account in the Zásilkovna application?

  You can easily delete an account in our mobile application directly in the mobile app. Just click on your profile icon and select Privacy settings in the application settings and then Delete account.
  
  In accordance with applicable law, we will delete your account after 90 days from the last parcel received or 183 days from the last parcel sent.
  
  Until then, you can cancel your account deletion request. If you receive or send a parcel during this period, it is considered as a request cancellation.
  
  We will take care of deleting your user account, but we cannot delete the Zásilkovna mobile application. You may need to do it directly on your phone.
  
  Have you deleted your user account, but would you like to log in to the app again?
  
  It is possible. You can register in the application again with the same credentials. Since the original account, all data and order history have been deleted, we welcome you as a new user.

• Who can file a claim?

  Complaints can be filed by the parcel sender or the recipient. Damage compensation is subsequently paid to the authorized person, according to our valid general terms and conditions and terms and conditions in the case of using the BetweenUs service.

  How to file a claim?

  You can easily file a complaint using our complaint form.

  How long does it take to process a complaint?

  According to the general terms and conditions, we have 30 days from its submission to process a claim. We will notify you by email as soon as we begin to process your request.

  What can be the reason for the complaint?

  • Loss of the parcel

  • Damage to the parcel

  • Missing package contents

  • Exchange of the parcel

  • Late parcel delivery

  • Incorrect billing

  Why I can't make a claim request directly at the pick-up point?

  This would make the entire complaint resolution longer and more complicated. The only way to file a claim is through our compliant form. Thanks to it, we have the opportunity to handle the entered requests quickly and efficiently.

  How to pack a parcel properly?

  Place the product ideally in a hard cardboard box with the appropriate dimensions and seal it so that the parcel cannot be opened. We recommend sticking the adhesive tape in a cross. It is necessary to always have one parcel in one separate package. Don't forget to fill in the empty space in the package. You can find more detailed instructions on how to pack your parcel on our website.

  Is it necessary to appraise the parcel?

  It is not necessary, but in case of sending more valuable goods via our mobile application, we recommend to use the Shipment value compensation service. You can find out exactly how the service works on our blog.

  What must be documented to settle a claim request?

  This depends on the reason for the complaint and the person making the complaint. Our compliant form will guide you to the list of required documents. If additional information is required, our claims department will contact you.

  When can I expect a response to my complaint request?

  We always try to resolve all requests in the shortest possible time. The time of the first response to an incoming request may vary depending on the number of complaint requests that have arrived before yours.

  What can I do if I disagree with the outcome of the complaint?

  You can contact the Czech Telecommunications Authority. After sending a complaint to this entity, the Czech Telecommunications Authority will contact us and try to resolve the dispute out of court.

  How long will it take for my claim to be paid?

  Recognized damage is reimbursed to the authorized person within 30 days from the claim confirmation. However, we usually send the money earlier.

  What should I do if my package is lost?

  The complaint must be filled out directly by the sender, using our complaint form. The recipient must therefore contact the sender directly and proceed according to the valid complaint procedure of the online shop, or communicate the return of the shipping fee with the physical sender through the application.

  How to proceed in the event of a damaged parcel?

  You could refuse to accept a visibly damaged parcel at the pick-up point. In this case, the parcel will be returned to the sender.

  If you have already received the parcel (or it was delivered to you via Z-BOX/by courier to the address), it is necessary to take a photo of the packaging, interior filling and contents of the parcel in order to make a claim. You then file a claim using the compliant form, through which you send us the photos you took.

  How to proceed in the event of an exchanged parcel?

  If you receive goods belonging to someone else, you need to contact us as soon as possible. When submitting a claim through the compliant form, it is necessary to document a detailed description of what goods were delivered to you and a description of the content you expected. At the same time, we recommend sending a photo of the shipping label so that we can identify the other customer.

  How to proceed in case of incorrect invoicing?

  If you are the sender of the parcel and have paid us for the service provided, it is necessary to fill out our complaint form. Choose the topic Incorrect invoicing and tell us the reasons why the service was not performed in sufficient quality.

  If you are the recipient of the parcel, you have paid the fee for the provision of our services to the seller, and therefore it is necessary to resolve the complaint with the sender.

  I received something different from what I ordered

  Did you order goods from the online shop? Then check the invoice that is enclosed in the parcel.

  • Is the invoice has a different name on it and does it list goods that differ from what you ordered? Then the online shop made the change. It is therefore necessary to contact the sender directly and solve the matter with him.

  • Is the invoice has your name on it, but there are goods that differ from what you ordered, but they are from the given online shop? In this case, the sender probably confused the order. Please connect with him directly.

  • If the parcel does not contain an invoice or if the parcel contains completely different goods that the given online shop does not deliver, contact us via the complaint form and together we will agree on the return of the faulty goods.

• How does Home Delivery service work?

  Home Delivery is a delivery service by courier to your home, office or any other address.

  On the day of delivery, we will send you an SMS message with the estimated delivery time. Before the actual delivery, the courier will try to contact you at least twice by phone and then arrive at the place of delivery.

  If he does not reach you, the parcel is redirected to a nearby pick-up point with free capacity. Alternatively, it is possible to arrange rerouting with the courier by phone.

  How many times will the courier try to deliver my package?

  Currently, for the sake of delivery efficiency, we have set one delivery attempt for Home Delivery service.

  In the event of an unsuccessful delivery attempt, the parcel is stored at a nearby pick-up point with free capacity, where you can pick it up after receiving a notification that the parcel was ready for delivery. The notification contains a password for pick up and is sent by e-mail and SMS or via the Zásilkovna mobile application.

  What if I can't reach the courier at the time of arrival?

  There is nothing to worry about, you will not lose your parcel. If the driver does not meet you at the agreed address, the parcel will be redirected to a nearby pick-up point with free capacity, where you will be able to pick it up.

  Do you also deliver to the reception?

  Yes! After telephone agreement with the recipient, the courier can deliver the parcel to the reception of the building where you live or work.

  I wasn't able to pick up the courier's call, what can I do?

  If you missed the courier's call, you can call him backl and make an appointment with him for delivery.

  However, the couriers are behind the wheel and delivering other packages, so it is possible that the courier will not be able to answer your call. However, it still arrives at the address indicated on the parcel and attempts to deliver the package.

  If he cannot reach you at the address, the parcel will be redirected to a nearby pick-up point with free capacity.

  What do I need to receive the parcel?

  Just like when picking up a parcel at our pick-up points, you will be asked to provide your password when the driver hands over the parcel. You will receive the password in the SMS notification regarding the delivery of the parcel. Alternatively, it is possible to prove yourself with an identity document.

  Where can I find the password to receive the parcel?

  We will send you the password to receive the parcel in an SMS notification on the day of delivery.

  Where can I track the parcel?

  You can track the parcel as you are used to, on our website via parcel tracking or in the Zásilkovna mobile application.

  Can I have the package delivered to a different address?

  Changing the delivery address is currently not possible. If you are not reached by the courier at the specified address, the parcel will be redirected to a nearby pick-up point with free capacity.

  Can I change the delivery date to another day?

  The delayed delivery service is currently not possible. If you are not reached by the courier at the specified address, the parcel will be redirected to a nearby pick-up point with free capacity.

  Can someone else pick up my parcel?

  Yes. Just like when picking up a parcel at our pick-up points, it is possible for an authorized person (to whom you give the password) to receive the parcel for you. However, keep in mind that the courier has your phone number and will call you. Therefore, tell him during the call that a person authorized by you will pick up the parcel.

  How can I pay cash on delivery?

  Cash on delivery for a parcel delivered to an address can be paid in three ways:

  • Online payment in advance through our mobile application. Online payment is possible through a payment card or the GooglePay/ApplePay service.

  • Online payment gateway through a click in online tracking.

  • Directly upon receipt of the parcel by card or cash to the courier.

  Where can I get proof of cash on delivery payment?

  When paying by card, we will send you a confirmation to the e-mail address provided for the parcel.

  If you pay for the parcel in cash at the pick-up point, the confirmation will be issued directly by the operator upon delivery of the parcel.

  When paying in cash to our courier, we will send you a confirmation by e-mail.

• Z-BOX: How do I proceed if I am interested in setting up a Z-BOX on my property?

  Do you want to set up a Z-BOX on your property? Let us know via the form.

  Z-BOX: What happens after registration is processed?

  After registration is established, it is assigned to a sales representative, who contacts the person indicated in the form and handles everything necessary with him.

  Z-BOX: When can I expect a response to my registration?

  Our regional manager will contact you within 30 days and will be happy to explain all the details of the cooperation.

  Z-BOX: What location is the most suitable for placing the Z-BOX?

  The Z-BOX is ideal for placing in a busy location (village center, grocery store, shopping center, housing estate).

  Z-BOX: Is it necessary to establish a connection to the electrical network to place the Z-BOX?

  No. Our self-service delivery boxes need a minimum of energy, which they obtain through solar panels.

  Z-BOX: What are the criteria for setting up a new Z-BOX?

  Criteria for setting up a Z-BOX:

  1. Locality with more than 800 inhabitants.

  2. You need to have your own place on which to build the Z-BOX.

  3. Good accessibility of the place to the public.

  Z-BOX: Who takes care of the agenda around installation and possible service?

  All costs related to installation and service are covered by Zásilkovna.

  Pick-up points: How do I proceed if I am interested in setting up a pick-up point in my store?

  Do you want your retail store to become a pick-up point? Let us know via the form.

  Pick-up points: When can I expect a response to my registration?

  Our sales representative will contact you within 30 days and will be happy to explain all the details of the cooperation.

  Pick-up points: Who can become a pick-up point operator?

  Anyone who meets our basic criteria. In the Czech Republic, you will find thousands of pick-up points and they are truly diverse. From smaller shops, hairdressing salons to cafes and stationery stores.

  Pick-up Points: Where can we set up a pick-up point?

  In a physical establishment where you sell your goods or provide services.

  Pick-up points: What are the criteria for establishing cooperation?

  Basic criteria:

  1. Your establishment is located in a village or town with a minimum number of 500 inhabitants.

  2. You have fixed opening hours during the working week.

  3. Your establishment is bright and spacious. Allows storage and handling of packages. The required storage space is at least 1 × 2 m.

  4. You have access to the Internet and a computer, laptop, electronic cash register or tablet. We will supply the other necessary equipment.

  5. You have the capacity to process at least 40 parcels per day.

  6. Pick-up points are accessible to children, so the nature of the retail store's assortment must correspond to this. At the same time, the pick-up area must be non-smoking.

  7. A big plus is the possibility of free parking and barrier-free access.

• How do I find the answer to my question?

  Enter a keyword or phrase related to your question in the search box at the top of the page. The search engine will offer you questions from which you can choose the one that interests you. When you click on it, the answer will expand in the "Frequently Asked Questions" section (found further down on the same page).
  
  For example, if you're looking for password information to pick up a package, you'd type "password" into the search box. You select the question "Where can I find the password to receive the parcel" from the list and the answer will be shown to you.
  
  If you cannot find a suitable question or answer through the search field, please contact our customer service colleagues. You can contact them using the contact form.

  I can't find an answer to my question

  In that case, let us know what we can help you with by filling out the contact form.

  I have an idea to improve the customer service page

  We are constantly developing our services, so we would appreciate your suggestion for improvement. For example, do you have a tip for a question that is missing from the customer service page? Let us know via the contact form.

  What should I do if no one answers the question I entered through the search field?

  The search field will offer you answers to the most frequently asked questions, so your question will not reach the colleagues from the customer service in this way. You can contact them through the contact form.