Track a Package
Who We Are
How We Work
Delivery to warehouse and processing
What is an incoming package?
I’ve made an order in an online shop. Do I have to inform you about the incoming package?
How to add a new incoming (awaiting) package?
I want to insure an incoming (awaiting) package. Is it possible?
I don’t have a tracking number of the awaiting package. Where do I get it?
I didn’t enter my LM number on the shop’s website, will the package be delivered?
I entered a wrong address of the warehouse when ordering in an online shop, what do I do?
How do I know that the package has arrived to the warehouse?
Courier tried to deliver the package but the business was closed. What do I do?
The package was delivered to the warehouse but I can’t see it in my account, what do I do?
How soon will the package appear in my account after it is delivered?
What do I do when the package is added to my account?
The weight of the incoming package in my account is different from the weight on the seller’s website. Why? What do I do?
Do you check the items after receiving them at the warehouse?
Do you take photos of the incoming package?
How long can the package be stored at the warehouse?
The awaiting package hasn’t arrived. What’s the matter? What do I do?
I want to return the item from your warehouse to the shop. How do I do it?
What is an outgoing package?
How to create an outgoing package?
The recipient’s address is incorrect! How do I correct it?
I have a promo code for delivery, how do I activate it?
What is consolidation?
How to delete an item from an outgoing package?
How do I make the package shipping faster?
What is postponed shipping?
Can I ship one item in one package?
What does the status «Ready to form» mean?
What is the maximum number of packages that can be shipped in one outgoing package at the same time?
Can I have wrapping removed from the package?
I removed the wrapping, but the weight of the package hasn’t changed. Why?
Can I send my package to someone else’s address (friend, relative)?
How quick do you wrap an outgoing package?
How do I make changes to the contents of the wrapped outgoing package?
When do I pay for the delivery?
My item is fragile. How much will it cost to use additional packing materials to have it shipped?
Can I insure my package?
Do I have to fill in a customs declaration?
What is an invoice and where do I get it?
What is «declared/invoice cost»?
I bought an item on sale, now it's another price on the website, what price do I declare?
Can I remove the seller’s invoice?
Do I specify the cost of the Parcel Protection Program in the customs declaration?
Parcel protection program
What kinds of compensations are there?
In what cases the delivery cost is recovered?
How is the insured sum calculated?
When do I have to pay for package protection?
How is Parcel protection program cost calculated?
Do you offer Parcel protection program for incoming packages?
Can I cancel Parcel protection program? Can I use it again after I have cancelled?
If there are damaged items in the package, do I have to decline it or receive anyway?
How can I initiate a dispute?
How much time do I have to inform you of the occurrence of the insured event?
What information do I have to provide to draw up an insured event?
How long does it take to consider an insured event?
How is the compensation paid?
What do I do with the damaged item and wrapping while the dispute is in progress?
My package wasn’t protected, what do I do in case of the insured event?
What is a tracking number?
How does Parcel protection program work?
Delivery to recipient
Can I use my own delivery method?
How do I track a shipped package?
How often do you ship?
Do you take volumetric weight into account when calculating delivery cost?
Can I send packages addressed to a company/organization?
Can I send packages addressed to my relatives or friends?
My package is delayed. What do I do?
Who pays for customs fees?
I’m ready to pay the duty. When and how will I be informed of the requirement to do that?
The cost of items in the packages exceeds the duty free limit of €500. How do I pay the duty?
My passport was declared invalid during customs processing of the package.
The customs declared my items a commercial batch and detained them.
My package didn’t get through the customs and returned to your warehouse.
My package was arrested at the customs. What do I do?