Customer Service: FAQs

Updates B2C Europe & Suppliers

Last update: April 26, 2021

On this page you find the latest updates from our Customer Service team regarding operations. Please note that all information is subject to change and we do our best to keep it up to date and accurate.

Bank holidays

These are general bank holidays in the Netherlands:

  • Monday 05-04-2021 Easter
  • Tuesday 27-04-2021 Kings Day
  • Thursday 13-05-2021 Ascension Day
  • Monday 24-05-2021 Pentecost

On these days the warehouse HUB AMS will be closed. No parcels will be collected, processed and delivered on these days.

Updates COVID-19

Netherlands:

Please be aware that the Netherlands is in lockdown until the 20th of April 2021.

PostNL: The Netherlands is in lockdown until the 20th of April and is closing all the non-essential stores.
DHL: Due to the lockdown, a limited number of DHL Service Points are closed. Check the opening hours before you visit one of the DHL locations.
DPD: The lockdown in the Netherlands means that non-essential stores will be closed until the 20th of April.

France:

Colis Prive: The French government communicated on new restriction measures affecting 16 departments.

These are: the Ile-de-France, Hautes-de-France and Côte-D’Azur regions and more departments Aisne (02), Alpes-Maritimes (06), Eure (27), North (59), Oise (60), Pas-de-Calais (62), Paris (75), Seine-Maritime (76), Seine-et-Marne (77), Yvelines (78), the Somme (80), Essonne (91), Hauts-de-Seine (92), Seine-Saint-Denis (93), Val-de-Marne (94), Val-d’Oise (95).

In these areas, which represent more than 20 million inhabitants, containment is set up for seven days. Seven and so-called “non-essential” stores will be closed. Colis Prive anticipate a potential increase in home deliveries and are preparing accordingly.

Germany:

Hermes DE: Due to the corona measures decided by the federal and state governments, not all Hermes Parcel Shops are currently open. Since a large part of the more than 16,000 Parcel Shops nationwide are integrated in facilities for daily needs, over 75 percent of the Parcel Shops will also be available during the lockdown.

Deutsche Post: Due to the current rise in parcel volumes and more stringent COVID safety measures, the delivery of shipments may be subject to delays in certain cases. We ask for your understanding in such instances.

Ireland:

Anpost: The e-commerce parcels volume has increased significantly since the beginning of COVID-19 pandemic. Since the new measures and the closing of most retail outlets in Ireland, we are experiencing an earlier than usual start of the peak season. The delays can be up to 14 working days.

For more information related to delays and COVID-19 of Anpost please click here.

Australia:

PostNL: Extreme weather conditions in Australia, especially for New South Wales (NSW) and Southern Queensland (QLD), have resulted in major flooding. Australia Post has limited delivery to the following zip codes: NSW: 2424, 2426, 2427, 4229, 2430, 2440, 2441, 2756, 2750, 2751, 2578 QLD: 4114 and 4207.

A view post offices in the affected areas have been closed. The Australia Post website (auspost.com.au) will be regularly updated as the situation changes.

Expected delays: 7-14 days in addition to pre-existing COVID-19 delays.

  • From pick-up at your warehouse to your customer’s doorstep
  • Access to a local return solution within 24 hours
  • Importing from US, UK or China was never easier with our Customs Clearance solution
  • Easy to scale up through fulfillment
  • Your customer can collect their parcel where and whenever they want
  • We’ll take care of shipping, so you can stay focused on your business

Products & Solutions

  • Please find information about ParcelPlus, ParcelPremium and TrackPost here.
  • For information about Return Your Parcel, please click here.
  • For an overview of our solutions, please click here.

Supplier information & Tracking

  • Anpost: (Ireland): Check tracking with T&T code here.
  • Atpost (Austria): Check tracking with T&T code here.
  • Bpost (Belgium): Check tracking with T&T code here.
  • Bring (Denmark): Check tracking with T&T code here.
  • Chronopost (France): Check tracking with RYP code here.
  • Coli Prive ( France): Check tracking with T&T code here.
  • Colissimo (France): Check tracking with T&T code here.
  • Correos(Spain): Check tracking with T&T code here.
  • CTT Express / Tourline (Spain / Portugal): Check tracking with T&T code here.
  • Chronopost RYP (France): Check tracking with T&T code here.
  • DC Postal (Luxembourg): Check tracking with T&T code here.
  • DHL(Netherlands): Check tracking with T&T code here.
  • DHL DE (Germany): Check tracking with T&T code here.
  • DHL Global LY numbers: Check tracking with T&T code here.
  • DHL Air Express(United Kingdom): Check tracking with T&T code here.
  • DHL Scan Global Logistics (Sweden): Check tracking with T&T code here.
  • DPD AMS 0511 / 0522 numbers: Check tracking with T&T code here.
  • DPD UK: Check tracking with T&T code  here.
  • Estipost / Omniva: Check tracking with T&T code here.
  • Fedex; Check tracking with T&T code here.
  • Fietskoeriers: Check tracking with T&T code here.
  • GLS (Netherlands): Check tracking with T&T code here.
  • GLS Italy:  Check tracking with T&T code here.
  • Hermes (Germany): Check tracking with T&T code here.
  • Hermes (United Kingdom): Check tracking with T&T code here.
  • Kaab (Poland): Check tracking with T&T code here.
  • PostNL:
  • Check tracking (EU) with T&T code here.
  • Check tracking (outside EU) with T&T code here.
  • SDA (Italy): Check tracking with T&T code here.
  • Skynet: Check tracking with T&T code here.
  • Taxidromiki: Check tracking with T&T code here.
  • Tourline/CTT Express (Spain / Portugal)  Check tracking with T&T code here.
  • UPS: Check tracking with T&T code here.
  • Zeleris: Check tracking with T&T code here.

Investigation & Compensation

How to start an investigation:

To start an investigation for a parcel shipment you need to fill in the online inquiry form at http://www.customer-pages.com.

  • Step 1: CustomerService
  • Step 2: Inquiry Form
  • Step 3: Fill in the order number and the parcel pop up.
  • Step 4: Fill in the problem description, upload the commercial invoice, add a CC e-mail (not required), fill in the content and press send.
  • Step 5: You will receive a copy of the inquiry form.

We will start the investigation within 24 hours.

Please ensure that claims are being submitted within a maximum period of 3 days after shipping date. Claim handling time can take between 6 and 12 weeks. Each final mile carrier of B2C Europe has a different way of handling our claims but we fill in the files that need to be filled in to process the claim.

If the claim is submitted you’ll receive an email notification from us with the confirmation: to be compensated – which meaning that your claim has now been transferred to our finance department. Claim payments are made once every quarter.

Knowledge Base – Shipments outside EU

  • Upload Excel file
  • Create return label
  • Etc.

Contact our NL Customer Service

Please contact us by sending an email. Phone our customer service team: +31(0)20 2443301, or visit www.customer-pages.com

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