Frequently asked questions

Once the order is validated and paid for on our website www.eurekali.com, the documents required for the shipment will be available for download directly in PDF format from your order confirmation e-mail:

• One delivery note for a European shipment
• One delivery note and a pro forma invoice for an international ex-EU shipment if the parcel has a commercial value
• One Ad Valorem insurance certificate can be purchased if selected during the order process

You can also download the transport invoice in PDF format from your order confirmation e-mail. Finally, if you selected the appropriate options, notifications will be sent by e-mail or text messages to the person designated in the destination address section.

Eurêkali can offer its customers better deals because it pools transport flows from its transporters. And the more we ship, the better the rates that we offer will be.

- If the parcel has not shipped

As soon as possible you must contact the telephone number indicated in the order confirmation e-mail. Explain the situation and wait for their feedback. If the answer you received is not satisfactory, fill in the claim form by clicking here.

We will open an investigation with the transporter you selected, so that all actions are undertaken to satisfy you. As a precaution, we advise you to send a registered letter with your complaint to the transporter, on the 15th day after the initial delivery was planned. Please attach the original invoice of the goods you shipped or their replacement or repair invoice to your complaint letter.

- In case of partial delivery of or damage to the parcel

1. At the time of the delivery, we recommend you to control the number of items in the parcel as well as inside the package, while still in front of the delivery man, and to sign the bill of lading only after having described the potential damage to or loss of one or more items.
2. As soon as possible you must contact the telephone number indicated in the order confirmation e-mail. Explain the situation and wait for their feedback. If the answer you received is not satisfactory, fill in the claim form by clicking here.

Send a registered letter to the transporter within 48 hours after delivery, and attach the original invoice of the goods you shipped or their replacement or repair invoice to your complaint letter. Finally, as a precaution, you should keep the parcel as well as its packaging.

As soon as possible you must contact the telephone number indicated in the order confirmation e-mail. Explain the situation and wait for their feedback. If the answer you received is not satisfactory, fill in the claim form by clicking here.

As a precaution, send a registered letter to the transporter. The compensation exclusively applies to the transport cost and does not cover the cost of the goods. We kindly advise you to refer to the chosen transporter’s terms and conditions of sale, to know the precise requirements to claim compensation for any delays incurred.

You can move to a new place with Eurêkali, provided the shipment is correctly documented with the exact number of items ready to be collected by the mover.

If you have to send several parcels to the same destination, you can group your parcels. On the start page, you will have to simply create the necessary additional lines. If the destination addresses of your parcels are different, you will have to place separate orders.

It is always better to let the transporters take care of several smaller parcels of average weight, than one larger parcel whose handling would require two people or the use of a trolley. The price is often equivalent but the risk of damage to the parcels is lower if you split them, as it makes them easier to handle.

1. Verify that the weight and dimensions of the parcel are correct. If any information is incorrect, the shipment might be blocked at the transporter’s warehouse and its recall will be at your charge without any compensation for the service paid.
2. Verify that the contents of your parcel are authorized for shipment and tightly wrapped. The contents of the parcel must not be prohibited. You must check the “What can’t I send?” list as well as Eurêkali’s and the transporter’s terms and conditions. The parcel must be firmly packed or prepared so as to guarantee that its handling will not damage its contents. If the sender does not respect the packing instructions, the parcel will be blocked at the transporter’s warehouse and its recall will be at your charge without any compensation for the service paid.
3. Verify that the pickup and destination addresses are complete and correct. They must be communicated comprehensively. If the transporter cannot gain access easily to the mentioned addresses, it can consider that its delivery mission was accomplished. Your parcel will be kept in a warehouse and its recall will be charged to the sender. Delays incurred due to a missing person at destination or incomplete address will not be considered the responsibility of the transporter. To avoid any delays or missed deliveries, the user must:
   • indicate the pickup and destination contact persons’ phone numbers
   • communicate any useful information for collection or delivery

Differences between transporters usually concern:

• delivery times (transit time and delivery time)
• the delivery coverage area (all zones are not covered by transporters as efficiently, some zones are subcontracted)
• the transporter weight range
• the type of contents accepted (for specific contents: refrigerated, live animals, dangerous goods, furniture, please call our customer service +32 2 333 37 77 from Monday to Fridays, between 8:00 and 18:00 CET).
• the quality of the information flow
• the care and handling of the parcels

You can pay your shipments with VISA or MasterCard through the Ogone online payment system. If you create a user account, your billing data will be saved and you can use the direct debit payment. As a company, you can have access to a fully integrated single monthly billing system that connects to your own payment system and accounts, provided that our financial department approves your application.

We give utmost importance to our customers’ satisfaction. With this objective in mind, we have selected transporters renowned for their quality service: TNT, GLS, IPS, DHL, FEDEX, Alpha, PMC, Number One, Ecopostale. The list is constantly being updated. Eurêkali’s quality control department carefully analyzes any new possibilities of doing business with companies from other sectors, to offer you comparative conditions in as many specialized areas of expertise as possible.