Frequently Asked Questions
Top 3 Questions
How can I send a package?
Sending a package is very easy! Simply fill in the form on the homepage of www.europacco.com, confirm the consignment and pay by credit card or PayPal. Finally, print the transport document received by e-mail and place it on the package in a plastic cover.
Your package will be collected by a courier the following day.
How much does shipping cost?
Pricing for a package delivery
Pricing for each shipment is made up by the country of delivery and the weight of the package.
Our price list applies subject to the General Terms and Conditions.
When will my package be picked up?
Your package will be collected by an express courier one day after the order is placed or on a choosen day. Collection is carried out on weekdays only (Monday through Friday). If you commission a consignment on Friday or Saturday, the package will be collected the following Monday.
How can I keep track of my consignment?
In order to find out the exact status of your consignment go to consignment tracking on europacco.com. Searching is easy - simply enter the shipping number. You will find this number in the transport document you received by e-mail.
What is the transport document and what do I do with it?
The transport document consists of the consignment note.
Once you have filled in the form correctly and confirmed as well as paid for the consignment, we will e-mail you a pdf document. Print the entire document in the attachment, insert it into a clear plastic cover and attach it to the package. To ensure that the right document is attached to the package the consignment note contains the shipping number, the recipient's name and the actual weight (important when sending more than one package). Your package is now ready for shipping!
How do I fill in the form correctly?
Filling in the form correctly
Fill in the form according to the following criteria:
Choose "private" or "business", depending on whether your package is to be collected from a private or business address.
Write the name and address of the residence where the courier is supposed to collect the package. Please note: Write the name on the doorbell in this field, so that the courier can find it quickly. Please add an e-mail address and phone number, in order to agree on a collection appointment if necessary.
In case the address differs from the billing address, click on "yes". Afterwards you can enter your invoice data. We also need your tax ID number for invoicing.
Fill in the field with the recipient's address and use the name on the doorbell.
What am I not allowed to send?
Goods that are not allowed to be sent by express courier
The following goods are not permitted for shipment with europacco.com: money, gold, antiques, spirits, stamps and other tokens, precious metals, firearms, alcohol, plants, drugs, works of art, precious stones, fur, expensive watches, animals, explosives, food, perishable goods, obscene and pornographic materials, coal and industrial diamonds, bank cheques, tobacco, traveler’s cheques, goods that are illegal in the destination country.
europacco.com reserves the right to refuse shipment of packages and goods that are not compliant with these guidelines. In any case europacco.com refuses collection of dangerous goods, such as flammable, explosive, hazardous, radioactive or toxic substances, infectious or magnetic materials in accordance with the limitations set by the European Agreement concerning the International carriage of dangerous goods by road (Italian law 1839/62) and IATA. Additional charges will be incurred for package exceeding weight and size limits. Charges may be pressed as a result of any violation of these rules.
Who do I contact when I encounter a problem with shipping?
In case of any problems please contact europacco.com's customer service by e-mail at [email protected].
Suitcase and bags
If you send a suitcase or a bag, we recommend you to lock it with a key and put it in a cardboard box or wrap it with a cardboard. We do not recommend you to use the suitcase or the bag as a packing. In this case we do not take any responsability of the damage of the suitcase or the bag. All this damages are not refunded.
How do I calculate the weight of the package?
The weight of the package
Weight = Contents + Packaging
Categorization and pricing depend on the weight of the package. Make sure that the weight of the package does not exceed the values on the transport document.
Why do Italian zip codes not work?
New ZIPs - postal codes
In 2006 the Italian postal service has changed and added a number of ZIP codes. E.g. the general ZIP of Rome is 00100, but Via Flaminia Nuova has now its own code.
How do I package the goods?
Choose the size of the package according to its content. In order to the keep the goods intact, use padding materials, especially to ensure that the contents are not moving.
Seal any containers of liquids with tape and wrap them in waxed paper afterwards. Please note: Low quality packaging may result in damaged goods.
When reusing a box or container make sure to remove any old labels and stickers. Make sure the box is in good condition.
Labels such as "fragile" or "handle with care" are not a substitute for proper packaging, they only serve as additional information.
Boxes are the best containers for your shipment. They are available in all sizes and forms.
europacco.com advises against using round pipes. This shape is difficult to handle. Drawings, blueprints and other documents are best sent in square or rectangular packages.
All packages must be sealed in order to avoid the loss of their content. We recommend the use of a high quality duct tape.
Packaging pager and foil
With products such as textiles we recommend wrapping with paper in order to protect them from dust. Then put the object into a box and seal appropriately.
Wrapping with paper and foils
We recommend the use of paper solely for textiles to protect them from dust. The goods still have to be put in a cardboard box and closed tightly. If you are wrapping the box in foil, make sure that the transport document is still readable and the bar code is visible.
Corners and ridges of the package can be protected with the help of plastic reinforcements or recycled cardboard. This prevents transport damages, because pressure and tension are distributed evenly on the surface of the package.
Place fragile objects in the center of the package and add padding or filling materials on the sides. Make sure liquids are filled into appropriate containers. Such containers are lightweight and durable, wrapped and sealed with duct tape.
Powder materials have to be packed in durable plastic bags, sealed and then packed in a rigid cardboard box.
Protect USB sticks, CDs, tapes, videos and other media with soft padding or filling material. Wrap individual objects separately when the material is breakable.
Please note, these are only guidelines and europacco.com does not take any liability for your packaging. You are responsible for the appropriate packaging of your products.
Protective bags with bubble wrap are ideal for objects such as LPs, CDs, keys and electronic spare parts.Paper
Please use paper to fill any gaps in the package and to make the package more stable. Fragile objects have to be wrapped individually.
Bubble wrap and air cushion pads
Bubble wrap is one of the most commonly used filling materials due to its flexible use.
It is ideal for smaller boxes, for larger ones we recommend air cushion pads.
Packing peanuts are usually made from potato starch or polystyrene and are ideal for many products due to their flexible use. The peanuts fill in gaps in the box and provide reliable protection of the goods.
Suggestions for a correct packing
Payment and invoicing
How can I pay for my consignment?
europacco.com offers two payment options:
Payment by credit card
The following credit cards are accepted: Visa, MasterCard, American Express, Carta Aura, Discover and prepaid cards. Simply enter your payment details with our PayPal partner page and we can guarantee that only PayPal and your credit card issuer have access to your data
The following information is necessary for online payment:
• Credit card number
• Expiry date
• CVV2 code (three numbers on the back of the card)
Payment by credit card is carried out in advance, permission and charging are carried out simultaneously.
Payment via PayPal
Paypal enables customers and businesses worldwide to carry out and receive payments online. The service protects your data with the help of customized security systems in order to prevent fraud. Your bank or credit card details will not be forwarded to europacco.com.
• Bank transfers are free of charge.
• Payments can be carried out easily and quickly.
Where do I find my invoice?
Your invoice will be sent to you by e-mail by the 15th of the following month. In case you haven't received an invoice by then, please contact our customer service.
When are additional costs incurred?
Additional charges will be incurred for consignments exceeding weight and size limits. europacco.com will send an additional invoice to cover the difference plus a 5 euro administration fee. These additional costs are communicated by e-mail and have to be paid immediately.
Exceeding allowable weight and dimensions
Both weight and size of each package will be considered and evaluated individually. The prices for shipments can shoot at ranges of 5.00 kg, 10.00 kg, 20.00 kg, 30.00 kg, 40.00 kg, respectively 50.00 kg. If the weight of a package exceeds even only for 100 grams the weight of a mass group indicated above, the increase of money is recognized corresponding to the next price range. The weight of the packages is not total. If the dispatch is composed of more than one package, of which, a package has a weight lower than the maximum limit granted by the corresponding weight band (for example 28.00 kg to 30.00 kg of the band) and the other exceeds the maximum limit granted for the weight band (for example 5,10 kg for the band of 5.00 kg), at the latter it will be requested the increase of money corresponding to the next weight range (above the 5, 00 kg). The weight of the packages can only be total when the shipment is organized as a "pallet" type.
For weight and maximum size allowed exceedances, (over 50.00 kg and above 190.00 cm) for some countries, it may incur an increase in euro, which sometimes can be higher then the initial value already paid by the customer for the purchase of the expedition itself.
Shipments consisting of more than one package, if for one of the packages it is requested an increase (because of the excessing weight and / or size), will remain in the warehouse stock of Europacco in Bolzano until the payment of the required sum.
How can I insure my package?
europacco.com offers the option to insure your consignment. To insure your package you simply have to enter the value of the shipped goods in the form on the home page. Insurance costs are immediately calculated and amount to 1.5 % (with a minimum of 3.5 euro) of the value of the shipped goods. The maximum amount to be insured is 1,500 EUR. Please note: The insurance value must be provable and in case of damage the goods must be saved.
Shipments to the following countries will not be insured: Angola, Armenia, Azerbaijan, Ethiopia, Georgia, Iran, Kazakhstan, Kirgizstan, Lebanon, Liberia, Libya, Nicaragua, Nigeria, Rwanda, Sierra Leone, Russia, Zimbabwe, Turkmenistan, Uganda, Ukraine and Uzbekistan.
Which rules do I have to abide by for compensation of damages?
Rules in the event of damage
It is important that you follow the terms and conditions of the insurance. In addition the goods value must be provable and the package has to be packaged according to the instructions. europacco.com recommends giving the following information to the recipient of the package. The condition of the package has to be checked upon receipt. If the package shows any visible damage, this has to be noted on the transport document and signed by the recipient as well as the delivery person.
Such a package should also only be accepted with reservations. Example for the following rule: In addition the goods value must be provable and the package has to be packaged according to the instructions. europacco.com recommends giving the following information to the recipient of the package: The condition of the package has to be checked upon receipt. If the package shows any visible damage, this has to be noted on the transport document and signed by the recipient as well as the delivery person.
Example for acceptance with reservations: I reserve the right to further examine the content of the package for damages. In order to be eligible for compensation for damages, the damage has to be communicated within 48 hours of receipt of the package. Communication has to be in written form by e-mail to [email protected]. Simply write your shipping number and contact data into the relevant e-mail. You will be contacted shortly by the insurance company, asking for detailed documentation.
Complete documentation includes the following:
• A copy of the product purchase invoice
• A copy of the confirmation of payment, transport document or consignment note of the return consignment
• Transport document (consignment note)
• Copy of the transport document signed with reservations - with the known damages
• Photos of the damaged goods
• Photos of the internal and external packaging used
• Detailed description of the damages by the recipient
• In case of loss: Notice of loss/theft
• Terms and conditions of the insurance
The following goods cannot be insured:
• Valuables such as precious metals, precious stones, foodstuffs, liquids, jewellery, money, stocks, stamps etc.
• Fragile objects such as glass or ceramics
• Works of art and antiques, carpets and real fur, tobacco
• Radioactive materials and nuclear fuels
• Arms and ammunition
• Live animals
• Legally prohibited goods, e. g. medication
Period of insurance
The package is insured from the handover of goods to the courier to the moment of delivery of the package to the recipient.
The insurance premium applies to each individually insured package.
The place of jurisdiction is Bozen/Bolzano.
The standard insurance only applies for packages with a maximum weight of 50 kg. If you have heavier packages, please contact europacco.com's customer service at [email protected].
How is the insurance sum calculated?
Calculation of the insurance sum
After you entered the value of the goods in the form on the homepage, costs will be automatically calculated.
How can I open and print the PDF?
Opening and printing a PDF document
Most computers already avail of a program for reading PDFs. In case you are not able to open the document in the e-mail attachment, please download the free Adobe Acrobat Reader. Simply click on this link: https://get.adobe.com/uk/reader/
Who do I contact if I encounter problems with the website?
Please directly contact customer service by e-mail at: [email protected].