Service
How can we help you? Receive information and personal information about sending and receiving your shipments.
How can we help you?
To find out the shipment status of your shipment quickly and easily, our shipment tracking is at your disposal.
Please note the following important information about shipment tracking:
- The “electronic announcement” of a shipment does not mean that the shipment has already been handed over to OSL.
- After handing over the shipment to OSL, it can take up to 5 hours before you can track the shipment status.
- It is normal that the shipment status does not change constantly in the tracking – not all transport steps are listed.
Up to 5 days after shipment: TrackingIt can take up to 3 business days from shipping for a shipment to reach you. So the shipment is very likely still on its way to you.
Please use tracking to determine the status of your shipment first. The shipment status is available no later than 7 hours after the shipment has been handed over to OSL.
5 days to 3 weeks after shipment: Shipment research by our customer serviceMost unclear shipment processes (e.g. unchanged shipment status after 3 working days or unexplained delivery) are cleared up within a few working days. We apologize if this has caused uncertainty or if you have not received a notification card.
After 5 working days at the earliest, you can initiate a shipment search with our customer service. Until then, feel free to check the tracking system for the status of your shipment.
Use our contact form to search for a shipment.
With OSL WunschDelivery, you can decide for yourself where and when you want to receive your parcels. In Hermes shipment tracking you will find various options:
WunschPaketShop
Simply redirect your shipment to one of our approximately 17,000 OSL ParcelShops and pick it up when it suits you best.
Pick-up is possible upon presentation of your own EU identity card, an EU passport or an international passport (applies to citizens from countries outside the EU). Residence permits or residence permits are also accepted.
Desired day
Simply choose a suitable delivery day – up to 6 working days after the scheduled delivery.
WunschNachbar
Alternatively, you can also specify a neighbor who will receive your shipment for you when you are not at home.
Desired storage location
Or you can tell us a safe place, such as in your garage, where the delivery person can leave your shipment for you.
You can track the status of your shipment online no later than the day after it is dropped off or collected.*
Use OSL tracking to determine the status of your shipment:
Shipment status “electronically announced”
The first shipment status reads: ‘The shipment has been announced electronically to OSL’ This means that the sender has booked the order, but not that the shipment has already been handed over to OSL GLobal GmbH. If this status does not change within 2 to 3 days, please contact the shipper for clarification.
*important note:
If you drop off your shipment at the parcel shop on Fridays, the scanning can take up to 2 working days.
The expected delivery or parcel announcement is a time window of up to 4 hours for parcel delivery.
Our couriers are on the road for you Monday to Saturday between 8 a.m. and 8 p.m. Based on experience, we can further limit the time of delivery without obligation in the form of a time window of up to 4 hours. This service is free of charge for you. The time window is usually displayed in the shipment tracking the day before delivery.
You will also receive this information by e-mail, provided that you have given your parcel sender (e.g. an online shop) your consent and they have your e-mail address. If this is not the case, you can also provide us with your e-mail address yourself via the shipment tracking so that we can always inform you about the current status of your shipment.
You can check the return status at any time via the shipment tracking. To do this, enter your 10-20 digit shipment or receipt number in the OSL tracking system:
After handing in your return to OSL, it can take up to four hours before you can track the status of your shipment.
The confirmation of receipt of your return and, if applicable, the refund of your payments are coordinated by the online retailer and may take a certain amount of time even after receipt of the return by the retailer.
If the damage is externally recognisable, the Hermes delivery person will usually hand you a damage card. Please forward it to us with the following fully completed claim report and the documents listed below. For shipments from the private parcel service, there is a seven-day reporting period from delivery.
Necessary documents for a claim report
- Photos of the outer and inner packaging
- Photos of the damaged goods
- Proof of value (see examples below)
- Delivery receipt (photo or scan)
How to best photograph the damaged shipment
In order for us to process and refund the damage to your shipment, we need your help. Meaningful photos help us to make an assessment.
Outer packaging The photo of the outer packaging should clearly show the overall condition of the packaging, as well as any damaged areas.Inner packaging It is best to photograph
the inner packaging in such a way that it is easy to see how the goods were packaged.Damaged goods
With a photo of the damaged goods you help us to check the damage. To do this, photograph the goods in such a way that the damage is clearly visible.Proof of Value Information
In order to verify the stated amount of damage, we need proof of value. If there is no proof of value, we will reimburse the damage by weight.
- For private shipping: original proof of purchase
- If you’re shipping as part of a private internet sale: A screenshot of the sales or purchase confirmation (showing the purchase price, buyer, and seller) that documents the cash flow
- In the case of shipments as part of a commercial sale: the purchase invoice and the customer invoice
Our shipping services
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