Your presence is mandatory if the collection or delivery of your luggage / parcel is made from or to your home in the time slot between 9am and 6pm. An exception can be made if your shipment is from Paris, additional fees will be required.
Your presence is however not necessary if your luggage is to recover from your hotel. The carrier will directly go to reception, be sure to inform receptionists of his arrival and ensure that luggage is ready for shipment. The local number of the hotel will be informed in case of problems.
Eelway will not be held responsible in the following cases:
- Your absence or unavailability during the collection - you will have to contact DHL directly
- Baggage not prepared and not ready to send, check the conditions HERE
- An inaccessible or misinformed address
It's possible that for reasons beyond our control, the carrier does not show up as agreed for the collection of your shipment. In this case, we invite our customers to contact us to reschedule the collection the next working day at firstname.lastname@example.org or to cancel your booking and get a full refund.