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Frequently asked questions

Check out the frequently asked questions and answers. Everything in one place.

Category

  • How does WE|DO deliver parcels to the addressee’s home?

    Parcels are delivered on weekdays between 8:00 am and 6:00 pm to the first lockable door at the delivery address. The messenger is not obliged to carry the parcel upstairs. A P.O. BOX delivery is unfortunately not possible.

    When will you deliver my parcel?

    As a standard, our parcels are delivered on the business day following the day on which the parcel is picked up from the sender. On the parcel delivery date, you will be informed by a text message, per e-mail or via our mobile app.

    How to make the COD payment?

    You can make the collect-on-delivery payment in cash or using a payment card (free of additional charges for the addressee). If you intend to make the collect-on-delivery payment in cash, please prepare the exact amount. In general, though, we recommend that you pay for your goods in advance, when making your e-shop order.

    How to change the delivery date?

    The delivery date can be easily changed in our mobile app. Alternatively, you can contact our Customer Service.

    How to change the delivery address?

    If you need to change the delivery address, contact our Customer Service.

    Can I redirect a parcel to an issuing place or an issuing box?

    Yes, provided that the parcel complies with the permitted size. You can make the change easily in our mobile app, or contact our Customer Service colleagues.

  • How to become WE|DO’s business partner?

    If you wish to start sending parcels with us, fill in your contact details on this site and we'll get back to you with an offer.

    Do I need to be your business partner to be able to send a parcel?

    Yes, our services can only be used by our contractual partners with a valid Company ID.

    How to hand a package for transport?

    You can order parcel transports in our Parcels Application or at the WE|DO Portal. In the app, you’ll enter all information and order the collection. You’ll then hand your parcels to our driver and we’ll take care of the delivery. Detailed information on how the WE|DO transport works can be found in our Transport Guidelines.

    How to pack a parcel the right way?

    In order for the parcel to be transported safely, pick a wrapping protecting its content against damage incurred during road transport and against strain caused by the automatic sorting device and by mechanical processing. More detailed information can be found in our Transport Guidelines.

    Which kind of goods cannot be transported?

    Parcels exceeding the permitted size and maximum weight for the given service; see the Overview of Products and Surcharges. For safety reasons, parcels containing items such as precious stones, banknotes, weapons, fire extinguishers, glass, big TV sets, monitors, perishable and thermosensitive parcels, etc., cannot be transported. The complete list of parcels disqualified from transport can be found in our General Terms and Conditions.

  • When can I pick up my parcel at the WE|DO POINT?

    As a rule, our parcels are delivered on the business day following the day on which the parcel is picked up from the sender. Once the parcel is ready to be picked up, we’ll send you a text message and an e-mail together with the PIN code needed for taking over the goods (the parcel does not need to be picked up by its addressee). You can then pick up your parcel anytime in the next five business days, within the selected issuing place’s opening hours.

    What is the deadline for picking up my parcel?

    Your parcel can be picked up within five business days following the day on which the parcel was deposited to the pick-up point.

    Can the parcel pick-up deadline be extended?

    Yes, the deposit period can be extended free of charge for up to 3 business days; all you need to do is contact our Customer Service at +420 246 092 912.

    What if I fail to pick up my goods?

    Contact our Customer Service colleagues. Some parcels can be picked up in person at the depot, others are returned straight to the sender.

    How big are the parcels that can be delivered to a WE|DO POINT?

    The pick-up points can receive parcels of up 15 kg, with the longest edge of 1.2 m and the maximum volume of 0.2 m3. However, you don’t need to worry about the parcel size when making your e-shop order. The option of delivery to a pick-up point will be offered only where your order complies with the requested parameters.

    How can I pay for my goods?

    You can make the collect-on-delivery payment in cash or using a payment card.

    What to do if I lost code to pick-up my parcel?

    We’re sending the code in a text message and per e-mail. If you fail to find the code both in your e-mail inbox and in your phone, contact our Customer Service.

  • When can I pick up my parcel at the WE|DO BOX?

    As a rule, our parcels are delivered on the business day following the day on which the parcel is picked up from the sender. Once the parcel is ready to be picked up, we’ll send you a text message and an e-mail together with the code needed for removing your goods. The parcel can then be picked up anytime within the next 46 hours; the boxes are available non-stop.

    What is the deadline for picking up my parcel?

    In the box, your parcel is deposited for 48 hours. We wish to give you enough time to pick up your goods, but also make sure that the boxes are available for new orders. The said deadline should satisfy both needs.

    Can the parcel pick-up deadline be extended?

    Unfortunately not, the deposit period cannot be extended for capacity reasons.

    What if I fail to pick up my goods?

    Contact our Customer Service and our colleagues will prepare your parcel for personal pick-up in our depot.

    How can I pay for my goods?

    The boxes are equipped with payment terminals. You can thus make the collect-on-delivery payment using a VISA or a MasterCard payment cards. Unfortunately, payment in cash is not possible.

    What to do if I lost my code for opening the box?

    We’re sending the code in a text message and per e-mail. If you fail to find the code both in your e-mail inbox and in your phone, contact our Customer Service.

  • How to proceed if I wish to complain about the goods?

    If your parcel got damaged or lost during transport, please contact, as soon as possible, the parcel sender or our Complaints Department using this form. For damage, the deadline is 2 days from the delivery date. For loss, the deadline is 7 days from the expected delivery date. More information can be found in Complaint Procedure.

    What information needs to be included in the complaint?

    All requirements are mentioned in our Complaint Form. We’ll need your parcel number, a brief description and, for a damaged parcel, enclose photos of both the outer and the inner wrappings.

    When will you address my complaint?

    We’ll contact our contractual partner (parcel sender) regarding the complaint within 30 days following the date of complaint.

    Will I receive new goods for the damaged ones?

    Please contact the parcel sender and settle the potential compensation with them.

  • How to become WE|DO’s transport partner?

    If you’d like to become our transporter, please fill in your contact details in our short form. We’ll call you and discuss our cooperation. More information can be found at this page.

    How to become WE|DO’s driver?

    If you’d like to become our messenger, please e-mail us at nabor@wedo.cz and enclose your CV.

    How can your shop join the WE|DO POINT network of pick-up points?

    If you’d like to become our pick-up point, please fill in your contact details in our short form. We’ll call you and discuss our cooperation. More information can be found at this page.

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