Frequently Asked Questions

Phone our call centre at the telephone number +381 11 331 33 33

Tell the operator the address of the sender, address of the recipient, and the type of the shipment (ordinary or value).

Choose the type of the service – same day delivery or next day delivery.

Choose the payment method – if you are a legal entity, you can pay for the service in cash, through the account, or transfer the payment to the recipient of the shipment. If you are sending the parcel as a natural person, you pay for the service in cash and you cannot transfer your obligation to the recipient of the parcel.

If you choose the same day delivery, a courier will collect the shipment within 1-3 hours after your phone call.

Your shipment will be delivered within 3 hours after its collection.

If you choose next day delivery, a courier will collect the shipment on the same day until 17h. Your shipment will be delivered in 24h or the next day until 15h.

Cash

Through the account

Payment card (coming soon)

If a parcel is damaged or destroyed, the sender/recipient is obliged to report the damage within 24 hours (make a complaint), and after that, within 7 days, they are obliged to submit a request for damages. If the damage was caused by the employees of D Express, the company will compensate the damage in the shortest possible time (7 working days). D Express compensates the damage for all value and COD shipments in the amount of the specified value, regardless of the cause of the damage.

We attempt a delivery two times. The first time is followed by a shipment delivery report that is left by a courier at the recipient’s address. The report contains a contact telephone number that is used for making an arrangement on the next delivery at the agreed time. If the second delivery attempt is also unsuccessful, we contact the sender for further instructions.

An ordinary registered shipment is a shipment that has its number (bar code), but that has no specified value on the shipment.

In case of a damage, robbery, or loss of an ordinary registered shipment, D Express reimburses only ten times of the amount of the service charge.

A value registered shipment is a shipment that has its number (bar code), but that has a specified shipment value. Value shipments are additionally charged 0.83% of the specified value.

In case of a damage, robbery, or loss of a value registered shipment, D Express reimburses the specified amount increased by the ten times of the amount of the service charge. All cash on delivery (COD) shipments are treated as value shipments by D Express.

Legally prohibited transport of shipments: Money, jewellery, precious metals, precious stones, animals, narcotics and psychotropic substances, radioactive, flammable and other dangerous substances, weapons and ammunition, all items the transfer of which is prohibited by law.

An adequately packed shipment is a shipment the packaging of which secures the content of the shipment and enables its smooth handling in the processes from the shipment receipt to its delivery. All written correspondence needs to be placed in envelopes.

The highest allowed weight of the shipment is 300kg, in the content of which no parcel can weigh more than 30kg, which is the weight a courier can carry. The shipment can include several boxes, the collective weight of which cannot exceed 300kg.

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