Frequently Asked Questions
We have the answer to every question!
We are happy to help you. On this page you will find a complete overview with topics such as Shipping, Track & Trace, Insurance and Subscription.
Current Affairs
The world of parcels, shipping and transport is constantly changing. mySendle strives for the highest possible service despite sometimes unruly circumstances. Even in times of, for example, the Corona crisis or other current events.
mySendle continues to send your parcels. Just like you’re used to. Even when Corona makes that difficult. Always check first whether the country of destination (the address) is accessible. mySendle always adheres to the requirements of the government and the RIVM. This applies to the Netherlands and the country to which it is shipped. You can follow the shipment in real-time via our track & trace system. Specific regulations in certain countries may cause delays unexpectedly.
Absolutely! You can still send parcels safely and securely via mySendle. However, delivery times may be delayed due to specific regulations in certain countries.
The answer is ”Yes”. It is part of our service.
You can still choose to drop off packages at a drop-off point. Please follow the guidelines and instructions of the drop-off location.
mySendle
We are the carrier of choice for international parcel shipping. Fast, inexpensive and reliable.
mySendle is a company that facilitates the shipment of packages. We specialise in international shipments. We work with ‘local heroes’ in every country and thus guarantee optimum quality and maximum reliability. After all, that’s what it’s all about.
The company was founded in 2020 and has since grown at lightning speed into a major player.
Our headquarters are in Andijk, near Amsterdam. Warehousing is facilitated from Rotterdam.
Easy, economical and reliable. This description applies to mySendle. Your international shipment is in good hands with us. Additionally, our platform is characterised by optimal ease of use. Don’t hesitate and see for yourself!
Shipping
If you have a question about shipping a package with mySendle, check here to see if your question is already answered.
Let us know immediately! mySendle will investigate where it went wrong. Did the damage occur during shipping? Then you are automatically insured for it.
mySendle strives for the highest possible quality. However, if a parcel does go missing despite this, then we will immediately start an investigation. What if this is unsuccessful? Then you can submit a claim and together we will find a suitable solution.
Please contact our customer service. Our employees will be happy to help you.
mySendle ships a variety of sizes. Always choose the right size to avoid unexpected costs or surcharges.
mySendle uses different parcel sizes. It is important that you choose the right size. If you do not, it is possible that the package will be returned to you, at your expense, or a surcharge will be applied after the package has been sent. This will of course be discussed with you. Log in to your account and go to ‘Shipping’ to read all about the different parcel sizes.
You can easily and quickly book your shipment through the mySendle back office. Click ‘Send’ in the system and follow the step-by-step process. The rest is self-explanatory.
mySendle offers the possibility to have parcels picked up. When booking a shipment, you choose pickup and specify the desired pickup address and time. We take care of the rest.
Sure. Based on your postcode, we have selected the closest service points for you! You choose your desired drop-off location; we’ll take care of the rest.
With this label, you can easily ship your package. Simply stick it on your parcel and have a carrier pick it up or bring it to a service point.
If you did not receive a label, something went wrong. Check your spam mailbox, it might be there. Once you are sure you have not received a label? Please contact our Customer Service. We will send you the label as soon as possible.
This is the most efficient way to ship (internationally) within one week.
This is strictly prohibited. In case of misuse, the responsible authorities will be involved immediately.
If you want to send parcels to locations outside the EU, we ask you to send along a commercial invoice. When booking, we will provide you with a template commercial invoice that you can complete which contains all the necessary information. This document is used by customs to clear the shipment and is therefore mandatory for shipments outside the EU. We will link it to your shipment. If you want to send packages within the EU, then no additional documentation is required.
Each shipment receives a unique Track & Trace code, which allows you to follow your shipment throughout the shipping process. For more questions regarding Track & Trace, please see the FAQ of Track & Trace.
Before you definitively book a shipment, always check if the data has been entered correctly. Do you still want to make changes? Please contact us via email or WhatsApp at the bottom of this page.
You can choose to pay per shipment or use direct debit. Go to your profile to choose the payment method and/or change your details.
We always communicate the costs excluding VAT. In addition, customs related costs are not included in the price.
If you have you chosen this option: your package will be given priority in the sorting process and will be shipped extra fast.
Of course, you can! This is our specialty. Please note the need to add a commercial invoice for shipments to countries outside the EU.
Insurance
We at mySendle want to offer you the security you deserve as an entrepreneur. That’s why packages sent with mySendle are automatically insured. Do you have questions about mySendle insurance? Find your answer here!
All packages are insured automatically up to an amount of one thousand euros.
Please click here to read the insurance policy.
Track & Trace
Of course, you want to be able to track your package, so every shipment sent with mySendle receives a unique Track & Trace code. Do you have questions about your Track & Trace? Check our FAQs to see if your question has been asked before.
You can send us an email or a WhatsApp message. If you want to know where your package is? Then you can use the unique Track & Trace code to locate it.
You can easily track your shipment using the unique Track & Trace code you received from us. You can also view your shipments via the back office on your dashboard.
Costs
Finances are important. That’s why we offer clear overview of costs, invoices and other money-related issues.
This depends on the size of the package and/or the chosen subscription. In addition, we offer bundles for even lower costs. Use our tool to calculate current prices.
Please contact us. We will solve it together.
For drop-off shipments, please consider any extra costs for additional services. mySendle ensures optimal service and quality, and because of this, additional charges may apply to packages that are dropped off at a service point (drop-off shipments).
Extra costs for parcels that require manual processing
Extra costs for additional services apply to shipments that cannot be sorted automatically and therefore require manual processing. This applies to:
– Parcels that are heavier than 23kg
– Parcels that are larger than 100x70x58cm (LxWxH)
– Parcels of different sizes such as round tubes and other cylindrical parcels
Extra costs for parcels without or incorrect pre-notification
We charge extra costs for shipments that have not been correctly pre-notified. This mainly applies to shipments with missing dates and shipments that are not delivered on time / on the same day to a service point.
Extra costs related to volume
mySendle requests that parcels are packed as compactly as possible. This allows better use of the available loading and sorting space during the transport process. We, therefore, charge extra for parcels with a volume greater than 50dm³, greater than 100dm³ and greater than 200dm³.
Tip:
To avoid extra costs, we advise our customers to pack parcels as compactly as possible, so that this keeps parcels below the volume of 50dm³. The volume of a parcel is calculated using the following formula: L (dm) x B (dm) x H (dm).
For example, a parcel measuring 80x30x20cm has a volume of 8x3x2 = 48dm³.
If you have any questions about booking and sending your package, please feel free to contact our support team.
With drop-off shipments, take into account any additional costs for additional services. MySendle ensures optimal service and quality. As a result, additional charges may apply to packages dropped off at a service point (drop-off shipments).
Additional costs for manual processing
Additional charges for additional services apply to shipments that cannot be sorted automatically and therefore require manual processing. This is true for:
– Parcels that are heavier than 23kg
– Packages larger than 100x70x58cm (LxWxH)
– Packages with a different size such as round tubes and other cylindrical packages
Extra costs for no or incorrect pre-notification
We charge extra costs for shipments that have not been correctly pre-notified. This mainly applies to shipments with missing data and shipments that are not delivered to a service point on time / on the same day.
Additional costs related to volume
MySendle would like to encourage users to package packages as compactly as possible. This allows optimal use of the available loading and sorting space during the transport process. We, therefore, charge extra for parcels with a volume greater than 50dm³, greater than 100dm³ and greater than 200dm³.
Tip:
To avoid extra costs, we advise our users to pack packages as compactly as possible, so that packages remain below the volume of 50dm³. The volume of a package is calculated using the following formula: L (dm) x W (dm) x H (dm).
An example: a package with a size of 80x30x20cm has a volume of 8x3x2 = 48dm³.
If you have any questions about booking and sending your package, please do not hesitate to contact our support team.
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