Frequently asked questions (Also known as FAQ)

These are the questions that our customers ask the most. If we haven't covered the question you have or if you would like a more detailed explanation of an answer to a question we have covered, please get in touch, we promise to answer as quick as possible.

Questions about Envíosimple.com

At Envíosimple.com we work with the best carriers in the business so that you can send parcels the simplest way at the best price to any destination worldwide on our website.

1. What is Envíosimple.com?

Envíosimple.com is the most advanced website of its kind, designed to simplify the process of booking a parcel when you need it, showing the best available offers in an organised and user friendly way, at the best price. We negotiate tariffs with the best suppliers so that you save on shipping costs. You don’t need an account, just quote and book!

2. How does Envíosimple.com work?

Envíosimple.com couldn't be simpler. Just insert the weight of the parcel (In kilos), its measurements (In centimetres), pickup post code and delivery post code and hit "Get instant quote". In a split second, we will show you all the available offers to send your parcel. Just fill in the mandatory fields and we will take care of the rest.

3. How should I weigh and measure what I am sending?

In order to receive a good service, it is very important that you weigh and measure your parcel correctly once wrapped. Only this way, will we be able to offer you the best service for your needs and avoid delays and extra costs that may incur for declaring the wrong figures. Please insert weight with one decimal point. For example: 1,7Kg if your parcel weighs 1700Gr or 0,3Kg if your parcel weighs 300Gr. If the parcel is big, it is most important to declare the correct measurements, as the parcel will usually have a higher volume that physical weight.

4. What is the difference between physical weight and volume weight?

If what you are sending is big and light, you will be charged for the space it takes up and not for its weight. The volume weight is obtained from a variable formula that takes the measurements into account. This is why it is important to declare the correct weight and measurements. This formula varies from one supplier to another making some couriers more suitable for bigger items and others better for smaller ones.

5. Can I choose the date and time of pickup?

You can choose the date and time that best suits you. It is quite likely to be picked up in the bracket selected in capital cities and reasonably sized towns. However in smaller towns, although the courier will try to adapt, it won’t always be possible, especially in more remote areas. In these cases, pick up will be during the day at any time. We recommend you ask the driver at what time does he usually pick up in your area in these cases so you can arrange future pickups having that in mind.

6. Can I choose the date and time of delivery?

Not really. Deliveries are made during the day and we can´t choose at what time except with more urgent services where you can choose to have it delivered by a certain time. Once there has been a failed delivery attempt, we can transmit time preferences to the courier in order to improve chances of delivery. As long as the included delivery attempts have not finished and the instructions are possible to carry out, we will do our best to get the parcel delivered.

7. What is a registered customer and what are the advantages of being a registered customer?

The advantages of using Envíosimple.com to book parcels are uncountable, especially if you are a registered customer. You will be able to create your own invoices on any date or just get one invoice a month with all your purchases, address book, special discounts, possibility to send parcels COD, load and use your prepay account y make the most of our prepay offers, repeat and invert past parcels. You will be able to see your order history; whether or not you have any open issues with any parcel and know where your parcels are on one screen. Register now, it´s FREE and will only take you a minute.

8. To which destinations can I send to with Envíosimple.com?

You can send to any destination in the world with Envíosimple.com, however distant it may be. We have a great variety of services for all budgets and requirements. From a small parcel to the next block to moving house contents to Australia.

9. From where can I send with Envíosimple.com?

You can send from Spain, France and UK to any country in the world and from any country in the world to Spain. This is achieved by having a large quality partner network worldwide. We have great deals to and from The Canary Islands, and obviously great prices to send parcel within Spain mainland.

10. Can I trust Envíosimple.com?

Envíosimple.com is a pioneer of the online parcel booking world, with more than 5 year experience. We have great deals with the best supplier in order to collect your parcels and deliver them the simplest way at the best price. We also have Transport Operator Card authorised by Madrid Transport Authority number 11816677-1. This authorisation is mandatory for firms to offer transport services in Spain, we recommend you don´t deal with firms that don´t have this authorisation, especially on the Internet.

11. What are the guarantees?

The same as with a traditional parcel company except we deal with incidents for you as quick as possible thanks to our advanced incident resolution system. We also have an Official Transport Operator Card issued by Madrid Transport Authority number 11816677-1.

12. I would like to sell my services on Envíosimple.com, can I?

If you represent a transport company and wish to include your services on Envíosimple.com, please get in touch with us. We work with all kinds of suppliers, from the biggest to the smallest with one objective: To offer our customers the widest range of quality services at the best possible price.

Invoicing

We have designed and invoicing system so that whether you send one parcel or send hundreds of parcels a month, you can be in complete control of your spending in a way as simple as our booking process.

1. ¿Where can I view and download my invoices?

If you are not a registered customer and ask for an invoice during the booking process, you will receive it by email together with your order confirmation. If you are a registered customer and have set an invoicing address, you will be able to choose whether to receive an invoice on order completion for one particular service or to include the purchase in you global monthly invoice. You will be able to view orders to be included in the next invoice in your “Invoicing” section of your customer area.

2. Can I set a default invoicing address in my address book?

Yes, in one click. You can also select a default pickup address and a default delivery address if needed..

3. How do I select my invoicing address?

It couldn´t be easier. Just add the address to your address book and set it as your default invoicing address.

4. How can I create an invoice?

If you have services that have not been invoiced yet, you can go to you “Invoicing” area and choose which orders you wish to include in your invoice whenever you want. At the end of the month, you will receive an invoice with all the purchases and possible refunds that have not been invoiced included. This way, you will always be able to create your invoice when needed.

5. Can I receive one invoice at the end of the month with all the services I have booked during the month?

Yes, this is another unique thing about Enviosimple.com. As we know how confusing it is to receive hundreds of invoices when you place hundreds of orders, we give the chance to set a default invoicing address and just receive an invoice on the last day of the month with all movements recorded.

6. Can I choose what service to include or not in an invoice?

Yes, you can choose which services should be invoiced on each invoice, whether it is one, all or some. You can also have a weekly invoice. All can be done from your “Invoicing” area.

7. Can I have an invoice for one order in particular even though I send hundreds of parcels a month?

Yes, you can create an invoice at any moment of the month and include or exclude any orders you wish.

8. Can I have invoices made out to other people based on my wishes?

Yes, you can have your orders invoiced to whoever you want before the end of the month, which is when all orders not invoiced get invoiced to you default invoicing address.

9. Why is there no VAT on services to and from outside the European Union, Canary Islands, Ceuta and Melilla?

All services to and from out of the European Community area are exempt of VAT by law. This includes The Canary Islands, Ceuta, Melilla, Andorra and Gibraltar.

10. Can I have copies of the invoice sent directly to other emails?

Yes, you can have copies of invoices sent wherever you want. To do so, click on “My account” and “Edit account details”. Then, just put email separated by commas where you wish to receive copies in “Extra email addresses”.

Notifications

Each time you send a parcel, it is important to notify all parties involved so that everybody can have access to knowing what’s going on. This way, we can solve possible issues quicker.

1. Who will receive emails when I book a parcel on Envíosimple.com?

When ordering a pickup as a guest client, we will ask you for your name, an email an ID/PASSPORT number for identification purposes. That email will receive the order confirmation email. If you book a parcel as a registered customer we will already know who you are. If different emails are supplied, we will also send emails to sender and recipient.

2. What will the person booking the parcel receive on their confirmation email?

The person booking the service will receive an email with all the details about the pickup, delivery, labels, order number, detailed price paid for the service, invoice and a link to the order area itself in case there is a need to open or view an incident. The person that books it receives the most detailed email.

3. What will the recipient see on their confirmation email?

If the recipient is not the person that booked the service, they will receive an email with all their details on, so that they can check for any mistakes, order number and link to the order area itself in case there is a need to open or view an incident. They won’t see the price paid or pickup address.

4. What will the sender see on their confirmation email?

If the sender is not the person that booked the parcel, they will receive an email with all pickup details on, so that they can check for any mistakes, order number and link to the order area itself in case there is a need to open or view an incident. They will also receive the label. They won’t be able to see the price or the delivery address.

5. Can I contact Envíosimple.com any other email that is not in the order?

No, in order to get in touch with envíosimple.com over an issue with any given order, you will need the order number and the email from which it was booked, regardless of whether you are the person that booked the service, the sender or receiver.

6. Why is it important to include the sender and recipients emails if different to ours?

It is essential for us to be able to contact all parties involved in the case of an issue. It is also need for all parties involved to open incidents on through the tracking system.

7. Why do we want to know if you are sender, receiver or neither of the two?

Most people order pickups for themselves, but it’s not always like that. If you wish to have a parcel picked up at your address, you should state that you are the sender. We also have many customers that receive parcels; in this case you must indicate that you are the recipient. If the parcel is to be sent from place where you won’t be to a place where you won’t be either, you will need to choose “neither”. This will help us determine who we need to notify and we will also use it to fill in the pickup form for you.

Insurance and Claims

In the unlikely event of your parcel being lost or damaged in transit, the following questions cover claims and insurance concerns. The best remedy is to package and label correctly.

1. What insurance cover is included in the price?

All services have the minimum legal insurance by law LOTT which compensates at a rate of 5,92EUR per kilo. Some of our services have an extra insurance that covers up to 16EUR per kilo. Compensation cannot be higher than the value of the contents.

2. Can I book additional insurance for my parcel?

Yes, once you have chosen the courier, you can insure it for its full value. It’s important that you have a recent invoice in order to make a claim (Less than 2 months old) that justifies the value reported or insured whether you insure it or not, you will have to prove its value.

3. What happens if my parcel gets damaged in transit?

If your parcel is damaged, you need to notify us via the website (Not by phone or by email) by opening an incident no more than 2 days after delivery. You will need to send us photos of the packaging, photos of the damaged articles, commercial sale/purchase invoice and a description of the damage. If you observe damage on delivery, please notify the driver and don’t sign to say that you received the parcel in good condition. We recommend you take photos of what you are sending before sending it; they are useful in the case of an incident to determine the original state of what was sent.

4. What happens if my parcel is lost in transit?

In the unlikely event of your parcel being lost in transit, in order to make a claim, you will need to send us a commercial sale/purchase invoice, a description of the article and its value. We recommend you take photos of what you are sending before sending it; they are useful in the case of an incident to determine the original state of what was sent.

5. How long do I have to make a claim after delivery?

You will need to notify Enviosimple.com via the incident management system in no more than 2 days from when you receive the parcel. In order to do so, please follow the link in your confirmation email to access the order area or access from your customer area.

6. Who decides if an article is well packaged or not?

Experts will examine the parcels and packaging used when couriers notify us of damage and/or the photos when it is the recipient that raises the incident. Should the experts determine that the packaging used to send the parcel is not sufficient, they may reject the claim.

7. Which articles are considered restricted articles?

Restricted articles are all those that are not packed in a box with sufficient preparation from the sides. Articles made of glass, ceramics or articles that contain glass or ceramics, including glass bottles, food. Articles sent with no commercial invoice that can prove their value or age. If you can´t provide photos of your article in a box, consider it a restricted article.

8. Which articles are considered prohibited articles?

Prohibited articles are articles that cannot be sent using any of our services offered. If you send a prohibited article, you may lose the amount paid and you may also have to deal with legal problems with the ruling authority. No claims can be made on prohibited articles. Any expenses caused by sending a prohibited article must be paid in full by the person booking the shipment.

9. What’s the difference between a prohibited article and a restricted article?

Restricted articles can be sent at one’s own risk. Prohibited articles cannot be sent under any circumstances.

10. What can I do to avoid my parcel suffering damage in transit or getting lost?

The best way to avoid damage is to package things so that they don’t break. Use a new box. Make sure contents are not in contact with the box, as the box will receive impacts in transit and it’s important that the contents don’t. Use plenty of tape and make sure articles are not loose in the box and cannot crash into each other in transit.

Cash on Delivery (C.O.D.)

Aiming to offer the best service possible, we also offer our customers the possibility to send their parcels C.O.D.

1. What is a C.O.D. shipment?

A COD (Cash on Delivery) service is a service which includes amount you wish to charge the recipient upon delivery. The driver will not hand the parcel to the recipient unless he pays the amount.

2. What isn´t a COD service?

COD is not a service where the recipient pays for the service. We don’t do shipments allowing the recipient to pay once they receive the parcel. The amount is charged from the recipient and not handed to the sender by the driver on pickup.

3. Can the amount be modified once the service has been booked?

No. Please take into account that once the order goes through with an amount to be charged upon delivery, it cannot be modified. If the amount is wrong, you will have to make arrangements with the recipient to solve it, but we can’t modify the amount.

4. Do I need to be registered to send a parcel COD?

Yes, you will need to register in order to administer the funds that come from COD services. Once you receive it in your prepay account, you may use it to place new orders or withdraw it to you bank account. This is why we no longer ask for bank details when booking the service. Envíosimple.com will pay the person that booked the service.

5. When and how will I receive my money?

Your money will be available to send parcel 3 days after delivery and to transfer to your bank account 5 days after delivery. However we are usually a lot quicker, you should bare this in mind.

6. What´s the link between my prepay account and COD?

In order to keep it simple, CODs are paid to the customers prepay account from where the money can be transferred with easy to your bank account or you can use it to send parcels.

7. How is the COD commission calculated?

The commission is calculated from the amount that the courier needs to charge on delivery. It’s a percentage of the amount to be charged, which varies from one supplier to another. There is also a minimum amount charged. This means that if the amount to charge is high, the commission will raise.

Prepay

At Envíosimple.com, we make every effort to make your booking process simple as well as offering the best possible price. This is why we offer the possibility of having a prepay account.

1. What is a prepay account?

A prepay account is basically an account where you can deposit money by bank card, Paypal or transfer, in order to make booking a service even simpler. On top of that, there are special discounts for using prepay to pay for your deliveries!

2. How can I recharge my prepay account?

You can recharge your prepay account with your bank card, Paypal or bank transfer. This last option has no admin charge.

3. What are the advantages of paying for services with prepay?

Apart from special prepay offers, it is a lot easier to book parcels paying with prepay. You will save on admin charges per order depending on what payment method you were using. Many of our customers use it in order to not have to give out credit card details constantly, that way anybody in the office with access can book a parcel.

4. Can I recover the money paid into prepay at any moment?

Yes, all you need to do is withdraw it from “My account” in your customer area indicating your bank details and you will receive it bank in your account.

5. How can I get a 5EUR discount coupon for recharging my prepay account?

Easy, just recharge it with at least 100EUR and the discount coupon will activate once you spend it. If you load 200€ to your prepay account, 2 coupons will activate, one when you spend 100EU and the other when you spend 200EUR. This is why we recommend that you always load prepay in multiples of 100EUR. If you withdraw money before spending it on services, the coupon won’t be activated.

6. I loaded 100EUR and no discount coupon has activated What’s wrong?

You need to spend it first. It is also important o remember that you can’t add prepay amounts to make 100EUR, that s, you can’t load 50EUR twice and expect a coupon. Load prepay in multiples of 100EUR in order to get the maximum amount possible of discount coupons.

7. Why does the discount coupon get paid after spending the amount and not before?

It’s our way of saying thank you for trusting Envíosimple.com with your parcels.

8. What is the link between my prepay account and COD?

In order to keep it simple, CODs are paid to the customers prepay account from where the money can be transferred with easy to your bank account or you can use it to send parcels.

Available discounts

Envíosimple.com negotiates tariffs with couriers every day so that you can send parcels the simplest way and at the best price. Our prices are very competitive as they are, but we are happy to say there is more.

1. What discounts are available?

Basically, there are 3 types of discounts which will be applied to services depending on the arrangements we have with each carrier in particular, the numbers of parcels you and a week, and how you pay for services.

A. Discount for being a registered customer.

Simply by registering on our site (Name, email and password) and logging in, you will have an immediate discount of up to 5% on most of our services, depending on arrangements that we have with each supplier. If you haven´t registered yet, don’t take our work for it, register and find out, it´s free and will only take you 2 minutes.

B. Discount for sending more than 10 parcels in one week.

At Envíosimple.com we reward loyalty. This is why our website detects that you send more than 10 parcels in one week and automatically offers an extra discount. This discount will last for 6 weeks from when you sent 10 parcels in one week, which means, you can go on holidays and the discount will still be there when you return. You will be able to monitor your parcel goals to achieve discounts and view when they expire from the “My account” part of your customer area.

C. Discount for recharging prepay with at least 100EUR.

This is our customer’s favourite discount. On Envíosimple.com you can pay for services with your bank card in collaboration with Banco Sabadell, with Paypal or with your prepay account. If you recharge your prepay account with at least 100€, once you spend it, we will activate a 5EUR discount coupon for every 100EUR you transfer. If you recharge your prepay account with 300EUR, you will have 3 coupon that will be made available to use as you spend the prepay amount.

2. There is no discount and I am a registered customer. What is wrong?

Envíosimple.com has agreements with many different couriers, and some of them won’t let us offer their services for less than the price shown. On the other hand, it could be because we don’t have enough margins to be able to offer additional discounts. The only discount that you will always be eligible for is the discount for recharging prepay with at least 100EUR.

3. I´m sending lots of parcels a week and no discount is being applied. What’s wrong?

Envíosimple.com has agreements with many different couriers, and some of them won’t let us offer their services for less than the price shown. On the other hand, it could be because we don’t have enough margins to be able to offer additional discounts. The only discount that you will always be eligible for is the discount for recharging prepay with at least 100EUR.

4. How can I know if the additional discounts are being taken into account?

On the step when you choose the service that best suits you, the price breakdown will show the discount applied. You will also be able to see it later on the price breakdown. It will also be visible on your invoice.

We hope to have solved your doubts, but if there is anything we haven’t covered, please contact us using the contact form and we will get back to you as soon as possible.