FAQ - Frequently Asked Questions
If you’re looking for information on how our service works and what we offer, you’ve come to the right place. We’ve put together a selection of the most frequently asked questions about shipping, organised by category according to the type of enquiry.
🚀 How SpedizioneComoda works
SpedizioneComoda.com is an online platform that allows you to compare and book deliveries with the leading express couriers — DHL, UPS and FedEx/TNT — all in one place. Enter the weight, dimensions and destination, compare prices in real time and book in under 3 minutes. Home collection is always included.
Enter the shipment details into the calculator (weight, dimensions, destination and date). The system displays the available rates in real time. Choose the best option, fill in the sender and recipient details, pay online and print the label. The courier will collect the parcel from the address provided on the chosen date.
No, you can book a delivery even without an account. However, creating a free account allows you to keep track of all your orders, view your delivery history and access your details more quickly for future orders.
We work with DHL Express, UPS and FedEx/TNT — the three leading international express couriers. The calculator displays each carrier’s rates for your specific shipment in real time, so you can choose the best value for money.
We deliver throughout Italy and to over 200 countries worldwide. For international deliveries, you will need to complete the required customs documentation — the system will guide you through the process step by step.
Yes. The home collection service is available throughout Italy, including the smallest towns. For Sicily and Sardinia, delivery times are slightly longer due to the ferry or flight required to reach the islands.
Yes. If you run an online shop or send large volumes of parcels, we can put together a bespoke scheme with better terms. Contact us Find out more.
You can contact us by email at info@spedizionecomoda.com, by telephone on +39 375 936 2938, o chat with Sophia on WhatsApp — our assistant responds straight away, even outside office hours.
Once you have made your booking, you will receive a tracking link via email, which you can use at any time to check the status of your parcel in real time. You can also track your parcel directly on the courier’s website using the tracking number.
💶 Prices and payment
Enter the weight, dimensions and destination into the calculator on the homepage. The system will immediately display the actual prices from the couriers available for your shipment. You do not need to register to view the prices.
Yes. The price shown by the calculator is the final price you pay — including home collection. There are no hidden additional costs. Any extras (such as additional insurance) are optional and clearly stated before payment.
In shipments outside the EU, consider the possibility of customs duties to be paid by the recipient.
This is because we have direct contracts with DHL, UPS and FedEx, negotiated on the basis of large volumes of shipments. This enables us to offer you wholesale rates that an individual or a small business would not be able to secure on their own.
No. Our prices include tolls, collection charges and all standard services. Surcharges apply only to additional optional services such as high-value insurance or delivery on public holidays. Everything is always shown before payment.
Payment must be made online only, before dispatch. We accept credit and debit cards (Visa, Mastercard, American Express) and the main digital payment methods. You can also pay by bank transfer.
It is not possible to pay the courier at the time of collection.
No, cash on delivery is not available. All deliveries must be paid for in advance online.
As soon as your payment is confirmed, you will automatically receive an email containing your invoice and the tracking link. If you do not receive the email within a few minutes, please check your spam folder or contact us.
Yes. If you send parcels regularly or in large quantities, please contact us for a bespoke scheme with better terms. Please email us at info@spedizionecomoda.com or use the contact form.
The courier weighs the parcel in the warehouse. If the actual weight exceeds the declared weight, the courier may charge the difference in cost or refuse the parcel and return it to the sender — without a refund. Always declare the actual weight and dimensions.
The dimensions determine the volumetric weight (L × W × H ÷ 5,000). If the volumetric weight is greater than the actual weight, the courier will use the volumetric weight to calculate the cost. The dimensions are also used to check that the parcel complies with the chosen courier’s size limits.
The maximum weight limit for standard express services is 60 kg per parcel. For heavier loads, the solution is to ship on pallets — you can send hundreds of kilos, with no fixed limit. The online calculator also automatically calculates the cost of pallet shipments. For special requirements or very large loads, contact us and we’ll find the best solution.
Yes. When placing your order, on the summary page, you can enter company billing details that are different from the sender’s address.
📋 How to place an order
Enter the details into the calculator (destination, weight, dimensions, date), choose the courier, fill in the sender and recipient details, pay online and print the label. The courier will come to collect the parcel on the chosen date. Full guide: how to place an order.
It depends on the courier. In some cases, the driver already has the label when they collect the parcel and they attach it to the parcel themselves. In other cases, you need to print it out in advance (you’ll receive it by email as a PDF with a barcode). The system clearly tells you what to do for the delivery option you have chosen.
Yes. Most couriers accept multiple parcels in a single consignment. Enter the number and dimensions of each parcel in the first step of the order process. The parcels do not need to be tied together — the courier will apply a separate label to each one.
A telephone number is essential for delivery. The courier uses it to notify the recipient of the estimated arrival time or to arrange a new delivery time if they are not at home. Without a valid contact number, the delivery may fail and the parcel may be returned to the sender.
The notes field is not compulsory. You can use it to specify times when you are available to collect your parcel (e.g. “available from 9 am to 1 pm”), specific access points to the address (e.g. “green gate, ring bell B”) or useful instructions for the courier. Never include the address in the notes — use the fields provided for that purpose.
Yes. During the order summary (step 4), click on “Edit billing details” to enter a different address and company name.
You can cancel an order via the contact form, stating the order number. If the parcel has not yet been collected by the courier, the order will be cancelled and the amount refunded. If the parcel has already been collected, a refund cannot be issued.
In such cases, we recommend that you give us a call.
If the calculator does not display any results, the parameters you have entered (weight, dimensions or destination) may exceed the available limits. Please try dividing the load into several parcels or contact us to check the available options.
To book a delivery, you need to know the exact weight and dimensions of the already-packed parcel. Weigh the parcel on a set of scales and measure it accurately length, width and height, including packaging.
⚠️ Do not use estimated weights or measurements. Incorrect data may cause price differences, adjustments to delivery charges or problems during transit.
💡 Tip: Always weigh and measure the parcel after completing the packing, just before booking
This is an optional field that is useful for e-commerce sites and businesses wishing to link a shipment to an internal order number. For private individuals, it can be left blank.
🚚 Home collection
Yes, always. All shipments booked on SpedizioneComoda.com include collection from your home (or office) by the courier on the date of your choice. You don’t have to take the parcel anywhere.
Express couriers generally operate from 8.00 am to 6.00 pm on working days. It is not possible to book a specific time — the courier manages their collection rounds in the area independently. If you have any special requirements (e.g. only available in the morning), you can indicate this in the ‘notes’ field on your order.
Not necessarily. In most cases, the courier is not required to give prior notice by telephone before collection or delivery. That is why it is important that someone is present at the specified address during the scheduled time slot.
📱 Enter it anyway a valid telephone number: the courier may use it if necessary, but telephone contact is not guaranteed.
Not necessarily. Any individual who is able to hand the parcel over to the courier at the specified address may be present. If no one is there, the courier may not be able to collect the parcel.
If the courier cannot find anyone to hand over the parcel to, it may not be possible to complete the collection. In this case, please contact the courier or our team to arrange another attempt. Please check the terms and conditions of your specific courier — some allow you to reschedule the collection, whilst others charge an additional fee.
Please contact us as soon as possible via contact form o WhatsApp along with the order number. If the collection has not yet taken place, we will try to change the date. This cannot be guaranteed in all cases — it depends on the lead times and the courier.
The parcel must be ready, packed and accessible to the courier at the specified collection address. If you live in a block of flats, please ensure that someone is available to open the main door, or leave the parcel at the reception desk with clear instructions.
Express couriers are required to collect parcels from the ground floor or an accessible floor. For upper floors without a lift, the parcel should be taken to the ground floor before the courier arrives. For very heavy items, please check the terms of service with the relevant courier.
It depends on the time you book and the courier. If you book by mid-morning, some couriers may be able to collect your parcel on the same day. Check availability using the calculator — the available dates are shown based on your area.
This is an optional field that is useful for e-commerce sites and businesses wishing to link a shipment to an internal order number. For private individuals, it can be left blank.
📦 Delivery and tracking
Delivery times depend on the destination and the service chosen. In Italy with express delivery: 24–48 working hours for the mainland, 48–72 hours for Sicily and Sardinia. For Europe: 1–5 working days depending on the country. The exact delivery times are shown in the calculator before you book.
You will receive the tracking link by email immediately after payment. By clicking on the link, you can track your parcel in real time. You can also enter the tracking number directly on the courier’s website (DHL, UPS or FedEx).
If the recipient is not at home, the courier may make a further attempt at delivery or leave the parcel in stock, in accordance with the procedures set out by the service used.
⚠️ The courier does not always leave a physical or digital delivery notice. It is therefore important to check the parcel tracking to check for any attempted deliveries, stock levels or instructions for rescheduling the delivery.
👉 For more information, see the guide: What to do if your parcel hasn’t been delivered.
No, The courier does not usually ring before delivery and telephone contact cannot be guaranteed. It is therefore important to monitor the parcel tracking to check the delivery status.
📱 Do enter a the recipient’s valid telephone number, which the courier may use if necessary.
Please contact us as soon as possible. If the parcel has not yet been dispatched, we can check whether it is possible to change the delivery address. Once the parcel is in transit, any changes will depend on the courier and may not be possible or may incur an additional charge.
Yes, during transit there may be periods of 24–48 hours without updates, particularly at weekends or on public holidays. If the tracking has not updated for more than 5 working days, please contact us or raise an enquiry on the courier’s website.
🎁 Packaging and contents
The parcel must be sturdy, securely sealed on all sides and suitable for its contents. Use sturdy cardboard boxes, pad them with bubble wrap or kraft paper, and seal them with wide packing tape. For the full guide: how to pack a parcel.
Yes, provided it is packed correctly. Each fragile item must be wrapped individually in bubble wrap (at least 3 layers), with 5 cm of padding on all sides between the item and the box. Affix ‘FRAGILE’ labels to all sides. The courier is not liable for damage caused by inadequate packaging.
Yes. Enter the number of parcels and the dimensions of each one into the calculator. The parcels must not be tied together — each parcel will receive its own label.
Certain items are prohibited or subject to restrictions (damaged lithium batteries, flammable liquids, cash, CITES-protected wildlife, drugs and others). The sender is responsible for the contents of the parcel. Full guide: Items prohibited from being posted.
Yes. Wrap each tyre individually in plastic or sturdy wrapping paper. If you are sending tyres only, divide them into two parcels, each containing two tyres, to comply with the size restrictions.
It does not necessarily have to be in a box, but it must be packed in such a way as to protect the contents and allow the label to be attached. An item wrapped only in paper or bubble wrap without a box may only be accepted if circumstances permit — this depends on the courier and the type of goods.
Formula: Length × Width × Height (in cm) ÷ 5,000 = volumetric weight in kg. The courier applies whichever is greater: the actual weight or the volumetric weight. Example: a box measuring 50 × 40 × 30 cm = 12 kg volumetric weight, even if it weighs only 3 kg in actual weight.
🌍 International shipping and customs
Yes, we deliver to over 200 countries worldwide. The calculator shows the available rates for each international destination. For the full guide: international shipments.
For the 27 countries of the European Union, no — no additional customs documentation is required. For non-EU countries (Switzerland, the UK post-Brexit, Norway, the USA, etc.), a pro forma invoice with a detailed description of the contents and the declared actual value.
Describe the contents accurately and in detail (e.g. “Wool jumper, 1 item, for personal use, value €45”). Never write “Gift”, “Surprise” or generic descriptions — these will cause delays at customs. Always state the actual value.
With SpedizioneComoda: any customs duties and import taxes are always payable by the recipient in the country of destination (DAP — Delivered At Place).
💡 It is important to inform the recipient before dispatch, as customs may require payment of any charges due before authorising the delivery of the parcel.
Customs may require additional documentation or the payment of duties. The courier will contact the sender or the recipient. If the documents are not provided in time, the parcel may be returned to the sender with return costs or, in extreme cases, seized or destroyed (customs duties will still be charged). For full details: Prohibited items and customs restrictions.
Yes. The UK is now outside the EU: a pro forma invoice, a customs declaration and — for commercial consignments — the sender’s EORI number are required. Allow 1–2 days for HMRC customs clearance. Full guide: send a parcel to England.
⚠️ Complaints and refunds
First of all, take a photo of the parcel from the outside before opening it, then take a photo of the damaged contents. DO NOT throw away the original packaging. Please contact us within 24–48 hours of receipt, providing the photos and tracking number. For the full guide: non-delivery and complaints.
Go to spedizionecomoda.com/reclamo/ and fill in the form with the tracking number, a description of the problem and attached photos. Our team will handle all communication with the courier on your behalf.
Report any damage, missing items or problems with the delivery as soon as possible. If a parcel is delivered damaged, it is advisable to report it on the day of delivery, keeping the packaging, contents and label, and taking clear photographs of the damage.
👉 Reporting the issue promptly makes it easier to investigate and, if necessary, open a complaint file.
Coverage and reimbursement terms depend on the service and the insurance policy chosen. For high-value goods, you can add supplementary insurance cover, where available, at the time of booking.
💡 Always indicate the real value of the goods and keep the invoice, receipt or any other documentation proving its value. In the event of damage or loss, please report the issue as soon as possible and provide all the necessary documentation.
If your parcel takes longer than the maximum estimated delivery time, please contact us or raise an enquiry on the courier’s website. If the parcel is officially declared lost, you are entitled to a refund up to the limit of the insurance cover. The time taken to resolve a claim varies between 10 and 30 working days, depending on the courier.
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