Terms & Conditions

These Terms and Conditions (“T&C”) govern the parcel forwarding services offered by ItalParcel (“ItalParcel”).

The T&C apply to requests, orders and instructions submitted via the website/form, e-mail, WhatsApp and/or any other channels indicated by ItalParcel.

Customer: natural or legal person who requests/uses the service.

Business Day: working day in Italy (Monday to Friday), excluding Saturdays, Sundays and Italian national holidays.

Parcel/Package: any shipment received or collected by ItalParcel.

Shipping Broker: third-party platform through which ItalParcel purchases the shipment.

Carrier: the operator that physically performs the transport.

Hand-over to the Carrier: the moment at which the tracking confirms collection/acceptance of the parcel by the carrier.

Hold (Suspension): temporary suspension of processing (e.g. checks, missing documents, non-payment).

Consumer: a natural person acting for purposes outside any business, commercial, craft or professional activity carried out, as defined under applicable consumer-protection legislation.

Consideration: the fee due to ItalParcel for handling one parcel (receipt/collection, opening, repackaging, transitory handling and preparation for forwarding); it is distinct from the shipping cost charged by the carrier.

Advance: the sum of €10 paid by the Customer to activate the Service, on account of the Consideration, governed by Article 3.2.

ItalParcel is an Italian undertaking offering a parcel forwarding service.

For the purposes of these T&C, the Parcel Forwarding Service consists of all activities required to enable the Customer to have parcels delivered to ItalParcel as the receiving and transit address, and/or to pickup points/lockers previously authorised and indicated by ItalParcel, with subsequent transitory handling (including ancillary processing requested by the Customer) and forwarding to the destination indicated by the Customer.

ItalParcel is not a party to the sale-and-purchase relationships between the Customer and third-party sellers/senders.

The acceptance of parcels is exclusively aimed at their immediate forwarding and does not constitute, in any way, a warehousing, storage or safekeeping service. ItalParcel assumes no obligation to keep, retain or maintain parcels beyond the time strictly necessary to perform the forwarding upon receipt of the Customer's complete instructions, payments and documents.

The transport is performed by third-party carriers and/or through shipping brokers. ItalParcel does not act as a carrier: performance of the Service is deemed completed upon hand-over of the parcel to the carrier.

The Service does not include the appraisal or authentication of goods, functional tests or certifications, nor does it entail any warranty as to the outcome of inspections or customs procedures, which depend on third parties and/or competent authorities; the operational procedures and obligations of the parties are governed by the following Sections (Phases set out in Articles 3–6).

The Customer requests the Service by filling in the form available on the website (or through any other channel indicated by ItalParcel), indicating the destination and describing the goods intended for forwarding, together with the contact details and operational instructions necessary for the Service. On the basis of that information, ItalParcel sends the Customer an initial estimate of the ItalParcel consideration and of the shipping cost. This estimate is based exclusively on the information declared by the Customer; it is indicative and non-binding, and is confirmed only upon actual receipt of the parcel pursuant to Articles 3.9 and 5.2. ItalParcel may decline to receive certain goods or to serve certain destinations; in such case it informs the Customer before any payment is made. If the Customer accepts the initial estimate, the Customer pays the initial advance under Article 3.2, whereupon ItalParcel provides the Italian receiving address and any operational notes.

To activate the Service, the Customer pays in advance an initial advance of €10, on account of the ItalParcel consideration. ItalParcel applies this advance as set out below.

(a) Where the Service proceeds normally, the €10 advance is set off against the ItalParcel consideration due for the first parcel actually taken in charge (Phase 2), thereby reducing the amount payable by the Customer at the final quote.

(b) Where the forwarding cannot be performed or does not proceed for reasons attributable to the Customer or for the circumstances governed by Articles 3.7 and 4.5 (including, where possible, the return to the last known sender), ItalParcel is entitled to retain the €10 advance against the consideration already accrued for the activities performed (Article 4.1) and the handling, return or disposal costs incurred; no refund is due. Should such costs exceed €10, the difference shall remain owed by the Customer.

ItalParcel reserves the right to accept or refuse the Service request before receipt of the parcels, on justified grounds, by giving notice to the Customer. By way of example, justified grounds include:

(a) prohibited or restricted goods, including restrictions imposed by the carrier/broker or by the country of destination; (b) goods of particular fragility, delicacy or value for which adequate handling/logistics for forwarding cannot be reasonably ensured; (c) weight, dimensions or characteristics incompatible with operational limits or with the carrier's/broker's availability; (d) insufficient data, documents or instructions; (e) suspicion of unlawfulness or counterfeiting.

Refusal may not be exercised on discriminatory or unlawful grounds.

The Customer warrants that the name, address, contact details and instructions provided are true, correct, complete and updated. Any errors or omissions causing delays, blocks, returns, suspensions or additional costs shall remain at the Customer's expense.

The Customer undertakes to have parcels shipped under the full name consistent with that indicated in the initial form and with ItalParcel's instructions. In the case of an incorrect, incomplete or modified name without prior notice, ItalParcel may not be able to match the parcel to the Customer; in such case, the Customer shall promptly provide all useful information for identification (by way of example: tracking, sender, shipping/delivery date, order references, any pickup codes).

(a) Scope and authorised locations. The Customer may have parcels delivered to pickup points or automated lockers (e.g. InPost, Amazon Hub, Poste Locker, carriers' pickup points), provided that the specific location has been previously selected and agreed between the Customer and ItalParcel. ItalParcel will communicate to the Customer the addresses of pickup points/lockers available for the Service.

(b) Authorisation to collect on behalf of the Customer. By accepting these T&C and using the option of collection at a pickup point/locker, the Customer expressly authorises ItalParcel to collect parcels at the agreed pickup point/locker on behalf of the Customer, using the access credentials (QR code, PIN, OTP, pickup code or equivalent) provided by the Customer. The Customer warrants that such authorisation is permitted under the terms of service of the relevant pickup point/locker operator and that no obligation of strictly personal collection applies.

(c) Communication of access credentials within 24 working hours. The Customer undertakes to forward to ItalParcel the access credentials (QR code, PIN, OTP, pickup code or equivalent) and any related notifications within 24 working hours from the moment the parcel is made available for collection by the pickup point/locker operator (e.g. from the time of the operator's notification to the Customer). The Customer acknowledges that pickup points and lockers apply strict maximum holding times; accordingly, late communication of credentials may render collection impossible.

(d) Right to refuse collection at non-agreed locations. ItalParcel reserves the right to refuse collection of any parcel delivered to a pickup point or locker that does not correspond to the location agreed with the Customer — including the case in which the agreed destination was ItalParcel's standard receiving address and the parcel has nevertheless been delivered to a pickup point or locker. Such refusal does not constitute a breach by ItalParcel. In such cases, all consequences — including automatic returns to the sender, removal costs, transfers to partner hubs, redelivery charges and any disposal costs — shall remain entirely at the Customer's expense, and Article 4.5 shall apply.

(e) Customer's responsibility for codes and timing. Without prejudice to the foregoing, the Customer is solely responsible for: (i) the accuracy and validity of the credentials provided; (ii) timely communication thereof pursuant to point (c); (iii) all costs and consequences arising from incorrect, expired, invalid or late-communicated credentials, including automatic returns to the sender, transfers to partner hubs, redelivery fees and operator charges.

(f) Taking charge of locker parcels. ItalParcel takes charge of the parcel only upon actual physical collection at the pickup point/locker. Any losses, theft, damage, tampering or unavailability occurring at the pickup point/locker before physical collection by ItalParcel falls outside ItalParcel's liability and shall be handled by the Customer directly with the seller, the sender or the pickup point/locker operator.

The Customer undertakes not to have ItalParcel receive prohibited or restricted goods, including those imposed by carriers/brokers and by transit/destination countries, nor counterfeit or otherwise unlawful goods. ItalParcel may refuse the handling/forwarding of goods falling within the said categories or presenting risk factors.

The list of prohibited and restricted goods is set forth on the Prohibited items page available on ItalParcel's website, which forms an integral part of these T&C and is hereby incorporated by reference. The Customer declares having reviewed and accepted it before activation of the Service.

(a) Extra-EU shipments (export): the Customer shall provide complete and truthful customs data, including at least a precise description of the goods, quantity, value, reason for export and any required document. Where applicable, the Customer shall further provide the country of origin and any additional elements necessary for classification. ItalParcel prepares/completes the documentation on the basis of the data provided by the Customer; the Customer remains responsible for the accuracy and verifiability of the information provided. ItalParcel may request evidence of value (e.g. receipts, order confirmations, proof of payment) in case of inconsistencies or requests from carriers/brokers/authorities. The Customer further warrants that the goods are freely exportable and not subject to export prohibitions or restrictions and/or to licences, authorisations or obligations not previously obtained or fulfilled.

(b) Inbound parcels from extra-EU countries (import into Italy): the Customer shall give prior notice if a parcel originates from a non-EU country and may generate customs charges in Italy. ItalParcel is not required to advance customs clearance/delivery charges and may refuse to collect or receive the parcel where such charges have not been communicated and accepted in advance.

Any estimate provided before receipt is based exclusively on the descriptions and data declared by the Customer (e.g. “a t-shirt”, “around 1 kg”) and is therefore indicative and non-binding. The actual cost depends on the final weight and dimensions (including volumetric weight), the destination, the requested services and the conditions applied by brokers/carriers. ItalParcel is not liable for any difference between the estimate and the actual cost where such difference results from weight, dimensions or characteristics differing from those declared by the Customer.

The Customer warrants that: (i) the goods sent to ItalParcel are lawful, of legitimate origin, non-counterfeit, not subject to undisclosed restrictions, and freely exportable from Italy and importable into the country of destination; (ii) all information, descriptions, values and documents provided are true, accurate and complete; (iii) the Customer holds all rights and authorisations necessary for the shipment of the goods.

The Customer undertakes to indemnify, defend and hold harmless ItalParcel, its representatives and personnel from and against any damage, loss, fine, penalty, seizure, cost (including reasonable legal expenses) and third-party claims arising from or in connection with: (a) breach of the warranties set forth above; (b) the shipment of prohibited, restricted, counterfeit or unlawful goods; (c) untruthful or incomplete declarations made to ItalParcel, carriers, brokers or authorities; (d) the Customer's failure to provide the requested information or documents.

Third parties include, by way of example, trade-mark owners, carriers, brokers, customs authorities and other public authorities. This obligation shall survive termination of the Service.

The ItalParcel consideration remunerates the receipt/collection of the parcel, the opening and repackaging activities, the transitory handling and the preparation for forwarding, and accrues upon taking in charge, irrespective of the successful outcome of the forwarding. The €10 initial advance referred to in Article 3.2 is set off against the consideration due for the first parcel actually taken in charge.

By accepting these T&C, the Customer expressly authorises ItalParcel to open, inspect and document the contents of every parcel received, since such activity is essential to the forwarding service and the parcels handled by ItalParcel do not constitute private correspondence.

On the basis of such authorisation, ItalParcel opens all parcels and handles the contents for the activities necessary to the service (by way of example: repackaging, consolidation, preparation for shipping).

In the presence of anomalies or reasonable suspicion (by way of example: prohibited or restricted goods, counterfeiting, unlawfulness, untruthful or inconsistent declarations), ItalParcel may carry out further checks on the contents and request from the Customer information, instructions and supporting documentation (e.g. proof of purchase, proof of payment, documents of legitimate origin and, where available, documents supporting authenticity), without performing any authentication, appraisal or certification activity of any kind.

Should ItalParcel detect or have reasonable grounds to suspect the presence of unlawful, counterfeit, dangerous or prohibited goods, ItalParcel reserves the right to: (i) immediately suspend processing; (ii) retain the parcel and its contents pending clarifications or transfer to the authorities; (iii) report and cooperate with the competent authorities (law enforcement, customs, trade-mark owners, security teams of carriers or brokers), providing them with any information and documentation in its possession. ItalParcel shall not be liable to the Customer for any consequence of such reporting and cooperation, and the Customer waives any claim in this respect.

At the Customer's request, ItalParcel may provide up to 3 high-resolution photos of the contents for documentary purposes.

In the event of requests under Article 4.2, or of missing data, documents, instructions, authorisations or payments, ItalParcel may suspend processing until receipt of what was requested, including any additional fees/considerations, ancillary services or shipping costs.

This Article applies in the cases governed by Articles 3.7 and 3.8, as well as in the case of an unidentifiable parcel, lack of cooperation or non-response by the Customer (e.g. payment, shipping authorisation, data or documents). In such cases, ItalParcel may refuse the shipment and, where possible, return the parcel to the last known sender. Where return is not feasible, ItalParcel may request from the Customer a suitable alternative address; failing that, ItalParcel shall, as a last resort, take the measures permitted by law, including disposal through authorised operators or other lawful destination, with all costs to be borne by the Customer.

Before proceeding, ItalParcel will send to the contact details provided by the Customer: (a) two e-mail reminders; (b) one reminder via SMS and/or WhatsApp.

(a) ItalParcel fees/considerations: due for each parcel received/collected and taken in charge; the amounts and brackets are set forth in the price list, the form or ItalParcel's communications, without prejudice to the provisions of Article 3.2 on the €10 initial advance.

(b) Shipping cost (carrier/broker): distinct from ItalParcel's considerations; determined and communicated to the Customer based on the destination, the final weight and dimensions of the parcel (including, where applicable, volumetric weight) and the conditions applied by the carriers/brokers.

For the purpose of calculating the ItalParcel consideration, “one parcel” means a single shipment received by ItalParcel that complies with both of the following parameters: (i) total weight not exceeding 5 kg; (ii) dimensions not exceeding 60 × 40 × 40 cm. Where a single parcel exceeds even just one of these parameters without prior notice by the Customer, ItalParcel may apply an increased handling fee of €15. The parameters in this Article refer exclusively to inbound parcels received and do not affect the outbound shipping costs applied by the carrier, which are determined separately pursuant to Article 5.1(b).

Upon receipt, ItalParcel verifies the actual weight and dimensions of the parcel; any resulting surcharge under this Article is included in the final quote referred to in Article 5.4, which the Customer may accept or reject within the term indicated in Article 7.1. In case of refusal, ItalParcel may proceed pursuant to Article 4.5 (return to sender at the Customer's expense or, where return is not feasible, application of the abandonment procedure).

(a) Published rates. The rates published on ItalParcel's website apply to single, standardised parcels, within the quantity, weight and dimensional thresholds indicated in the published price list. Within such thresholds, the published rates are binding and applicable to the Customer.

(b) Individually negotiated prices. For quantities, weights, dimensions, frequencies or service configurations exceeding the thresholds indicated in the published price list — as expressly specified in the price list itself — the economic terms are agreed individually between ItalParcel and the Customer through written communications (e-mail, WhatsApp or any other channel indicated by ItalParcel), based on parameters such as volumes, frequency, consolidation, type of goods and ancillary services requested. Such individually agreed terms form an integral part of the contractual relationship between the Parties and prevail, for the individual Customer, over the published rates.

(c) Updates. ItalParcel may update the published rates at any time. Updates apply to parcels taken in charge after publication of the new rates and do not affect parcels already taken in charge under the previous conditions. Individually agreed terms remain valid for the duration agreed between the Parties.

Once the parcel has been taken in charge and prepared (by way of example: repackaging and/or consolidation), ItalParcel communicates to the Customer the final quote inclusive of shipping costs and any ancillary services requested. The shipment is booked and the parcel is handed over to the carrier only upon acceptance of the quote and full payment of the amounts due (including any adjustments to considerations/services and shipping costs).

In the event of non-payment and/or lack of shipping authorisation, ItalParcel may suspend performance and place the case on hold pursuant to Article 4.4. Should the absence of payment or authorisation persist, Articles 3.2(b) and 4.5 shall apply. The considerations accrued for the activities already performed remain due.

For extra-EU shipments, ItalParcel acts as exporter and prepares the customs documentation on the basis of the data and documents provided by the Customer pursuant to Article 3.8(a). The Customer remains responsible for the accuracy and verifiability of such data and shall provide any further documentation requested by ItalParcel, the broker, the carrier and/or the competent authorities.

At the time of activation, the Customer may declare the value of the goods and must be able to evidence it (invoice, proof of purchase or equivalent document).

This declared and evidenced value is relevant solely for the purposes of the limit of liability under Article 7.3. It does not bind ItalParcel as to the actual value of the goods and does not entitle the Customer to any reimbursement beyond that limit.

ItalParcel does not appraise, authenticate or certify the value of the goods; the figure declared by the Customer is used only as the ceiling referred to in Article 7.3. In any event, the shipment travels with the carrier's minimum liability provided by applicable law, without prejudice to Articles 6.3 and 7.3.

From the moment the tracking confirms collection/acceptance of the parcel by the carrier (hand-over to the carrier), the transport, delivery, checks, any customs clearance procedures and the collection of duties/charges depend on the carrier/broker and their respective procedures; ItalParcel cannot influence such timings nor guarantee the outcome.

(a) Accepted methods. Payments to ItalParcel may be made via: (i) bank transfer (SEPA, including SEPA Instant); (ii) payment link sent by ItalParcel to the Customer, allowing payment by card (credit, debit, prepaid), Apple Pay, Google Pay, Revolut Pay and instant transfer.

(b) Currency and bank charges. All amounts are expressed and payable in Euros (€). Bank fees, currency conversion costs and intermediation fees applied by the Customer's bank or payment provider are at the Customer's expense; the amount actually received by ItalParcel must correspond to the amount due, net of any deductions.

(c) Payment terms. Save where otherwise agreed in writing, the Customer shall pay the amounts due (ItalParcel considerations net of the €10 initial advance, shipping costs and any ancillary charges) within 3 Business Days of receipt of the relevant invoice or payment request. Failure to pay within such term entitles ItalParcel to place the case on hold pursuant to Article 4.4 and, where applicable, to apply Article 4.5.

(d) Chargeback and payment disputes. The Customer undertakes not to initiate chargeback procedures, payment disputes or unauthorised reversals of payments made to ItalParcel for services duly performed or in the course of being performed. Any unjustified chargeback constitutes a breach of these T&C.

In such case, ItalParcel is entitled to: (i) suspend any service in progress and refuse future services to the Customer; (ii) recover from the Customer the disputed amount, the chargeback fees applied by the payment provider and any related cost, including legal expenses; (iii) submit to the payment provider, the issuing bank and any competent authority the documentation evidencing the Customer's acceptance of the T&C, the services rendered and the amounts due — including timestamped acceptance records, communications, tracking data and proof of hand-over to the carrier. The Customer expressly authorises such transmission of data for the purpose of contesting the chargeback.

ItalParcel provides informational assistance on tracking and, where possible, support in operational communications. Inspections, suspensions, blocks or requests for information from carriers/brokers/authorities are not under ItalParcel's control; external events (e.g. strikes, weather conditions, holidays, controls) may cause delays or routing changes.

Duties, VAT, import/customs-clearance charges and other charges applied in the country of destination are at the recipient's/Customer's expense.

ItalParcel performs repackaging and protection activities with professional diligence, applying the packaging guidelines of the carrier used for the specific shipment and, where necessary, adapting the protections to the nature of the goods.

The Customer acknowledges that, once hand-over to the carrier has occurred, any damage occurring during transport must be contested in accordance with the carrier's rules. It is understood that, if the damage is attributable to the carrier's conduct during transport, liability rests with the carrier; if, on the other hand, the damage is causally attributable to inadequate packaging performed by ItalParcel, liability rests with ItalParcel within the limits of the law.

ItalParcel does not open claims automatically. Where a parcel is lost in transit, the Customer must request ItalParcel in writing (e-mail, SMS or WhatsApp), without undue delay and in any case within 24 working hours from the moment the Customer became, or ought to have become, aware of the loss (for example, upon the carrier's notification, or upon non-delivery by the expected date with no further tracking updates), to open or assist with a claim before the carrier. Carriers' deadlines for loss claims are particularly short; delays by the Customer may result in forfeiture of the right to compensation. ItalParcel is not liable for forfeitures or rejections caused by a late or incomplete request.

With the request, the Customer provides: invoice, receipt or other evidence of the value of the contents; the shipment tracking reference, where not already in ItalParcel's possession; any communications with the recipient evidencing non-receipt; any further document required by the carrier. Late or incomplete documentation may result in rejection of the claim.

Any compensation obtainable from the carrier is subject to the carrier's limits and conditions. ItalParcel's own liability, where applicable, remains limited as set out in Article 7.3.

For shipping and the management of claims, the terms and conditions of the carrier applied to the specific shipment shall also apply. In case of conflict, for the purposes of claims, the conditions of the carrier shall prevail.

The specific carrier applied to each shipment is communicated to the Customer in the final quote pursuant to Article 5.4. The Customer may consult the carrier's terms and conditions and claim procedures on the carrier's official website.

Should the carrier/broker/authorities request additional information, or should ItalParcel request instructions, payments or documents from the Customer, the Customer undertakes to respond within 36 working hours from the request sent through the channels indicated by ItalParcel. Such response term may be extended by ItalParcel at its discretion in case of public holidays in the Customer's country or documented impediments communicated by the Customer in advance. In the absence of a useful response within the applicable term, ItalParcel may apply Article 4.4 (hold) and, where the conditions are met, Article 4.5.

In any case, ItalParcel shall not be liable for: (a) loss of profit; (b) loss of business opportunities; (c) any other indirect, consequential, special or punitive damage; (d) loss of data; even if such damages were foreshadowed or foreseeable.

Without prejudice to mandatory provisions of law, and save in cases of wilful misconduct or gross negligence, ItalParcel's overall liability, on any basis whatsoever and for any cause connected with a single parcel for which ItalParcel is responsible, shall in no case exceed the lower of the two amounts set out in points (a) and (b) below: (a) the value of the goods declared by the Customer at the time of activation; and (b) the value evidenced by the Customer by means of an invoice or other suitable proof of value.

The Customer bears the burden of proving the value of the goods. Where no value has been declared and evidenced, ItalParcel's liability shall not exceed the ItalParcel consideration paid for that parcel. This limit does not concern loss or damage occurring during carriage, for which the carrier is liable in accordance with Articles 5.8 and 6.3.

The limitations set forth in this Article apply to the maximum extent permitted by applicable law. Nothing in this Article limits ItalParcel's liability for willful misconduct or gross negligence, nor any liability that cannot be limited under the mandatory legislation applicable to the Customer where the latter qualifies as a consumer.

These T&C and the Service are governed by Italian law, without prejudice to the mandatory consumer-protection rules in force in the country of residence of the Customer where the latter qualifies as a consumer.

For any dispute arising from or connected with these T&C, the Court of Trento shall have exclusive jurisdiction. Where the Customer qualifies as a consumer, the mandatory rules on the jurisdiction of the consumer's forum in the consumer's country of residence apply.

ItalParcel shall not be liable for delays or non-performance caused by events beyond its reasonable control, including, by way of example and not exhaustively, strikes, lockouts, weather events, pandemics, governmental measures, customs suspensions, carrier disruptions, IT outages, embargoes and acts of public authorities.

ItalParcel may amend these T&C at any time by publishing the updated version on its website and giving notice to active Customers via e-mail, WhatsApp or SMS with at least 15 working days' prior notice before the amendment takes effect. Continued use of the Service after such term constitutes acceptance.

These T&C are drafted in Italian and English. In case of discrepancy or conflict between the two versions, the Italian version shall prevail.

The processing of personal data is governed by the Privacy Policy published on ItalParcel's website, which forms an integral part of these T&C and is hereby incorporated by reference. The Customer declares having reviewed and accepted the Privacy Policy before activation of the Service.

Acceptance occurs online through two separate check-boxes: (i) acceptance of the General Terms and Conditions and the Privacy Policy; (ii) specific approval, pursuant to Articles 1341 and 1342 of the Italian Civil Code, of clauses 3.2(b), 3.10, 4.5, 5.9, 7.3 and 8.2.