Terms & Conditions

Customer: natural or legal person who requests/uses the service.
Business Day: working day in Italy (Mon–Fri), excluding 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, as defined under applicable consumer-protection legislation.

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 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.

To activate the Service, the Customer pays in advance an initial fee equal to the ItalParcel consideration for one parcel, as indicated in the form/price list.

(a) Where the Service proceeds normally, the initial fee is credited/set-off against the consideration due for the first parcel actually taken in charge (Phase 2).

(b) In the cases governed by Articles 3.7 and 4.5 (including, where possible, return to the last known sender), ItalParcel is authorised to retain and use the initial fee to cover handling costs; no refund is provided. Should the costs exceed the initial fee, the difference shall remain owed by the Customer.

ItalParcel may refuse the Service request before receipt of the parcels on justified grounds, including: (a) prohibited or restricted goods; (b) goods of particular fragility, delicacy or value; (c) weight/dimensions incompatible with operational limits; (d) insufficient data or instructions; (e) suspicion of unlawfulness or counterfeiting. Refusal cannot be discriminatory or unlawful.

(a) Pickup points / lockers (e.g. InPost, Amazon Hub, Poste Locker) must be previously selected and agreed with ItalParcel.

(b) By using this option, the Customer authorises ItalParcel to collect parcels on the Customer's behalf using the access credentials (QR, PIN, OTP, pickup code) provided.

(c) The Customer must forward credentials and related notifications within 24 hours of availability. Lockers apply strict maximum holding times (e.g. InPost: 7 calendar days).

(d) ItalParcel may refuse collection at non-agreed locations; all resulting costs (returns, hub transfers, redelivery, disposal) remain with the Customer, and Article 4.5 applies.

(e) The Customer is solely responsible for the accuracy and timely communication of credentials.

(f) ItalParcel takes charge of the parcel only upon actual physical collection. Loss, theft or damage at the pickup point/locker before collection is outside ItalParcel's liability.

(a) Extra-EU shipments (export): the Customer provides complete and truthful customs data — description, quantity, value, reason for export, country of origin where applicable — and evidence of value upon request. The Customer warrants the goods are freely exportable.

(b) Inbound parcels from non-EU countries: the Customer must give prior notice of customs charges in Italy. ItalParcel is not required to advance customs charges and may refuse the parcel where charges are not pre-accepted.

The Customer warrants that: (i) the goods are lawful, of legitimate origin, non-counterfeit, not subject to undisclosed restrictions, and freely exportable from Italy and importable in the destination country; (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.

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

This obligation survives termination of the Service.

The Customer expressly authorises ItalParcel to open, inspect and document the contents of every parcel received: parcels handled by ItalParcel do not constitute private correspondence.

On anomaly or reasonable suspicion (prohibited goods, counterfeiting, unlawful items, untruthful declarations), ItalParcel may carry out further checks and request supporting documentation (proof of purchase/payment, documents of legitimate origin) — without performing any authentication, appraisal or certification activity.

Where ItalParcel detects or reasonably suspects unlawful, counterfeit, dangerous or prohibited goods, it may (i) immediately suspend processing; (ii) retain the parcel pending clarifications or transfer to authorities; (iii) report and cooperate with competent authorities. ItalParcel is not liable for any consequence of such reporting and cooperation.

Applies in the cases governed by Articles 3.7 and 3.8, and in case of an unidentifiable parcel, lack of cooperation or non-response by the Customer (payment, shipping authorisation, data, 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 a suitable alternative address from the Customer; in its absence, ItalParcel shall, as a last resort, take the measures permitted by law, including disposal through authorised operators or other lawful destination — with all costs at the Customer's expense.

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: due for each parcel received/collected and taken in charge.

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

For the purpose of calculating the ItalParcel consideration, one parcel means a single shipment received by ItalParcel that complies with both: (i) total weight ≤ 5 kg; (ii) dimensions ≤ 60 × 40 × 40 cm. Exceeding either parameter entitles ItalParcel to apply the handling surcharges set forth in the published price list. Upon receipt, ItalParcel verifies the actual parcel against the base unit and communicates a revised quote where applicable.

(a) Published rates apply to single, standardised parcels within the thresholds indicated.

(b) For quantities/weights/frequencies above the published thresholds, economic terms are agreed individually in writing (e-mail, WhatsApp) and prevail over the published rates for that Customer.

(c) ItalParcel may update published rates at any time; updates apply to parcels taken in charge after publication and do not affect parcels already in charge under previous conditions.

On written request before shipment, ItalParcel may activate a loss-only coverage offered by the broker/carrier (e.g. Envia Seguro). Damage, partial shortages and delays are not covered. Requests after hand-over cannot be accommodated.

The Customer declares the value (Euros) and provides evidence (invoice, proof of purchase). Premium and VAT are calculated on the declared value and paid with the shipment balance. The declared value is the maximum reimbursement; deductibles, exclusions and broker/carrier settlement conditions apply. Certain categories may be excluded (electronics, used/collectible items, high unit value, products without origin documentation).

Without activated coverage, only the carrier's minimum statutory liability applies and Article 7.3 applies.

(a) Accepted methods: SEPA bank transfer (including SEPA Instant); payment link for card (credit, debit, prepaid), Apple Pay, Google Pay, Revolut Pay and instant transfer.

(b) Currency and bank charges: all amounts in Euros; bank fees, currency conversion and intermediation costs are at the Customer's expense.

(c) Payment terms: save where otherwise agreed in writing, payment is due within 3 Business Days of the invoice or payment request. Failure to pay entitles ItalParcel to apply Article 4.4 and, where applicable, Article 4.5.

(d) Chargeback and payment disputes:the Customer undertakes not to initiate chargeback procedures or unauthorised reversals for services duly performed or in the course of being performed. Any unjustified chargeback constitutes breach of these T&C and entitles ItalParcel to (i) suspend services; (ii) recover the disputed amount, chargeback fees and legal expenses; (iii) submit to the payment provider, issuing bank and competent authorities the documentation evidencing the Customer's acceptance — including timestamped acceptance records, communications, tracking data and proof of hand-over to the carrier.

ItalParcel does not open claims automatically. The Customer must request opening in writing (e-mail, SMS or WhatsApp) within 24 working hours of the carrier's loss notification, or of the expected-delivery date passing without tracking update. Broker/carrier deadlines may be short (e.g. Envia Seguro: 48 working hours); delays may forfeit reimbursement rights.

The Customer provides invoice or other proof of value, the tracking reference, recipient communications evidencing non-receipt, and any further documents required by the broker/carrier. Reimbursement is limited to the declared value under Article 5.7 and to broker/carrier conditions.

Without prejudice to mandatory provisions of law, ItalParcel's overall liability for any cause connected with a single parcel shall not exceed (a) the total amount paid by the Customer for the ItalParcel considerations relating to that parcel; or (b) the value declared by the Customer for insurance purposes, where lower.

Nothing in this Article limits ItalParcel's liability for willful misconduct or gross negligence, nor any liability that cannot be limited under mandatory legislation applicable to consumers.

Processing of personal data is governed by the Privacy Policy, which forms an integral part of these T&C.

Acceptance occurs online through two separate check-boxes:

1. Acceptance of the General Terms and Conditions and the Privacy Policy.
2. Specific approval, pursuant to arts. 1341 and 1342 of the Italian Civil Code, of clauses 3.2(b), 3.10, 4.5, 5.9 and 8.2.