📬 Detailed Guide to Shipping with Correos Express

❓ How many delivery attempts does Correos Express make?

👉 Correos Express makes a maximum of two delivery attempts per shipment.

⏳ What is the delivery timeframe?

👉 Once the parcel has been dispatched, the delivery timeframe (for the first attempt) is 24 to 48 working hours.

📧 Is the customer notified of the shipment status?

👉 Yes. Once the shipment is in transit, the recipient receives a notification via email or SMS. This notification includes the estimated delivery day and time slot.

📞 Does the delivery driver call the customer before delivery?

👉 The standard service does not include telephone calls by the driver before making the delivery.

Exception: If the recipient is absent or refuses the parcel on the first delivery attempt, the Correos Express local depot will make a telephone call to coordinate the second delivery attempt.

💰Is it possible to modify the refund amount for an order in transit?

Yes, it is possible to adjust the refund amount for a shipment, provided that the following logistical requirements are met:

• Delivery attempts: The package must have had a maximum of one delivery attempt made.
• Shipment status: The goods must be stored at the courier's office (they cannot be in the process of being delivered).
• Billing period: The shipment must not have been processed within the current month.

How to request the change: To proceed with the modification, please contact our Customer Service team via our online chat.

🕑 Is it possible to request that the courier service makes deliveries at specific times?

Currently, scheduling deliveries at exact times is not possible. Deliveries are managed using time slots (Morning and Afternoon) to optimize operational efficiency. Even if a preference note indicating a specific time for the package delivery is included, compliance with this request is not guaranteed.

The delivery branches structure and execute package deliveries following the assigned logistics route for the day. Therefore, the validation of the delivery is done exclusively by time slot and not by a precise hour.

❓ I have submitted a solution request with an erroneous (or incorrect) delivery date. How can I manage its modification?

If you have registered a delivery request with an incorrect date, we ask that you follow the steps below:

Immediate Contact: Contact our Customer Support team as soon as possible via our online chat channel.

Our team will be responsible for directly managing the request to modify the delivery date with the courier company.

⚠️ Important Consideration

Please note that processing the modification of the delivery date will only be possible under the following condition:

Time Limit: The change request will not be viable if the uploaded solution is more than three (3) business hours old.

💳 What payment methods are accepted by Correos Express?

👉 The courier only accepts cash payment for Cash on Delivery (COD) shipments.

📅 Are deliveries made on Saturdays?

👉 Regular deliveries are carried out from Monday to Friday.

Saturday deliveries are only enabled during special campaigns or periods of high shipping volume.

🔄 What happens if my parcel is not sent out for delivery on the requested day for the second attempt?

👉 Occasionally, the parcel may not be assigned for delivery if the recipient has not answered the coordination phone call from the local depot.

To request a new delivery, it is essential that you contact our Customer Service team to arrange for the parcel to be included in the route for the next working day.

🔄 Once the shipment enters an incident status, does the courier company automatically put it out for delivery?

Cash on Delivery (COD) Shipments

• Reason: Recipient Absent
  The shipment will be automatically scheduled for delivery on the next business day.

• Other Reasons:
  It is essential for the sender or the recipient to formalize a solution to the incident for the continuation of the logistics process.

Prepaid Shipments

• Impossibility of Delivery on the First Attempt:
  After a first failed attempt, the courier service may proceed to reschedule the delivery or hold the package at a collection point (office, CityPaq, depot) without authorization from the sender so that the recipient can collect it.
   

As a general practice, it is highly recommended to register a solution for each type of incident to optimise management times.

⚠️ My customer states they have not received the parcel, but it has been marked as "Refused". What steps should I follow?

👉 The most common incident reason is "Refused". This can be due to various situations:

• The recipient actively rejected the receipt of the parcel.

• The recipient did not answer the doorbell or the driver's call.

• The recipient took more than five minutes to answer (the driver has a strict route with limited delivery times).

• The driver could not locate the exact address (e.g., buildings or premises with complex access), made a call on their own initiative, and the recipient did not answer.

📍Can my customer pick up the package at an office or collection point if they cannot receive it at their address?

For Cash on Delivery (COD) packages:

• ❌ It is not possible to pick them up at Post Offices (Oficinas de Correos) or Citypaq points.

• ✅ It is only possible to pick them up at the corresponding Correos Express Branch (Delegación de Correos Express).

For Prepaid packages:

• ✅ It is possible to pick up the package at Post Offices (Oficinas de Correos), Citypaq points, and Branches (Delegaciones).

To find the address of the available collection points, enter the recipient's zip code in the following link:

 https://www.correosexpress.es/es/herramientas/delegaciones-oficinas-citypaq/detalle

📍 The package was not delivered. It has been marked as refused by the delivery office. What should I do?

• Don't worry. If the recipient has confirmed that they want to receive the package, contact us via customer service to open a claim and request a third delivery attempt. To do this, you must provide us with evidence confirming that the recipient is waiting for their package.

IMPORTANT NOTE: For the second delivery attempt, the depot contacts the recipient by phone before sending the parcel out for delivery. If the recipient does not answer this call, the parcel will not go out for delivery.

If your customer has confirmed their availability for the second delivery attempt and an incident still arises, please contact our Customer Service team to obtain the necessary requirements and formally process a claim with the courier company.