FAQ

Most frequent questions and answers

You can reach the Smartmile team Monday to Friday from 9am to 5pm by phone +31 30 420 0 420 or email klantenservice@smartmile.eu

Please make sure you are at the right parcel machine. Also make sure the pickup time is not overdue. If the pickup code still doesn’t work, please contact Smartmile’s customer service tel. +31 30 420 0 420 (Mon-Fri 9am-5pm).

 The maximum size of parcels is 58,5 x 36 x 61 cm. Maximum weight is 31kg and the minimum weight is 25g.

The Smartmile team will contact you and figure out a way to deliver your package to you.

Please contact our customer service, provide the courier’s tracking number of the parcel and we will find it for you.

Contact Smartmile’s customer service if you wish to extend your storing time.

Our service team gets a notification every time a parcel machine goes into a maintenance mode and act on it immediately. Usually the situation is fixed remotely within 5-15 minutes and the parcel machine will be ready to use again.

The parcel machines are emptied at least once a day Monday through Friday. In urgent situations returns can also be done to other parcel machines or with other delivery services.

You can receive parcels with Smartmile from any online shop and any courier worldwide. However, you cannot receive parcels with COD (cash on delivery), age verification, dutiable deliveries from abroad or deliveries that need a verification of your identity.

Choose Smartmile as your preferred pickup point from the pickup point menu at the online store’s checkout. If a Smartmile location is close to you and our courier partners deliver from the online store, Smartmile is visible as a pick up location option.

You will receive a text message with a pickup code as soon as your parcel is ready to be picked up.

Contact Smartmile’s customer service to receive your code again.

Yes, you can also send your returns with Smartmile. Please note that your return label hast to be paid for (e.g. at the online store) and the maximum dimensions of a parcel cannot exceed 58,5 x 36 x 61 cm or a maximum weight of 31kg and the minimum weight is 25g. Make sure you have inserted the return ticket to your parcel, then choose return from the parcel machine’s touch screen and the choose the courier company who delivered your parcel in the first place. Type or scan your return code and the doors will open for you to insert your parcel. Sending parcels works in the exact same way.

Contact us we are happy to help!
Email: klantenservice@smartmile.eu
Phone: +31 30 420 0420

Once your parcel has been placed in the parcel machine and you have closed the door, you will receive an electronic receipt to your phone or email (whichever you have registered with DHL as your preference). We do not provide paper receipts.