With Christmas rapidly approaching, parcel delivery companies often hear two main questions from their customers: “Where is my parcel?” and “When will it arrive?”. With 10 years of experience in customer service, Agnieška Šimkevič addresses the most common questions from customers and offers helpful tips to ensure you can enjoy both your parcels and the Christmas season.
The collection process is now quicker and more streamlined
According to Šimkevič, Venipak’s head of customer service in Lithuania, the period from mid-November through Christmas is the peak season, with a significant surge in parcel volumes, resulting in some necessary adjustments.
“Many people are eager to get ready for the upcoming holiday season and handle their present preparations in advance. With the surge in parcel orders, parcel locker storage times are temporarily shortened due to the increased volume and the habits of parcel recipients. Long-term collection statistics reveal a clear trend: people have grown accustomed to using parcel lockers, which has led to the majority of recipients picking up their parcels quickly – usually within the first or second day after delivery. And the sooner the compartments become available, the more parcels we can deliver to the recipients eagerly awaiting their deliveries.”
Šimkevič has noted that parcel lockers are becoming an increasingly popular delivery option, not only in Lithuania but across all the Baltic States. In fact, the number of compartments in Venipak parcel lockers in Lithuania alone has increased by 70% this year, and during the Christmas season, deliveries experience an even greater increase, necessitating additional capacity.
“We’ve observed that certain parcel locker locations, particularly those near major shopping or business centres, are in much higher demand. As a result, we’ve prioritised expanding existing parcel lockers in these areas or installing new ones to meet the demand. However, as the festive season approaches and parcel lockers fill up, we strive to deliver packages to recipients as quickly as possible, using their preferred method. In cases where the desired-sized compartment is unavailable, we ensure prompt delivery by redirecting the parcel to the nearest alternative locker. To maximise our capacity during the busy season, we expand our courier team, adding extra shifts in the evenings and on weekends,” Šimkevič explains.
Delivery begins as soon as the parcel is handed over to the courier
As Christmas draws nearer, anticipation grows as everyone eagerly awaits their parcels, particularly for those last-minute Christmas presents. It’s, therefore, crucial to review the deadlines or stock availability provided by the e-seller before placing an order.
“If the system shows that the parcel is with the sender, there’s no way to expedite the process, as it depends entirely on when the sender processes the order, packs the parcel, and hands it over to our courier. The recipient can easily track the parcel’s location using the consignment number. Once the parcel arrives at the terminal, it typically reaches the recipient by the next business day,” says A. Šimkevič.
What if the delivery fails?
“We always recommend that customers carefully read their SMS and collect their parcel from the parcel locker within the designated time frame, which is three calendar days during the festive season. If you’re unavailable, we recommend asking friends or family to assist with collecting your parcel,” advises A. Šimkevič.
If the parcel is not picked up from the parcel locker within the specified time, it will be returned to the sender, typically the e-shop from which it was ordered.
Sometimes, customers opt for home delivery, only for the courier to find no one at home when they arrive at the scheduled time. According to the customer service specialist, all parcel companies provide customers with advance notice of the courier’s estimated arrival time at the address.
“If no one is home, we make another attempt to deliver the parcel. If we’re still unable to deliver, the parcel is returned to the sender. If the recipient knows they won’t be home when the courier arrives and wants to accept the parcel the next day, we always advise them to contact customer service right away to inform us. Alternatively, if the parcel fits the dimensions of a parcel locker, the courier can place it in the nearest parcel locker with an available compartment of the appropriate size,” says A. Šimkevič.
If the delivery is only partially successful because the parcel arrived damaged, you should take a photo of the package and notify the sender right away.
Key tips to ensure your parcels arrive on time
As the most wonderful time of the year approaches, the customer service specialist recommends providing your details accurately: your Lithuanian phone number, email address, and, if you’re receiving a home delivery, your precise address and postcode.
When shopping online, Šimkevič advises paying close attention to the delivery times provided by the sender: “Online stores typically provide either an estimated delivery date or a timeframe indicating how many days it will take to ship the parcel. This is important to keep in mind. It’s also crucial to carefully read the messages sent by parcel companies. Often, out of habit, we head to the parcel locker where we typically pick up our parcels, only to find that the parcel is waiting at a different location.”
It’s important to read the messages in full, as parcel companies always include a deadline by which the parcel will be stored.
If you want to focus on the excitement of Christmas rather than waiting for a parcel during the festive season, A. Šimkevič recommends ensuring you purchase your presents well in advance. While parcel companies commit to delivering parcels before the holidays and provide deadlines for when the sender must hand over the parcel to ensure it arrives by Christmas, it’s always best to choose and order your presents as early as possible.
