F.A.Q.
Frequently asked questions
You can view the invoices in selfAWB only if you used this application in the last 30 days. The first step is to send your selfAWB username at facturare@fancourier.ro and you will receive a password (different from the log-in password) that will help you view the invoices in PDF, and the invoice annexes in PDF and Excel.
At the moment, you can only view those invoices issued based on the Service Agreement signed with FAN Courier; for information about the unpaid invoices feel free to contact us at recuperare.debite@fancourier.ro and we will provide you with all the information you need.
Yes, the invoices can be paid with cash to the courier. He will collect the value of the invoices and will issue you the receipt, only if the value does not exceed the amount of 5,000 lei/legal entity, respectively 10,000 lei/private person.
The invoices are issued bimonthly, on the 16th and 30th/31st of each month. All the details regarding the issue date and the type of invoicing agreed (Monthly/Bimonthly) are specified in the contract. If you need additional information, feel free to contact us at facturare@fancourier.ro.
In order to change the e-mail address for the electronic invoices, please feel free to send us a request at sales.bucuresti@fancourier.ro.
Of course. Please send us your request along with the AWB number or numbers for which you need the proof of delivery at customer@fancourier.ro and we will get back to you as soon as possible.
The request is sent via email to contcolector@fancourier.ro, accompanied by a copy of AWB / PackingList. There may be exceptional cases where the refund will be required to be made to the nearest FAN Courier office upon request.
The delivery address can be changed, but rerouting towards a new address is considered a new shipment with an average term of 24 hours. So, a rerouted shipment will not be delivered in the same day.
FAN Courier takes over a sealed parcel from the sender (the online shop) and delivers it to the consignee. So, FAN Courier is only responsible for the shipment transport, the content is not its responsibility. If there are discrepancies between the product you ordered and the one you received, we recommend you to contact the online shop from which you bought the product.
As we stated before, FAN Courier takes over a sealed parcel from the sender (the online shop) and delivers it to the consignee. The opening and the content checking of the parcel before confirmation and implicitly, before paying the cash on delivery or the shipment charge, are not allowed.
The exception is the Check On Delivery option, which offers you the opportunity to open and check the content of the received parcel, but without having the possibility to test the quality of the product inside.
The option is chargeable and can only be selected and paid by the sender.
The refund will be transferred to your account (for Collector Account refunds), respectively delivered to the address (for cash refunds) within a maximum of 2 working days from the date of collection.
If you choose to fill in the “Declared Value” field, you will pay an additional 1% of the value of the sent item, and in case of damage or loss you will be 100% compensated. Please, be advised! The insurance does not exclude proper packaging.
In order for your package to be adequately protected during transport, it is very important that you follow the packaging recommendations (see here). More than that, you can buy cardboard envelopes and boxes of different sizes in any FAN Courier working point.
The maximum hours for placing a phone order are 18:00 for Bucharest and 16:00 for the rest of the country, but the shipment must be ready when the courier comes to pick it up.
Your parcel was not picked up by the courier and the AWB is not in our database because it was not scanned yet. You will find the shipment in the system once the parcel is picked up from the sender.
FANbox
FANbox is the ideal solution for active individuals looking for a flexible delivery and pickup alternative. It allows you to send or collect parcels directly from FANbox lockers. More details are available here.
At FANbox, you can pay by card both for the cash-on-delivery amount and the shipping fee.
If you have a collaboration contract with FAN Courier and want to use the FANbox service, you need to contact the Sales Department to sign an additional agreement. More details here.
No extra mileage charges apply for deliveries via FANbox. However, extra mileage fees are applicable when using the DropOff option. For example, if you send a parcel from a FANbox in Bucharest to a recipient in a location where extra mileage is charged, those fees will apply according to the current rates. Learn more here.
For home deliveries, redirection to a locker is possible if the parcel meets the size, weight, and service eligibility criteria. The recipient can request redirection through the link in the SMS received on the delivery day, via the FAN Courier mobile app, or by informing the courier. More details are available here.
Locker compartments have standard sizes and allow storage of only one parcel per box.
Rates for envelopes and parcels are fixed, and no additional fees are charged for excess weight.
You can request the necessary details by emailing fanbox@fancourier.ro or through the chatbot on our website.
Parcels can be dropped off at any FANbox within 30 calendar days.
For occasional users, drop-off is done by scanning the AWB or QR code or by entering the PIN received via email or SMS—printing the AWB is not required. For contract clients, the AWB must be printed and attached to the parcel. Drop-off is done exclusively by scanning the AWB.
Parcels can be collected from FANbox by scanning the QR code at the locker or by manually entering the PIN on the FANbox tablet. The QR code and PIN are available in the FAN Courier mobile app as well as in the email or SMS notifying you of the parcel’s arrival.
If the pickup time has expired, the parcel will be returned to the sender. You’ll need to place a new order for pickup from FANbox.
If the locker didn’t open, please report the issue by calling 021.9336, emailing fanbox@fancourier.ro, or using the chatbot section on our website at fancourier.ro.
Yes, you can try again later or use a different card on the spot. Payment can be made at any time during the pickup window.
To extend the pickup period, access the link in the SMS received on the delivery day and select the extension option according to your needs.
Collect Point
For any amount paid in the store, you will receive a receipt from the representative. If you need an invoice for the shipping fees paid, you must contact FAN Courier, providing your details and the receipt number issued in the store.
If you’ve received an SMS or email notification that FAN Courier has delivered your parcel to a partner store, but it can’t be found, follow these steps: explain to the store representative what kind of item you are expecting and who the sender is; provide, if possible, details about the parcel’s size and weight; check if you’re at the correct address, as there may be multiple PayPoint stores in the area; and if the issue persists, contact the FAN Courier Out of Home department at 021.9336.
For delivery via Collect Point, the parcel must not exceed 10 kg in weight and dimensions of 60x90x60 cm. For envelopes, the maximum allowed weight is 500 grams.
You can find the nearest PayPoint store by visiting the FAN Courier website, in the “Locations” section. You can go directly to the page [here].
Yes, you can drop off a parcel at a Collect Point. You just need to generate an AWB, choose “Personal Drop-off,” and select your preferred PayPoint location.
It is the working program for the PayPoint Colet Expres stores. Only in these days and time frames you can pick up your parcels. Usually, the stores have an extended working program, including Saturdays and Sundays.
It is the approximate distance from the address you entered to the store.
Yes, you have the option to enter another address and the system will show you the closest PayPoint Colet Expres stores to the newly entered address. Please, be advised, you can only change the street and the number, not the city. If you want to choose an address from another city, you will need to return to the online store’s page and change the delivery city.
If FAN Courier handed over the parcel to the store and you were notified that it arrived, we suggest that you follow the steps below:
* Describe the packaging and the type of the product you ordered
* Describe the size and the weight of the product/parcel
* Check if you are at the store you chose
* Ask the retailer to check all the parcels that have the shape or the dimensions close to those you described
After the online order confirmation, the parcel will be available in the PayPoint Colet Expres store starting the second business day. You will be notified at the time it is available in the store. The transit time until the parcel arrives in the store can vary, depending on the moment the online store hands it over to FAN Courier. In order to find out more details about the transit time, we suggest you to ask for information from the online store from which you purchased the product.
The validation code is a unique password of 5 alphanumeric characters and with it you will be able to pick up the parcel. You will receive the code via SMS/email. In the stores, the deliveries are authorized exclusively through these codes and personal I.D.s.
Once notified, you can go to the PayPoint Colet Expres store, taking with you the unique validation code and the I.D.
When the package is delivered to the store by FAN Courier, you will automatically receive an SMS/e-mail with all the necessary information.
If you need to check the shipment status you can access the AWB Tracking section on the FAN Courier website or you can ask for information at collectpoint@fancourier.ro.
For any amount paid in the store, the retailer will give you a receipt. In order to obtain an invoice for the shipping charges you pay, you should contact FAN Courier and give us your information and the receipt number issued in the store.
The PayPoint Colet Expres stores keep the parcels for 7 calendar days. If you do not show up at the store within this period of time, your parcel will be returned to sender.
International delivery
In order to estimate a price, please access Cost estimation.
For an estimated transit time, please access: Road times and Air times.
The order can be placed on the website by accessing the Call Courier section, from the Courier order menu in SelfAWB or by making a request at international@fancourier.ro. Please, be advised! Before placing the order, we kindly ask you to check the cost and the transit time of your shipment.
You can go to any of the FAN Courier offices and working points. You can find their contact details here.
For import orders (service available only with the shipment charge paid in Romania), the consignee needs to contact us at international@fancourier.ro and mention the following details:
* package specifications: weight, dimensions, content;
* sender’s/consignee’s company name;
* complete address details (street, street number, postal code);
* contact persons;
* phone numbers;
* the date and time interval when the pick-up order can take place.
The pick-up process can be done only from Legal Persons and after proper packaging by the sender.
The shipment charge can be paid only by the customer from Romania, both for export and for import.
By using the Export – Collecting Account service you can ship to Hungary and Bulgaria with cash on delivery. The option is not available for other countries. For additional information, please access the “Services” section or feel free to contact us at international@fancourier.ro.
The dispatches sent outside the EU that have other content than documents must be must be accompanied by customs documents (proforma invoice, packing list, copy of CUI or CI, EORI code – https://www.customs.ro/e-customs/eori) and have to be hand over to the courier together with the dispatch.
FAN COURIER EXPRESS S.R.L. does not offer and provide dispatching services with declared value having the object of international postal dispatching.
For information regarding the status of the shipment, please access the AWB Tracking section, or feel free to ask for details at international@fancourier.ro.
In order to receive the proof of delivery, please feel free to send us a request at international@fancourier.ro.
The return requests need to be sent at international@fancourier.ro along with the AWB number.
You can send the correct/additional delivery data at international@fancourier.ro, specifying the AWB number.
FAN Courier Express is responsible for international postal items in accordance with the provisions of liability (compensation) applicable to internal postal items mentioned in the “General Conditions Regarding the Provision of Postal Services”. For more details, please access the link https://www.fancourier.ro/en/conditii-generale-privind-furnizarea-serviciilor-postale/
Please send us your request at international@fancourier.ro and sales.bucuresti@fancourier.ro
selfAWB
You can view the invoices in selfAWB only if you used this application in the last 30 days. The first step is to send your selfAWB username at facturare@fancourier.ro and you will receive a password (different from the log-in password) that will help you view the invoices in PDF, and the invoice annexes in PDF and Excel.
At the moment, you can only view those invoices issued based on the Service Agreement signed with FAN Courier; for information about the unpaid invoices feel free to contact us at recuperare.debite@fancourier.ro and we will provide you with all the information you need.
Yes, the invoices can be paid with cash to the courier. He will collect the value of the invoices and will issue you the receipt, only if the value does not exceed the amount of 5,000 lei/legal entity, respectively 10,000 lei/private person.
The invoices are issued bimonthly, on the 16th and 30th/31st of each month. All the details regarding the issue date and the type of invoicing agreed (Monthly/Bimonthly) are specified in the contract. If you need additional information, feel free to contact us at facturare@fancourier.ro.
In order to change the e-mail address for the electronic invoices, please feel free to send us a request at sales.bucuresti@fancourier.ro.