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Modification of my order

Can i change my delivery address?

Once your order is placed, you can change your delivery address using our chat, which you will find at the bottom right of our frequently asked questions.

However, it's important to note that some sellers may not allow us to modify their customers' addresses.

Even if permitted, changes to your delivery address may sometimes not be possible due to operational conditions, for example, if your order is already out for delivery.

In case you need to add additional information to your delivery address, you can do so using our chat, which you will find at the bottom right of our frequently asked questions.

In the event of a failed delivery attempt due to an incorrect address, Paack will notify you and ask you to update your delivery address before making another attempt.

How can I advise the driver of specific delivery instructions?

When placing your order, you will have the option to specify specific delivery instructions for our team in the designated fields on your seller's website.

If you wish to communicate these details after placing your order, you can use our chat, which you will find at the bottom right in our frequently asked questions or our tracking page.

Can a delivery be scheduled for a specific time of day?

Depending on the service contracted by your seller, you can choose specific delivery time slots. Otherwise, you can use the chat service and leave delivery instructions for the courier.

I no longer want to receive my parcel

If at any point you decide that you no longer wish to receive your order, we recommend that you contact the seller as soon as possible to request cancellation. The sooner you do this, the better, as it will facilitate the cancellation process.

If your order is scheduled to be delivered shortly, your cancellation request may not be received in time to avoid the delivery attempt. In this case, you still have an option: you can refuse delivery when the driver arrives. This will allow the order to be returned to the seller.

At Paack, we are committed to providing you with the best possible experience, and we understand that circumstances can change. We are here to help you resolve any issues or make adjustments to your order in the most convenient way for you.

In accordance with Article 13 of the Regulation (EU) 2016/679 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and Article 11 of Spanish Organic Law 3/2018 on the Protection of Personal Data and the guarantee of digital rights, we inform you that your personal data will be incorporated into the information systems belonging to PAACK LOGISTICS IBERIA, S.L.U for the purpose of responding to your enquiries and requests. The legal basis for its processing is your express consent. In addition, we inform you that companies within the PAACK Group and the necessary third parties may receive your data in order to provide the services. At any time, you can exercise your rights of access, rectification, deletion, limitation, portability or opposition to the processing of your data, and make a complaint if you believe that PAACK LOGISTICS IBERIA, S.L.U. is processing your personal data inappropriately, by sending a written communication to the address Vía Augusta, n.º 17, Principal, 08006 Barcelona, or via the email address gdpr@paack.co. For more information about the processing of your personal data, please see our Privacy Policy. (*)