Frequently asked questions

First check that the address in your order confirmation is correct. If you live in a house or townhouse, look in or beside your mailbox. If you live in an apartment, check by your door or in your letterbox. If the parcel is still missing, contact customer service through Track & help and include your parcel number.

We can show the planned delivery date as soon as we have received and processed the parcel at our terminal. You will then receive a message with a link where you can follow the delivery. If the parcel has not yet reached Early Bird, please contact the online retailer for more information.

It means that the online retailer has booked transport with us, but the parcel has not yet been processed at our terminal. Once we receive it, tracking will be updated with more information and a planned delivery date. Until then, the online retailer is best placed to answer your questions.

Delivery time is calculated from when we receive the parcel, not from the day you placed the order. The planned delivery date is shown in the link you receive by text message or email. If tracking only shows a booking, the parcel is still waiting to reach us.

You can track the parcel using its parcel number even if the mobile number is incorrect. You can often find the parcel number in the order confirmation or delivery information from the online retailer. Go to Track & help and enter the number there.

For standard home, door or mailbox delivery, you normally do not need to be at home. We leave the parcel according to the delivery information you received. Parcel lockers may require an app and BankID, while certain shipments may have specific terms shown in your delivery notification.

Our couriers often deliver morning newspapers in the same area and therefore have access to many apartment entrances. If the entrance still cannot be opened, another delivery attempt may be needed or the parcel may be redirected according to the service terms. Follow tracking for the latest information.

Once the parcel has been booked and is on its way, the delivery date normally cannot be changed. The current plan is shown in tracking. If you need to make a change before the parcel has left the online retailer, contact the retailer directly.

For security reasons, we cannot change the address of a parcel that is already on its way. Contact the online retailer as soon as possible if the address is incorrect. If delivery has already started, follow tracking to see what happens next.

A parcel that is already on its way with Early Bird normally cannot be stopped or cancelled. Contact the online retailer if you want to cancel your purchase or arrange a return. The retailer can tell you which return options apply to your order.

You normally cannot change a booked Early Bird delivery to service-point delivery. If we cannot deliver to the address, tracking will tell you what happens next. The next step may vary depending on the service chosen by the online retailer.

No. Our couriers deliver during the night and early in the morning, so you can keep sleeping. The parcel is left in the place specified for the delivery, and you receive a confirmation once the delivery has been registered.

If we cannot deliver, tracking will be updated and you will receive information about the next step. Depending on the service, we may make another attempt or use another collection solution. If no new information appears within the stated time, contact customer service with your parcel number.

The number of attempts and what happens after an unsuccessful attempt depend on the delivery service booked by the online retailer. Follow the information in your tracking link. It will show whether we will make another attempt or handle the parcel in another way.

Once the delivery has been booked, we normally cannot change recipient details, partly to protect the shipment against fraud. First check whether the online retailer’s order flow allows you to correct the details. For parcel-locker delivery, there may also be a dedicated change link in the message from us.

Once the online retailer has booked the delivery, the delivery method normally cannot be changed. We need to follow the service selected at checkout. Contact the online retailer if you want to ask about other options before the order has been dispatched.

Do not pay or click links in an unexpected message. The delivery fee is normally handled when you make your purchase, and Early Bird does not ask for an extra fee to release a parcel. Check the delivery through our own tracking page and contact customer service if you are unsure.

Early Bird returns can only be used when the online retailer offers the service for your order. Follow the retailer’s return instructions or look for a return link in the delivery notification. If no Early Bird option is shown, contact the retailer for other return methods.

Leave the parcel in the designated place. Our collections take place during the night or early in the morning, so you do not need to stay awake. You will receive a confirmation once the parcel has been registered as collected. Contact customer service if the status has not changed after the collection window.

Put the parcel in your mailbox. If it does not fit, place it somewhere visible and protected from the weather beside the mailbox, following the booking instructions. The courier must be able to reach it without entering private property, and you must not use a locked mailbox.

Place the parcel somewhere visible outside your door, following the booking instructions. Make sure it is securely packed and easy for the courier to identify and collect. If the entrance requires special access, the information in the booking must be correct.

Follow the return journey using the tracking link in your collection confirmation. It may take some time for the online retailer to receive and register the return. Questions about refunds or processing after receipt need to be answered by the retailer.

Once the collection has been registered, you will receive a confirmation, usually by text message, with a link where you can follow the parcel back to the online retailer. If the confirmation is still missing after the collection window, check the tracking status or contact customer service.

Write the code directly on the parcel so that it is large, clear and stays in place during transport. Use a pen that will not smudge or rub off. Always follow the online retailer’s return instructions if they say something different.

Collection normally takes place during the night or early in the morning together with our other deliveries. You do not need to stay awake. Leave the parcel in the designated place before the time shown in the booking and follow the status using the confirmation link.

Pack the parcel so that its contents can withstand normal transport and cannot move around or be damaged. If the parcel will be left outdoors, the packaging needs to withstand the weather. You are welcome to reuse the original packaging if it is still intact and all old shipping labels have been removed or covered.

Because collection takes place at night, the courier must not enter private property. The parcel therefore needs to be placed in the accessible location stated in the instructions, usually beside the mailbox. This makes collection safe and clear for both you and the courier.

The permitted dimensions and weight depend on the service booked by the online retailer. Follow the information in the return flow or the retailer’s instructions. If no limits are shown, ask the retailer to confirm them before leaving the parcel for collection.

iBoxen operates parcel lockers in many locations across Sweden. Early Bird uses its locker network for certain deliveries. When an order is going to an iBoxen locker, you will receive instructions about the app, identification and how to open the compartment.

The collection period normally cannot be extended. The current last collection date is shown in the delivery notification or the iBoxen app. If you cannot collect the parcel in time, it will follow the return process that applies to the online retailer.

Check the last collection date in the text message, email or iBoxen app, as that information applies to your specific delivery. If the parcel is not collected in time, it is normally returned according to the online retailer’s terms.

The parcel only becomes visible in the app once a compartment has been reserved for the delivery, often shortly before the delivery date. Also check that the app is registered with the same phone number as the order. If the parcel should have arrived but is still missing, contact support through the delivery notification.

If the feature is available, you can share collection for the relevant parcel in the iBoxen app. The person you invite needs to register the correct phone number in the app and identify themselves as instructed, usually with BankID.

Once the delivery method has been booked, it normally cannot be changed to a parcel locker. Locker delivery needs to be selected at the online retailer’s checkout when the option is available. Contact the retailer if the order has not yet been dispatched.

The selected locker may have been full or temporarily unavailable when the parcel was due to be placed there. In that case, delivery may be redirected to another available locker in the area. The correct location and directions are shown in your delivery notification and in the app.

The online retailer decides which delivery methods are shown at checkout. The option may also be unavailable if there is no suitable locker for your address or order. Contact the retailer if you would like to request locker delivery.

Once the delivery has been assigned to a locker, it normally cannot be moved to another one. Follow the address in the delivery notification or iBoxen app. If anything looks incorrect, contact support before the last collection date.

Yes. The iBoxen app is used to identify you and open the correct compartment, usually together with BankID. We recommend downloading the app and registering while you have an internet connection before going to the locker. Always follow the latest instructions in your delivery notification.

It depends on the return options offered by the online retailer for your order. If parcel-locker returns are available, the option and instructions will be shown in the retailer’s return flow. If the option is not shown, choose another return method or contact the retailer.

Select Early Bird Box at the online retailer’s checkout when the option is available for your address and order. The delivery method normally cannot be changed after the order has been dispatched. If the locker option is not shown, the retailer can tell you which delivery methods it offers.

You can see current iBoxen locations on the iBoxen website. When you place an order, only lockers available for that specific delivery are shown. New lockers are added regularly and availability may vary.

Check the text message or email from Early Bird. It may contain a link where you can check and correct the phone number before delivery. The correct number is important because it connects the parcel to the app and lets you open the compartment. Contact support if there is no change link.