Questions
If yours isn't here, write to us. A person answers.
Which couriers can deliver to my Hola ID?
All of them. Correos, SEUR, MRW, GLS, DHL, UPS, Amazon's own drivers. The address is an ordinary Spanish street address with your Hola ID on the name line.
What if I'm not in Spain when it arrives?
Your parcel waits safely at the shop: five days are free, and after that it's €1.00 a day, so a fortnight away costs you a few euros rather than a missed delivery.
How big a parcel can the shop take?
Anything one person can carry comfortably. Very large or very heavy items (furniture, white goods, building materials) need arranging in advance, because they take a shop's whole floor.
Can someone else collect for me?
Yes. Whoever holds the pickup code can collect. If you'd rather it were only you, don't pass the code on: it's the key.
What happens if I lose the code?
It's in your account and in the original email, and we can resend it. If you've lost access to both, we'll verify who you are before issuing a new code: the shop only hands a parcel over against a valid code.
What if my parcel goes missing or turns up damaged?
HolaParcel is the platform in the middle, not the party holding your parcel. Until the shop scans it in, it is in the courier's hands: claim through the courier or the seller you bought from, exactly as you would for any home delivery. Once scanned in, the parcel is held by the shop. Your account shows the moment it was scanned in and handed over, and we'll give you that record to support a claim — but the claim itself belongs with the courier, the seller or the shop, not with us.
What if the shop is shut?
Opening hours are on your notification and in your account. Storage days don't count against you if the shop is closed for a public holiday.
Can I get an invoice with my NIF on it?
Yes: ask in your account and we'll reissue the receipt as a full invoice with your tax details. Useful if you let the property out and are claiming the cost.
How do I cancel?
From your account, in one step, whenever you like. Pay as you go has nothing to cancel: just stop using it.
Can I send parcels back from there?
Not yet. Right now the shops receive parcels; sending them isn't offered. Returns are the most asked-for thing on our list, so if you would use it, tell us: how many people want it is what decides when we build it.
What if the courier needs a signature?
The shop signs for it. That's the whole idea: somebody is there, during opening hours, so the courier never has to come back a second time.
Do you open or inspect my parcels?
No. The shop logs the courier, the size and whose it is. What is inside is your business, unless it is something the shop is not allowed to hold at all.
What if I get more parcels than my plan includes?
The extra ones are {extra} each and nothing stops working. We tell you when you are getting close, so a busy month never arrives as a surprise on your card.
Can my partner or family use the same account?
Yes. Anyone at your address can have parcels sent to your Hola ID, and anyone holding the pickup code can collect. One account, one address, as many people as live there.
Do I have to be a full-time resident?
No. Holidaymakers, long-stay renters and owners who visit a few times a year all use it. Pay as you go exists precisely for people who are only here now and then.