SEUR Shipping Conditions

Purpose: This guide provides a comprehensive overview of the shipping conditions for the carrier SEUR when shipping from Spain with Sendcloud rates.

Shipping Methods (National)

Special conditions

• Delivery to a neighbour: Delivery to a neighbour is not part of SEUR's standard delivery process. It may be possible when the consignee has provided prior authorisation.
• Undeliverable parcels: If delivery cannot be completed, the parcel will be returned to the sender. The return is charged at the same cost as an outbound parcel.
• Delivery days: The current transactional shipping methods are configured for delivery from Monday to Friday.
• Delivery attempts: SEUR makes 2 delivery attempts.
• Oversized shipments: Shipments classified as oversized may require an additional 24 hours on top of the standard transit time.

Home Delivery

Shipping Methods (International)

The current SEUR transactional scope includes SEUR Classic for European destinations and SEUR Air Classic for the United States.

Special conditions

• Delivery type: SEUR Classic and SEUR Air Classic are B2C home-delivery services.
• Delivery attempts: SEUR makes 2 delivery attempts.
• Delivery days: The transactional methods are configured for delivery from Monday to Friday.
• First mile: Shipments are collected via pickup.
• Tracking: Included.
• Signature: Supported.
• Returns: Not supported with the current transactional shipping methods.
• Multi-parcel shipments: Multi-parcel shipments are not supported for international shipments. A separate shipment must be created for each package.
• Dangerous goods: Not supported.
• Undeliverable parcels: If delivery cannot be completed, the parcel will be returned to the sender. The return is charged at the same cost as an outbound parcel.
• Incoterms: For shipments to non-EU destinations, the default Incoterm is DAP (Delivered At Place). Import customs formalities, duties, and taxes at destination are not included and, where applicable, are collected at destination

Home Delivery

Service Points & Lockers

SEUR Pickup points and lockers are available for 2Shop services.

SEUR Pickup points

SEUR Pickup lockers

Return Shipping Methods 

SEUR return shipping methods are currently available for customers shipping with a direct SEUR contract. Return support for customers using Sendcloud transactional rates is not yet available.

Multicollo shipments

Multi-parcel (Multicollo) shipments are supported for domestic shipments only. For international shipments, a separate shipment must be created for each package.

For domestic multi-parcel shipments:

• Maximum 10 packages per shipment
• Maximum 40 kg per package
• Maximum length: 100 cm
• Maximum combined dimensions: L + W + H ≤ 250 cm

SEUR recommends a maximum of 10 packages per shipment to avoid ad hoc handling.

Pick-ups

General features

SEUR supports both incidental and recurring pickups.

Pickups are available to customers on all Sendcloud plans.

The automated pickup flow can generate a pickup request via API when the first applicable shipping label of the day is created.

• Recommended minimum volume: 5 parcels per pickup. SEUR can be flexible if fewer than 5 parcels are available.
• Pickup fee: No.
• Cut-off time: Approximately 18:00.
• Typical pickup window: Approximately 10:00 - 18:00, depending on the collection address and parcel volume.
• Cancellation: The pickup can be cancelled through the pickup notification.

Pickup parcel conditions

Peak pickup periods

• Summer operational peak: 15 June - 31 July
• Year-end peak: 15 November - 15 January

No additional pickup fee or capacity restriction automatically applies during these peak periods. Exceptional capacity restrictions may still be introduced depending on actual peak-season conditions.

Export documentation

For shipments to destinations outside the European Union, the default Incoterm is DAP (Delivered At Place). Transport is paid up to the recipient's address, excluding import customs formalities at destination. Any applicable customs duties and taxes are collected directly at destination.

Required customs documentation

All shipments must be accompanied by an original commercial invoice in digital format, issued in Spanish and English, or a Declaration of Value.

The document must include the name and signature of the authorised representative and the following information:

• Full recipient address
• Recipient telephone number
• VAT number, for companies only
• Country of origin of the goods
• Tariff classification of each product (recommended)
• Gross weight for each tariff classification, including packaging and contents
• Total number of units
• Unit value and total value

Claims Process

If you ship using Sendcloud's rates, Sendcloud acts as the intermediary between you and SEUR. If an incident occurs with your parcel, you can submit an investigation or claim through the Sendcloud Support panel.

Supported claim types

A parcel may be considered lost once 21 days have passed since the expected delivery date.

Required documentation

The documentation required depends on the type of investigation or claim.

Compensation policy

For compensated claims, the reimbursement is subject to the applicable SEUR carrier-liability conditions.

SEUR also compensates the applicable shipping costs for the compensated claim categories described below.

Resolution time (estimated)

SEUR's claim response/completion period is 19 days from the date the claim is filed.

Sendcloud insurance

Do you want to insure your shipments for a higher value? You can add Sendcloud Shipping Protection (XCover) where available.

Surcharges

SEUR may apply additional charges when a shipment does not meet the standard shipping conditions, requires additional handling, involves a special location, or requires customs processing.

For the complete overview of amounts and conditions, please refer to the SEUR surcharges article.

Shipping Restrictions, Prohibited Items & Dangerous Goods

SEUR does not accept certain goods under its standard shipping services. Other goods may require a specific SEUR service, prior arrangements, or compliance with additional transport regulations.

Prohibited items

The following goods are prohibited for standard SEUR services. Click each category below for more information.

Restricted items

Some items cannot be shipped using standard SEUR courier services but may be accepted through a separate specialist service or under specific handling conditions.

• Perishable food: Fresh meat, fish, dairy and other temperature-sensitive goods require temperature-controlled transport, such as a specialised SEUR service.
• Lithium batteries: Batteries contained in products such as laptops, smartphones or e-scooters are subject to strict transport limits, particularly for air shipments.
• Liquids and fragile glassware: Products such as wine bottles, perfumes or other fragile liquids require approved leak-proof, impact-resistant packaging. Damage caused by inadequate packaging may not be compensated.
• Prescription medication: Prescription medicines cannot generally be shipped between private individuals, and pharmaceutical distribution requires specific regulatory compliance.

Certain restricted-goods services must comply with applicable Limited Quantity restrictions and the relevant SEUR General Transport Conditions, including Appendix 2 where applicable.

For the official and most up-to-date information, refer to: SEUR special and prohibited goods.

Label Validity, Updates & Cancellation

Label validity

SEUR labels are valid for approximately 2 weeks after creation.

Make sure to hand over the parcel before the label expires. Otherwise, a new label may need to be created.

Label update & address changes

Parcel not yet shipped:

• Cancel the existing label and create a new one with the correct shipment information.
• The Sendcloud duplicate/edit-new-label flow can be used to simplify the creation of the replacement label.

Parcel already shipped:

• An address change can be requested through Sendcloud Customer Service.
• The consignee may also be able to request the change through the SEUR delivery notification.

Cancellation & refund

• Unused labels can be cancelled within 15 days.
• If the parcel has not been scanned by SEUR, the shipment will not be charged.
• No shipping-method-specific cancellation restrictions have been identified.