Frequently Asked Questions


1.      CONTACT FACILITY LOCKERS

 

How can I contact you?

We are available every working day from 9am to 6pm by email at support@facilitylockers.com or by phone at +32(0)2 880 56 22.

 

2.      USER ACCOUNT

 

I want to create a user account

You can register online through the registration form. Click here.

 

I want to delete my account

You can send us an email at support@facilitylockers.com. We will delete your account from our database.  

 

I want to modify my details

You can modify your details by logging into your account. Click here.

 

I  forgot my password, how can I get it back?

You can ask for your password to be reset. Click here.

 

How are my personal data managed?

facility lockers complies with the General Data Protection Regulation (GDPR). You will find our DATA POLICY on our website.

 

3.      LOCKERS AND SECURITY

 

How big are the facility lockers and what is the maximum weight they can bear?

The units are made up of lockers of different sizes. We relied on the average size of parcels delivered in Belgium and Luxemburg.  

 

Is a delivery with facility lockers 100% secure?

The only way of opening a locker is by entering a code that is given only to the recipient of the parcel.

 

4.      CLICK & COLLECT AND CONCIERGE SERVICES

 

How can I have a parcel delivered in a facility locker?

Order online on an e-commerce website (Amazon, Zalando...) Write "FACILITY LOCKERS" in front of your name/first name, and write the address of your locker unit. Once the parcel has been delivered, you will get a notification by Email/text with your access code. Come and collect your parcel through the digital screen of the unit.

 

How much do I need to pay when the parcel is delivered?

You don’t need to pay anything. This service is free.

 

How can I collect my parcel?

Once your parcel has been delivered, you will get a notification by Email/text with your access code. Come and collect your parcel through the digital screen of the unit.

 

How do I know that my parcel has been delivered?

Once your parcel has been delivered, you will get a notification by Email/text with your access code, this means that your parcel has been delivered and is available.  

 

Where can I find my access code?

Once your parcel has been delivered, you will get a notification by Email/text with your access code.

 

Can I send someone to collect my parcel for me?

Yes, you need to give the code you received by email/text to the person of trust that you have chosen.

 

Can I have several parcels delivered and collected at the same time?

Yes, regarding the size of the parcels, they will be dropped off in one or several lockers. Accordingly you will receive one or several access codes.

 

How long can a parcel stay in the facility locker?

We remove the parcel from the locker after 5 days. In that case you can come and collect it from our offices located at Rue du mail 50, 1050 Ixelles.

 

A message informs me that my parcel has « expired », what do I do?

This means that your parcel has been in the locker for more than 5 days. Therefore we ask you to come and collect it quickly or to ask a person of trust to come and collect it for you. If the locker is almost full, we might remove your parcel. In that case you will have to come and collect it from our offices located at Rue du mail 50, 1050 Ixelles.

 

What happens if the facility locker is full?

It depends on the arrangement made with the building in which you work. Either the parcel will be dropped off in a spot provided in the building (reception, mail sorting office…), or it will be returned to the sender or to a nearby pick-up point.

 

What happens if my parcel is too large or too heavy?

Normally the weight doesn’t matter. The facilty lockers are made of very solid material. In case the parcel is too large for all lockers, either it will be dropped off in a spot provided in the building (reception, mailroom…), or it will be returned to the sender or to a nearby pick-up point.

 

Is a deliverey possible without being registered?

No, you must have a facility locker account. To register, just fill in the online form available here.

 

What happens if I haven’t written facility lockers in front of my name?

Unfortunately the mail sorting office relies on this information. If facility lockers is not mentioned in front of your name, the parcel won’t be dropped off in the facility locker. Your parcel will then be delivered to the address and given to the person at the reception or will be returned to the mail sorting office if there is no one present to receive it.

 

How does a courier drop off a parcel in the facility locker?

At the mail sorting office of the postal company/delivery company, the parcels with facility lockers mentioned in front of the name are set apart. The couriers who will deliver these parcels know that they need to go to the facility locker unit for these parcels. The courier types the name of the recipient mentioned on the parcel. According to the size of the parcel the courier chooses an available locker in the unit. The locker opens up and the courier can place the parcel inside. When the locker is closed an email/text with the access code to get the parcel is automatically sent.

 

 

5.      DELIVERY PROBLEMS

 

I haven’t received my parcel, what do I do?

You can contact us by phone at 02/880.56.22 or by email at the address support@facilitylockers.com. We will help you fill in a complaint form on the retail website. Note that they are responsible for the parcel until it has been delivered to the recipient personally.

 

The parcel I received is damaged, what do I do?

facility lockers is a support platform for parcel delivery and is in no way responsible for a quality problem regarding your order. However if you consider facility lockers to be responsible for a problem, don’t hesitate to contact us by email at support@facilitylockers.com or by phone at +32(0)2 880 56 22.

 

The item I received isn’t the one I ordered, what do I do?

facility lockers is a support platform for parcel delivery and is in no way responsible for a problem regarding your order.

 

I want to return my parcel, is it possible?

We don’t have a return service for parcels through our units yet. We will be offering this solution shortly.  

 

What happens if the courier delivers by mistake the parcel to someone else?

If you suspect this may be the case please contact us by phone at 02/880.56.22 or by email at the address support@facilitylockers.com to give us the tracking number of your parcel. In this way we will proceed to a verification of all the lockers which were filled at the time that your parcel was delivered.

 

6.      TECHNICAL PROBLEM

 

What do I do if the door doesn’t open when I enter the code?

You can contact us by phone at 02/880 56 22 or by email at the address support@facilitylockers.com.

 

7.      ORDER HISTORY AND FOLLOW-UP

 

Can I find the details of my orders and follow my orders in real time?

facility lockers is a support platform for parcel delivery. To follow the delivery you can go to the website of the delivery company which was appointed to deliver your parcel.

 

8.      CONCIERGE SERVICES

 

What services does facility lockers offer?

In certain units only facility lockers offers you many services such as ironing, dry cleaning, shoe repair, IT repair, sewing … We are constantly looking for new service providers, our aim is to offer all the services of a concierge service. More information here.

 

How does the facility locker concierge service work?

Go to www.facilitylockers.com and select the service you want. Go to the unit and log in with your personal information. Drop off  your item(s) in the selected locker. Follow the status of your service request and proceed to the payment online through your user account. You will receive your access code by email/text as soon as your order is ready. Then you will need to go to the unit to collect your item

 

How much does a service cost?

You can find the price list on our website. Click here.

 

How do I pay for a service?

Once the courier has entered the price, you will get an email asking you to pay for the service. You will find a link to the payment by credit card in your user account.

 

How can I be certain that the payment for a service is secure?

The payments are made by Adyen / MangoPay, a professional payment service.

 

What is the deadline for a service?

For dry cleaning and ironing with service vouchers, the deadline is 2 to 3 working days. We go to the different units every Tuesday and Friday. For more information, don’t hesitate to contact us by phone at 02/880 56 22 or by email at the address support@facilitylockers.com.

 

The quality of the service is poor, what do I do?

facility lockers is a support platform for deliveries and is in no way responsible for a problem regarding the service. However if you consider facility lockers to be responsible for a problem, don’t hesitate to contact us by email at support@facilitylockers.com or by phone at +32(0)2 880 56 22.

 

Can I add comments or additional information when I drop off items for a service?

Yes, there is a field provided when you order through the unit.

 

9.      FACILITY LOCKERS LOCATION

 

How can I know where the unit is?

You can ask at the reception of the building in which you work/live or contact us by email at support@facilitylockers.com or by phone at +32(0)2 880 56 22.

 

My company is equipped with facility lockers, how can I know if I can have my parcels delivered there?

You can ask at the reception of the building in which you work/live or contact us by email at support@facilitylockers.com or by phone at +32(0)2 880 56 22.