Frequently asked questions
Short answers to the questions we hear most. For the details, each answer links to the text that applies.
Getting started
What is SendGo?
SendGo connects senders with travellers who have spare room in their luggage. You book a few kilos on a traveller's trip, hand your package to them in person, and they hand it to your recipient on arrival.
SendGo does not carry anything itself: the traveller makes the trip, SendGo takes care of the booking, the payment and the follow-up.
How do I create an account?
Sign up with your email address, a password, your first name and your last name. You receive an email: click the link to confirm your address. On the site, other members see your first name and the initial of your last name, for example "Aminata S.".
How do I publish my first trip?
Click "Publish a trip", then enter your departure and arrival cities, your travel date, the kilos you offer and your price per kilo. Your listing goes live straight away. It can be booked once our payment partner has verified your identity and you have added, with them, the bank account you will be paid into. Bookings open at the earliest 75 days before your departure. See the traveller steps
When can my listing be booked?
As soon as your payment account is ready, and at the earliest 75 days before your departure. Your account is ready once our payment partner has verified your identity and you have added your bank account with them. SendGo never asks you for your IBAN directly. If something is missing, we let you know by email.
Who are the travellers?
Members who are making the trip anyway and offer the free room in their luggage. A listing can only be booked once our payment partner has verified the traveller's identity. Every member has also confirmed their email, and after each shipment the sender and the traveller can rate each other: reviews are shown on the profile.
Can I be both a sender and a traveller?
Yes. The same account lets you book a shipment on another member's trip and publish your own trips.
Paying and protection
Who holds my money until delivery?
Your payment is kept by our payment partner. The traveller's share is only paid out to them after delivery, and only if no problem is open.
How can I pay?
By bank card, on our payment partner's secure page. SendGo never sees your card number. On your statement, the payment shows under the name SendGo.
How much does SendGo Protection cost?
It is included in the total price, with a minimum of €2.90 per booking. Before you pay, you see the breakdown: the traveller's share and SendGo Protection.
Why does a trip show "Booking opens soon"?
The trip is published, but bookings are not open yet. They open 75 days before departure: when the date is known, the listing shows it. Tap "Let me know": we write to you once, as soon as you can book. Meanwhile, you can message the traveller.
What if my package is never delivered?
The price you paid, SendGo Protection included, is refunded to your card. The value of the items sent is not covered.
When does the traveller get paid?
The payout leaves 48 hours after the delivery code is entered, or as soon as the sender confirms receipt. It then reaches the traveller's bank account within a few working days; the first payout can take a little longer. If a problem is reported, or if the payment is disputed with the bank, the payout waits until the review is over.
Hand-over and delivery
How does the hand-over work?
You agree on the place and time with the traveller in the messaging. On the day, you hand the package to them in person, ready to be opened if they want to see inside, and you give them your hand-over code. Without this code, the shipment does not start.
What is my recipient's code for?
On arrival, your recipient gives their delivery code to the traveller. This code is what confirms the delivery. You can send it to your recipient by WhatsApp or SMS from your booking.
There is a problem at delivery, what should I do?
Report it from your booking within 48 hours of the delivery, with photos if possible. The payout to the traveller waits during the review, and a person from the SendGo team looks at the case with both of you.
Who pays customs duties?
The sender declares what they send and remains responsible for its contents. Any duties or taxes are not covered by SendGo Protection.
Shipping rules
Which items are prohibited?
Among others: dangerous or flammable products, weapons, drugs, cash, medicines, and anything airlines refuse in luggage. The traveller can also refuse a package that does not match the listing or that looks doubtful to them.
How many kilos can I send?
As many as the traveller offers on their listing, up to the kilos still free. You choose the number of kilos when you book.
Can the traveller open my package?
Yes, at the hand-over, and they should: a traveller never carries a closed package they have not been able to see. Pack it so it can be reopened easily, for them as well as for customs.