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Frequently
Asked
Questions

Everything you need to know about shopping in Germany and getting your packages delivered to Cyprus.

Getting Started
Shopping & Shipako ID
Packages & storage
Restrictions & Prohibited Items
Shipping to Cyprus
Returns
Fees & Payments
Support & Responsibility
Contact

Do you have a question?

Getting Started

What is Shipako?

Shipako helps you shop from online stores – even they dont ship to Cyprus.
You receive your Shipako delivery address together with your own unique Shipako ID. When placing an order, simply enter your Shipako address and include your Shipako ID so we can identify and assign your package.
Once your order arrives in Germany, we arrange the forwarding of you package directly to Cyprus.
Please note that Shipako currently forwards parcels only to addresses in the Republic of Cyprus.

How does Shipako works?

Before placing your order, you can use our shipping calculator to get an estimate of the forwarding costs to Cyprus.
Then simply create your Shipako account, use your personal Shipako delivery address and Shipako ID when shopping online. Once your package has arrived, you can choose from the available shipping options and select

the one that best fits your needs.
We’ll take care of the rest.

Do i get my own Shipako ID?

Yes. Every Shipako customer receives his own Shipako ID together with a Shipako delivery address.
This allows us to identify your packages when they arrive and assign them to your Shipako account

Can i use my Shipako address immediately?

Once your account and your Shipako ID have been activated, you can start using it for your online orders.

Can I share my Shipako account with someone else?

Your Shipako account is intended for your personal use.

If another person places an order using your account or Mailbox ID, you remain responsible for the parcel, including any shipping costs, storage fees or other charges that may apply.

Shop without Borders.

Packages & storage

How will i know when my package has arrived?

Once your package has been received and processed, it will be assigned to your Shipako account and you’ll be notified.

Processing may take a short time after the carrier marks your parcel as delivered.

Do my items need to be paid for before they arrive in Germany?

Please note that all items must be fully paid for before they arrive at our German receiving address. We may request proof of payment if necessary.

What happens if my package is very large or heavy?

Most standard parcels can be forwarded without any problem.

Our standard shipping rates apply to packages up to 120×60×60cm in size with a maximum weight of 40kg. Larger, heavier or unusually shaped shipments may require special handling or a different shipping option. For more details, please check our Shipping Restrictions section or contact us before placing your order

How long can my package stay in Germany?

Your package can be stored free of charge for up to 14 days after it arrives at our German receiving address.

After the free storage period, a storage fee of €0.60 per package per day applies. Check here

Packages stored for more than 44 days may no longer be accepted for continued storage and could be disposed of. To avoid this, please arrange forwarding, consolidation, or return before the storage period ends.

Restrictions & Prohibited Items

What is the maximum package size and weight?

Our standard shipping rates apply to packages up to 200 cm in length, with a maximum girth of 400 cm and a maximum weight of 50 kg.

Larger or heavier shipments may require special handling or a different shipping solution. Please contact us before placing your order if you’re unsure. All goods must be fully paid for before they arrive at our German receiving address.

Is there a maximum package value?

Packages stored in our German receiving facility are subject to a maximum liability of €1,000 per customer account in the event of loss or damage.

Additional requirements may apply to higher-value shipments depending on the destination and shipping route.

Are there products that cant be forwarded?

Yes. Certain products are restricted or prohibited from transport.

This may include hazardous materials, some batteries, aerosols, flammable products and other regulated goods. Please check the prohibited-items information or contact us before ordering if you’re unsure.

Can i ship lithium-ion batteries?

Lithium-ion batteries are classified as dangerous goods, which means special shipping rules and restrictions apply.

To avoid delays, returns or disposal by the carrier, please review our Lithium Battery Shipping Rules before placing your order or sending a parcel containing batteries to your Shipako address.

Does my package need to be properly packed?

Yes. Packages should arrive in suitable shipping packaging, such as a sturdy cardboard box or appropriate shipping bag. If a shipment arrives without sufficient packaging, additional

Can I order from outside Germany and europe?

You can generally order from Germany and other EU countries, as long as the retailer can deliver the package to your German Shipako address.

You can generally order from Germany and other EU countries, as long as the retailer can deliver the package to your German Shipako address

Shipping to Cyprus

How much does shipping to Cyprus cost?

Shipping costs depend on factors such as:

Package weight, package dimensions and the selected shipping option.

You can use our shipping calculator to get an estimated price before ordering.

The final shipping price is based on the actual package information once your shipment is ready for forwarding..

How long does delivery from Germany to Cyprus take?

Delivery times depend on the shipping option, destination and carrier.

You’ll see the estimated delivery time for the available shipping options before confirming your shipment.

Please keep in mind that delivery times are estimates and may occasionally be affected by carrier delays, public holidays or other circumstances outside our control.

Can I track my package?

Most shipments include tracking. The available tracking information depends on the selected carrier and shipping method. Once your shipment is on its way, you’ll receive the available tracking details so you can follow its progress.

Can I wait until multiple parcels arrive?

You can wait for additional parcels to arrive and then request consolidation or forwarding at a later time.

This can be especially useful if you order from several EU online stores and want to combine multiple parcels into fewer shipments.

Is inurence included?

Insurance options and coverage vary depending on the selected shipping method.

If you’re planning to ship high-value items, please contact Shipako before placing your order so we can advise you on the available options.

Do I have to pay customs duties when shipping from Germany to Cyprus?

Germany and the Republic of Cyprus are both part of the European Union.

For goods already in free circulation within the EU, shipments from Germany to Cyprus normally do not require additional customs duties.

Different rules may apply to certain restricted or excise goods or to goods that originally enter the EU from a non-EU country.

Returns

Can I return an order to the online store?

Yes. If your parcel has already arrived at our German receiving address and you would like to return it to the merchant, we can help arrange the return.

What if the shop provides a prepaid return label?

If the merchant provides a valid prepaid return label, we can usually process the return from our German receiving address.

A return handling fee may apply.

What if I do not have a return label?

A return may still be possible even if the merchant does not provide a prepaid return label.

In this case, additional shipping costs will apply. Please contact us support@shipako.com and we’ll provide you with a quote for the return shipping.

Can Shipako handle returns after my parcel has already been shipped to Cyprus?

Returns are usually much easier while the parcel is still at our German receiving address.

Once your parcel has already been forwarded to Cyprus, the return process depends on the merchant’s return policy and the available shipping options from Cyprus.

Account & Delivery Details


Can I change my delivery address in Cyprus?

Yes. You can keep a standard delivery address in your Shipako account and, where available, use a different address for a specific shipment.

Please make sure the delivery details are correct before confirming the shipment.


Can I ship a parcel to another person in Cyprus?

Yes. You can send a parcel to another person within the Republic of Cyprus, as long as the delivery details are complete and correct.

You are responsible for providing the correct recipient name, phone number and delivery address.


Why do you need my phone number?

A local phone number may be required by the carrier for delivery updates, address clarification or delivery coordination.

Providing a correct phone number can help avoid unnecessary delivery delays.


What happens if my delivery address is incorrect?

Incorrect or incomplete delivery details can lead to delays, failed delivery attempts or additional charges.

Please check the recipient name, phone number and delivery address carefully before confirming your shipment.

Fees & Payments

Why are shipping costs charged separately?

Shipping costs depending on factors such as the weight and dimensions of your parcel, the selected carrier, shipping method and any special handling requirements.

Because of this, the final shipping price can only be confirmed once your parcel has arrived, been registered and measured.



Are there any hidden fees?

No. We aim to keep our pricing as transparent as possible.

If additional charges apply for example for consolidation, storage, returns, oversized parcels or special handling — these costs will be shown or communicated clearly before the shipment is processed.


When do I pay for shipping?

You pay for shipping once your parcel, or consolidated shipment, is ready and the final shipping cost has been calculated.

Please note that the goods themselves must already be fully paid for before they arrive at our German receiving address.


Why can’t you tell me the exact shipping cost before my parcel arrives?

The exact shipping cost depends on the final weight and dimensions of the actual shipping parcel.

The size shown by the online store may differ from the final packaging used for delivery.

If you combine several parcels, the final price can only be calculated after consolidation, because the final box size and weight are only known once the parcels have been repacked.


What happens if my delivery address is incorrect?

Incorrect or incomplete delivery details can lead to delays, failed delivery attempts or additional charges.

Please check the recipient name, phone number and delivery address carefully before confirming your shipment.

Support & Responsibility



Who do I contact if I have a problem?

Please contact us or support@shipako.com.

Shipako is your main point of contact for questions about your parcel status, shipping, consolidation, returns, payments, or other issues related to your shipment.



Does Shipako open my parcels?

Parcels are normally handled only when necessary for processing, identification, forwarding, returns, or consolidation.

If you request consolidation, your parcels may need to be opened and repacked in order to combine them into a single shipment..


What happens if my parcel arrives damaged?

Please contact Shipako as soon as possible and provide photos of the parcel and its contents, your order details, and tracking information.

We will review the case and help you with the available next steps.


Is Shipako responsible for mistakes made by the online store?

No. Shipako is not responsible for issues caused by the retailer, such as sending the wrong item, sending a damaged product, delaying or cancelling an order, or refusing a return.

However, where possible, we can assist with forwarding, return handling, and other shipment-related steps once the parcel reaches our German receiving address.


What happens if my parcel is lost?

If a parcel appears to be lost in transit, the next steps depend on the carrier, tracking status, selected shipping method, insurance coverage, and shipment value.

Shipako will help review the case and assist with providing the information required for an investigation or claim.

HAVE ANY QUESTIONS?

Contact us

Didn’t find the answer you were looking for?

No worries — just get in touch with us. We’ll be happy to help with any questions about your Shipako account, parcels or shipping.

support@shipako.com