General Requirements
This document establishes standards for product packaging and guidelines for organizing shipments (logistics) when selling through EXPRESS.MARKET. The goal is to ensure product integrity during transit, timely delivery, and compliance with carriers’ and legal requirements. All Sellers on the platform must adhere to these requirements.
1.1. Durability of Packaging: All products must be packed in sufficiently sturdy outer packaging that can withstand transportation stresses. It is recommended to use triple-wall corrugated cardboard boxes of appropriate size, or sturdy mailers (for soft, non-crushable items like clothing—only if the item is not fragile). The box must be intact, free of punctures, not deformed, and have secure flaps. Reused boxes are allowed if they remain structurally sound, have no third-party labels (or these are removed/covered), and are clean.
1.2. Internal Securing: Inside the box, the product must be firmly secured to prevent movement and impact against the walls. Fill empty spaces with cushioning material such as bubble wrap, packing peanuts, air pillows, corrugated inserts, crumpled paper, etc. Fragile items (glass, electronics, ceramics) should be wrapped in multiple layers of bubble wrap and separated from other items with dividers. Provide at least 5 cm of cushioning around the fragile item on all sides to the box walls. Items should not rattle when shaken—if you hear movement, add more filler.
1.3. Protection from Environmental Factors: The packaging should protect against moisture, dust, and moderate vibrations. If the item is water-sensitive (textiles, electronics), wrap it in a waterproof bag or film inside the box. If the item can leak (bottles of liquid, cosmetics), securely seal caps, wrap in plastic wrap or place in a separate polyethylene bag so any spill does not damage other contents. For bottles: wrap each bottle individually in bubble wrap, then place upright in a box filled with cushioning material.
1.4. Sealing (Tamper-Proofing) the Package: After closing the box, seal all edges and seams with strong packing tape. The box should not open under pressure or slight crushing. Apply tape in at least two layers over the central seam and on the end seams (using a “U” or “H” taping method). If using a kraft mailer, ensure it is securely sealed and the seams will not split. For brand-name or electronic items, consider using branded tape or shrink wrap to protect against moisture and unauthorized access.
1.5. Carrier Requirements: Packaging must meet the requirements of whichever carrier you use. For example, courier services may refuse a package if the packaging is visibly weak or contents protrude. Carriers like FedEx, DHL, and postal services publish their own packaging guidelines—refer to them. Do not use thin plastic bags as outer packaging (unless they are official mailer bags placed over a box); do not wrap a box in tarp or cloth instead of tape; do not leave sharp or protruding parts of the item exposed.
1.6. Fragile Item Labeling: If the item is fragile (glass, ceramics, electronics), affix “Fragile” stickers on several sides of the package or draw a visible symbol (a wine glass) to signal handlers to treat the package gently (though this does not guarantee care). Similarly, for liquids, use “This Side Up” arrows so the box is kept upright, and label “Liquid” if helpful. Note that while labels alert carriers, ultimate packaging strength remains the Seller’s responsibility—carriers are not liable for breakage if packaging is inadequate.
1.7. Specialized Packaging for Specific Products:
• Clothing and Textiles: May be sent in sturdy polyethylene mailers or polypropylene envelopes if the items will not crease (e.g., T-shirts, underwear). However, for higher-end garments (e.g., suits), use a box to prevent damage. Include a desiccant packet to protect against moisture.
• Footwear: Ideally ship in the original shoebox wrapped in protective wrap, then placed inside another box for added protection. Include a desiccant packet in each shoe.
• Books and Printed Materials: Heavy books should be packed in boxes, with voids filled with paper filler. When shipping multiple books, bundle them together with stretch wrap or rubber bands. Protect book corners with cardboard corner protectors to prevent crushing.
• Electronics and Appliances: If the product has a retail box, place that inside a larger cardboard box with cushioning to protect the retail box. Always wrap devices in bubble wrap; secure any accessories. Remove batteries if possible, or ensure the device is powered off to prevent activation during transit. Lithium-ion batteries must be shipped either installed in the device or in approved packaging per IATA regulations. Affix a “Contains Lithium Ion Battery” label. Prevent short circuits by insulating battery contacts.
• Items with Sharp Edges: Knives, tools, etc., should have sharp ends wrapped in multiple layers of cardboard and tape to prevent puncturing the box or injuring handlers.
• Liquids in Glass Containers: Wrap each bottle or jar in several layers of bubble wrap, especially around the neck. Ensure individual containers do not touch inside the box—use cardboard dividers. Place each wrapped container in a plastic bag to contain any leaks. Consider using foam inserts designed for bottles when shipping wine or spirits.
• Artwork, Canvases, Mirrors: Affix painter’s tape in a crisscross pattern over any glass surfaces to contain shards if broken, wrap in multiple layers of bubble wrap, then sandwich between two cardboard panels, all secured with stretch wrap or tape. Provide a foam “sandwich” at least 2 cm larger than the artwork on all sides. Label “Fragile – Glass.”
• Small Hazardous Items: (e.g., nail polish, aerosol cans) that are permitted for transport must comply with “Limited Quantity” rules. Typically, these require inner hermetic containers, absorbent material to contain spills, and strong outer packaging. Affix the “Limited Quantity” diamond label for ground transport. If unsure, do not ship until consulting the carrier.
1.8. Cleanliness and Presentation: Packaging must be clean and free of stains or odors. Do not use soiled boxes (e.g., produce crates with lingering smells). If reusing a box, remove all old labels—especially addresses, barcodes, and “Fragile” stickers from previous shipments—or obscuring them thoroughly. Ensure no debris remains inside. Well-presented packaging is part of good service: you may include a flyer or business card, but do not advertise direct contact information (remember platform rules forbid diverting customers off-site).
1.9. Eco-Friendly Options (Recommendation): Where possible, use environmentally friendly materials (e.g., paper-based filler, kraft tape) and avoid excessive packaging. However, safety is the priority—better to use extra bubble wrap than ship a broken item.
2.1. Shipping Label: Every package must display a clear label with the Buyer’s name, full address (including postal code and country), and phone number. These details are typically generated through the EXPRESS.MARKET system or the carrier’s interface. The Seller must affix the shipping label to the top surface of the box, ensuring barcodes are not obscured by tape (some scanners cannot read through shiny tape). If handwriting the label, print legibly in block letters. It’s advisable to include a duplicate label inside the box (a slip with the address)—if the outer label is damaged, the inner one helps identify the recipient.
2.2. Return Address: Every shipment must include the sender’s (Seller’s) address, either on the same label in smaller text or on a separate line labeled “From: …”. This is required so the package can be returned if undeliverable. If you prefer not to use your personal address, use a warehouse or office address. A return address is mandatory under postal regulations.
2.3. Stickers and Warnings: In addition to the address, affix all required handling labels: “Fragile,” “Do Not Stack,” “This Side Up,” or any hazard warnings as applicable. If the contents require special handling (e.g., batteries), include the appropriate label (as described above). Carriers often provide these stickers at drop-off points, or you can purchase them. Remember: labels alert handlers but do not replace the need for proper packaging!
2.4. Enclosed Documents: If local regulations require commercial invoices or packing lists inside the package, the Seller must include them. For shipments outside the EU, customs declarations (CN22/CN23) and invoices are required—but since EXPRESS.MARKET is primarily EU-focused, customs forms are generally not needed for intra-EU shipments. However, if shipping to special zones (e.g., Canary Islands), customs documents are necessary. The Seller is responsible for accurately completing these—listing item description, value, HS code, weight. The Operator may provide templates, but the Seller bears responsibility for correct information.
2.5. Weight and Dimensions: The Seller must accurately declare the package’s weight and dimensions when arranging shipment. Carriers base shipping fees on these parameters, and if the actual exceeds the declared, they may require an additional fee or return the package. Weigh the fully packed box on a reliable scale. Measure length, width, and height with a tape measure. Note that many carriers impose limits: for example, packages over 30 kg may incur higher fees or special handling, and lengths over 120 cm may incur surcharges. If your shipment exceeds these limits, inform the carrier or split into multiple packages.
2.6. Order Accuracy and Inspection Before Shipping: Before sealing the box, the Seller must verify that the contents match the order: correct SKUs, quantities, accessories, and any included manuals or promotional inserts. Mistakes in packing lead to returns, so pay close attention. Also ensure you are shipping to the correct recipient—the label must match the order. Mis-shipping to the wrong customer is highly undesirable.
2.7. Photographing the Package (Recommendation): To protect yourself, the Seller may photograph the product before packaging and then the sealed package before shipment. An image of the box with its labels serves as proof of condition at shipment. A photo of the product itself documents its state. These photos can be invaluable in disputes (e.g., a Buyer claims they received a damaged item, but the external packaging appeared intact). You can then use the photos when filing a claim with the carrier.
3.1. Shipment Timeline: The Seller must hand over the packaged order within the specified timeframe (see Offer conditions). Typically, this means within 1–2 business days of order confirmation. Do not delay: even if packaging is completed later in the day, drop off the box with the carrier as soon as possible. Ideally, boxes prepared in the morning should go out the same day; those ready in the evening can go out the next morning.
3.2. Carrier Selection: If the Buyer chose a specific shipping method or carrier, use that service. Do not substitute without approval (e.g., if the Buyer picked DHL but you send via regular post—that violates the agreement). Exceptions are made only for valid reasons (e.g., the chosen carrier refuses the contents, but another will accept). In that case, coordinate with the Buyer through messages and Customer Support.
3.3. Carrier-Specific Rules: Follow the guidelines of the selected carrier. For instance, postal services may require the sender’s presence at a drop-off point, while DHL may allow pickup scheduling. If the carrier has restrictions (e.g., postal service won’t accept packages over 20 kg), either split the shipment or choose a different carrier.
3.4. Insuring Shipments: We recommend insuring valuable items (declared value) for their full worth. Insurance is typically inexpensive, and if the package is lost or damaged, the carrier will reimburse up to the declared amount. Without insurance, compensation for lost/damaged goods under international conventions is minimal (based on weight, not value). The Operator may require that high-value shipments (over €100) always be insured—if instituted, follow this requirement.
3.5. Handover Procedure: When handing off a package to the post office or courier, obtain a receipt or waybill with the tracking number. Enter this tracking number into the EXPRESS.MARKET order system (in the tracking field). This allows the Buyer to track the shipment and the Operator to monitor delivery. If integration is available, the number may auto-populate, but always verify. Packages without tracking are not permitted (except possibly for very low-value items—but we strive to track everything).
3.6. Communication: After shipment, monitor the delivery status. If you notice delays (e.g., held at customs, incorrect address), proactively contact the carrier to clarify, and relay updates to the Buyer (via messages). The Seller is ultimately responsible for ensuring the item reaches the Buyer. While the carrier bears physical responsibility, the Seller must remain proactive.
3.7. Delivery Issues: If the package is lost or arrives damaged, immediately notify the Operator and file a claim with the carrier (they often have a 7–14 day claim window from the expected delivery date—do not wait). Provide all documentation—photos, weight, packaging details. The carrier’s claim is initiated by the sender (Seller), who is then responsible for reimbursing the Buyer.
3.8. Returns and Undelivered Packages: If the package is returned to sender (e.g., undeliverable due to an error or carrier issue), determine the cause and attempt to re-ship. If the return is due to Buyer error (e.g., failure to pick up on time), discuss re-shipment costs with the Buyer and arrange accordingly. In all cases, inform the Operator of returns.
4.1. Cross-Border Shipping within the EU: The Seller must remember that, although there are no customs checks within the EU, excise goods (alcohol, tobacco, fuel) still require proper documentation (as mentioned elsewhere). Do not ship excise items without ensuring compliance. Additionally, some carriers may request the sender’s EORI number for certain goods—if you are a company, you must have one.
4.2. Shipments to Islands and Outlying Regions: If sending, for example, from mainland Spain to the Canary Islands or mainland France to Réunion, customs declarations (CN22) may be required since those regions have different VAT rules. Complete and include these forms. For typical intra-EU shipments, no customs forms are needed, but be aware of special zones (e.g., Canary Islands).
4.3. Label Language: If a package goes to another EU country, “Fragile” is generally understood, but you can duplicate in the local language if possible. Most importantly, address labels must use the Latin alphabet in an international format.
4.4. Delivery Timeframes: Cross-border shipments usually take longer than domestic ones. The Seller should set realistic delivery estimates when listing (e.g., 3–7 days instead of 1–3) and choose an appropriate service level (air vs. ground) to meet those timelines.
Note: This section will be updated as EXPRESS.MARKET integrates with specific courier partners.
5.1. EXPRESS.MARKET may offer Sellers access to negotiated rates with certain carriers. In such cases, detailed partner and pricing information will be provided separately. Regardless of partner rates, packaging standards remain unchanged and must be followed.
5.2. If we provide Sellers the ability to generate shipping labels via our interface, use this feature to simplify tracking. If not, enter tracking numbers manually.
5.3. Recommended Carriers: (Example) For domestic shipments: DPD, GLS, DHL Parcel; for international shipments: DHL Express, UPS, FedEx; for economy options: national posts like PostNL, Deutsche Post, La Poste (as registered mail). Choose the carrier based on weight and dimensions. Oversized items (e.g., televisions) are best shipped via a carrier offering specialized handling (e.g., DHL, UPS).
6.1. Seller’s Liability: Until the item is delivered to the Buyer (receipt confirmed), the Seller bears the risk of accidental loss or damage. If the item is damaged due to inadequate packaging, the Seller is responsible. If the carrier loses or damages the shipment, the Seller is responsible toward the Buyer (refund or replacement) and then may claim compensation from the carrier. We strongly recommend insuring high-value shipments as noted above.
6.2. Packaging Quality Control: The Operator reserves the right to randomly inspect Seller packaging (e.g., via mystery shopping or analyzing returns and complaints). If the Seller is found to be consistently under-packaging items, a warning will be issued. Repeated issues may result in penalties, suspension of account, or removal of selling privileges. This is essential to maintain the platform’s reputation: Buyers should not receive broken or crushed items.
6.3. Carrier Standards: In disputes over whether damage resulted from the Seller or the carrier, packaging adequacy is often the decisive factor. Carriers like FedEx provide guidelines on what constitutes proper packaging—this document incorporates those guidelines. If you follow the guidelines and damage still occurs, you have a stronger case for carrier compensation. If not, you risk the carrier denying the claim. Therefore, follow these requirements carefully to protect yourself.
6.4. Updates to Requirements: This document may be updated as needed (e.g., new standards, new services). Sellers should periodically review these requirements. The Operator will announce any significant updates (e.g., if a specific box type becomes mandatory for certain categories).
6.5. Seller Support: If you are unsure how to pack an unusual item, contact us. We can advise or connect you with a packaging solutions partner. It is better to ask questions upfront than face issues later.
7.1. Situations such as severe weather, carrier strikes, or pandemics may significantly delay or complicate delivery. The Operator will keep Sellers informed of such events and suggest alternative solutions (e.g., switching carriers).
7.2. Sellers should notify Buyers if a force majeure situation arises (e.g., “Delivery in your area is delayed due to flooding”). Buyers appreciate transparency.
7.3. During force majeure, the Operator may extend promised delivery windows or waive late-delivery penalties if delays are beyond the Seller’s control. However, the Seller must inform the Operator promptly so we understand the cause of delays.
Proper packaging and logistics are key to satisfied Buyers and successful sales. Adhering to these requirements reduces damaged returns, lowers compensation costs, and improves your reputation as a reliable Seller. EXPRESS.MARKET is committed to ensuring safe and timely deliveries—this is our shared goal. Thank you for paying attention to packaging details for your products.
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