In June 2026, we made some internal adjustments to how shipping is handled. As part of this, we now work more closely with local shipping carriers in your customers' regions, in addition to our existing carrier partners. This change is designed to make deliveries faster and more reliable for your end customers.
To make sure both you and, more importantly, your customers get the best possible shipping experience, we recommend collecting the customer's phone number as a mandatory field at your checkout.
What has changed?
- As of June 2026, we've adjusted how shipments are routed, working more closely with local shipping carriers to speed up delivery.
- Local carriers frequently use the recipient's phone number to coordinate delivery — for example, to send delivery notifications, arrange redelivery, or resolve address issues quickly.
- Without a phone number, carriers may not be able to reach your customer if something goes wrong during delivery, which can lead to delays.
Where the phone number really matters
Not every market needs one. Rather than asking you to collect a number everywhere, we've grouped destinations into three tiers.
Tier 1 — Make it mandatory
In these markets the last-mile carrier needs to contact the recipient as a normal part of delivery. We recommend making the phone field mandatory in your checkout so an order can't be placed without it.
| Destination | Why |
|---|---|
| Sweden | PostNord delivers contact-first |
| Denmark | PostNord delivers contact-first |
| Poland | InPost sends the locker code by SMS |
| Spain | PAACK schedules the delivery slot by phone |
| France | Colis Privé driver contact |
| Italy | GLS driver contact |
| All Express (UPS) orders — every destination | Time-definite service; the driver makes contact |
Express is the one to watch: it applies to every country, including the ones listed further down as optional. If you offer Express shipping, treat the phone number as mandatory across the board.
Tier 2 — Ask prominently, but don't block
Here the number solves real problems, but a missing one won't stop the delivery. Ask for it clearly and explain why — a short line like "your carrier may need this to deliver your parcel" is enough — but leave the field optional.
| Destination | Why |
|---|---|
| Switzerland | Customs — the broker may need to reach the recipient |
| United Kingdom | Customs — same |
| Norway | Bring sends the pickup code by SMS |
| Finland | Posti sends the pickup code by SMS |
| Czechia, Slovakia, Hungary, Bulgaria | Packeta sends the pickup code by SMS |
| Romania | Cargus |
| Estonia, Latvia, Lithuania, Croatia, Slovenia | Pickup-point networks |
Tier 3 — Leave it optional, no nudging
In these markets the last-mile carrier doesn't phone the recipient at all. Asking for a number adds friction to your checkout without improving delivery, so there's no reason to push for it.
| Destination | Why |
|---|---|
| Germany | DHL does not phone the recipient |
| Austria | DPD Austria does not phone the recipient |
| Netherlands, Belgium, Luxembourg | PostNL does not phone the recipient |
| Ireland | No contact-based last mile |
What should I do?
Make sure your checkout process on connected platforms collects the customer's phone number, and consider making it a mandatory field.