Receiving a parcel at home might seem simple, but in Spain it is increasingly common for couriers not to deliver orders directly to the doorstep. Instead, they may leave the parcel in the lift, on the street, or even with a neighbour.
This situation raises frequent questions among consumers: is it legal for couriers not to bring the parcel to our door? Do these protocols depend on each delivery company? In 2025, understanding the legal obligations of transport companies is key to ensuring our rights as customers.
To answer these questions, it is worth examining in detail the current legislation and the specific terms of the main companies operating in Spain.
Postal and Transport Regulations in Spain
The main legal basis for postal deliveries is Law 43/2010 on the Universal Postal Service, which remains in force and regulates essential aspects of parcel distribution. Article 24, referring to delivery and distribution conditions, stipulates that the service must deliver to the address indicated on the parcel.
Furthermore, the addressee is entitled to receive the delivery, although it also allows a previously authorised person – such as a neighbour or relative – to accept it. However, without explicit authorisation, this is not permitted.
At the same time, private courier companies are governed by Law 15/2009 on the Overland Transport of Goods (LCTTM). According to Article 33, the carrier must deliver the goods at the agreed place and within the agreed time. If no time limit has been set, delivery must be made within a reasonable period, taking specific circumstances into account.
This legislation also allows that, in the absence of – or in response to – special instructions from the sender or recipient, companies may claim financial compensation as set out in Article 36. For instance, if the courier must carry a parcel up to a flat without a lift or under special delivery conditions.
Practices and conditions of the most common delivery companies
Although the law establishes the general framework, courier companies apply specific terms that determine how deliveries are carried out and what happens when there are difficulties.
Correos Express, for example, states in its terms that if the weight, size, or characteristics of a building prevent direct delivery, it will attempt to leave the parcel at street level or at a local branch, always after notifying the recipient. It may also charge the sender additional fees resulting from such difficulties.
DHL provides slightly different information, which in some cases conflicts with postal law: it may deliver a parcel to a neighbour without prior authorisation, and if delivery is not possible, it stores the parcel at a collection point for 10 calendar days. If the parcel’s size or characteristics make home delivery impossible, it will be delivered to street level.
Companies such as GLS apply variable criteria depending on the contracted service and their internal policies. Meanwhile, FedEx clarifies that it is not obliged to deliver the parcel in person and may leave it with someone who appears authorised to accept it on behalf of the recipient.
For its part, MRW maintains a notification protocol for the sender when delivery issues arise, allowing up to 15 days to provide instructions on what to do with the parcel, with any extra costs charged to the sender.
Seur is quite clear that it makes two delivery attempts, except in special cases, and that parcels which are too heavy or bulky to handle easily may be delivered to the local depot or to street level. It also applies a surcharge of €52.38 for services outside the standard collection and delivery options.
Finally, platforms such as Packlink and major retailers like Mercadona confirm that door-to-door service is the norm, but this does not mean that couriers are required to carry parcels up flights of stairs in buildings without lifts. They generally set a delivery limit up to the 4th or 5th floor, depending on the building.