Help & support
Who are the couriers?
Couriers are independent professionals connected to our platform. Together with a smartphone and their own vehicle, they're eager to help you with your tasks as quickly and effectively as possible.
Do you want to be a courier? Great! Just fill out the form in this link glovoapp.com/en/glovers.
How do I place an order?
Ordering your first glovo is really easy. Just follow these steps:
(1) Go to the "Manage payment methods" section in your profile and add a debit/credit card.
(2) Go back to the main screen and set the delivery address. Remember to choose the correct city from the drop-down menu.
If you have a promo code, don't forget to validate it in your profile before ordering.
Now you have 3 options:
(1) Buy something: from a restaurant or store. Choose from any of our partners in any of the categories.
(2) Send something: with just a pick-up point and destination, you can use a courier to send anything.
(3) Ask for something (Anything): describe anything you need and Glovo will try to make it happen!
Follow the steps required for each option and once you’re finished, a courier will accept your order and deliver it in minutes.
If you need to add more than one delivery address, you'll need to place the order on our website, glovoapp.com.
How much does delivery cost?
The price of our service is optimised by distance, so the closer it is, the cheaper it is.
If you use the "Courier” or "Anything” category, the app calculates the distance between the pick-up point and delivery address, and only shows the total delivery cost.
For "Anything” orders, once the courier has bought the item, you’ll know the total cost of the service.
If you’re ordering from one of the stores available on the app, you can see the item’s price beforehand. There will be a pre-established delivery cost depending on our agreement with the store in question, which you can see by clicking on the store. So before you confirm the order, you’ll know the total cost of the service.
Occasionally, the price of the product may differ to what is shown on the app. If the price difference is less than 30%, Glovo will automatically proceed to buy the products for you. You'll be able to see the updated price once the courier uploads the receipt of the purchase.
However, if the difference in price is over 30%, the courier will contact you to ask if you’d still like to proceed with the purchase. (For night deliveries, there might be an extra service charge applied to each item’s price. The amount applied depends on the city and store, and you’ll see this surcharge when you’re at the checkout stage in the app.)
Is Glovo available in my neighborhood?
Glovo is already available in more than 20 countries operating in over 140 cities. Check all coverage areas on our map: glovoapp.com/en/map/.
When is Glovo open?
Many cities in which Glovo operates offer a 24/7 service. However, all stores have their own schedule so they might be closed despite Glovo being available. To guide you, open stores have a full colour picture whereas closed ones are in gray.
How do I schedule an order and change details of my scheduled order?
Scheduling orders has never been easier! You can schedule your order and choose when you want it delivered, so that you receive it whenever is best for you!
If you want to change details of your scheduled order or simply want to cancel it, you'll need to go to your scheduled order and click on "Cancel order". You won't be charged for cancelling. Once the order is cancelled, place a new one with your required items and delivery details.
What can I order?
You can buy and receive products as well as send deliveries or express messages within your city. Want us to go to the pharmacy for you? Need to buy a pair of shoes? Want something to eat? Need to ship a package? Forgot your keys...again?
We mean it: Anything you want, delivered in minutes.
What type of vehicles do couriers use for delivery? How big can my orders be?
Our couriers use motorcycles or bikes so they can carry whatever you want, as long as it’s under 9 kg in weight (3-4 shopping bags in volume) and fits in a box sized 40x40x30 cm. Glovo is happy to transport anything you need bearing these dimensions in mind.
Do you transport animals?
While we'd love to deliver your beloved cat or newt, this isn't something we offer at the moment. Maybe someday in the future...
I want to return a product. What do I do?
We connect your orders to couriers; they make the purchase in your name, so you continue being the purchaser and final user. Any returns or complaints about products should be made directly to the establishment. (Except for, in the specific case of orders placed on the Platform through the drop-down menu of McDonald’s products, the customer should contact Glovo directly.)
What is Glovo?
Glovo helps you get products in your city in minutes - just tell us what you want, where you want it, and we'll deliver it.
What kind of products? Chargers, smoothies, groceries, food from your favourite restaurant…
Any weird and wonderful thing you can think of! Anything in your city, delivered in minutes.
How do I find what I want?
At the top of your screen, there's a search bar that lets you find any product or establishment in your city.
How do I become a Glovo Prime member?
We’re very happy to hear you want to join our Prime program! To do so and enjoy all its advantages, you just need to access your profile in the Glovo Prime space and click on “subscribe and pay”.
What's Glovo Prime, and what are its benefits?
Glovo Prime is a subscription service that means you get FREE deliveries for selected stores, and enjoy exclusive promotions. The stores that are included in your Prime selection might change depending on your location. The subscription reactivates continuously each month until you cancel your membership. There's no commitment; you can unsubscribe at any time. (Only valid in the country where you first sign up for Glovo Prime.)
How do I unsubscribe from the Glovo Newsletter?
We’re sad to hear you don’t want to continue receiving our messages. If you don't want to receive our newsletter anymore, you just need to click on the link at the bottom of any of our newsletter emails.
How do I change my phone number?
You can change your contact number on your profile details. Once updated, you'll receive a verification code. When confirmed, your phone number will be changed immediately. In case you did not receive the confirmation code, please contact us through the following path: Not related to an order > Verify my identity > Verify my phone number.
How do I change my email address?
You can change the email address associated with your account on your profile details. Once updated, you’ll receive a verification alert. When confirmed, the new email will be changed immediately.
How do I change my password?
You can change the password associated with your account on your profile details. Once updated, you’ll receive a notification alert. When confirmed, the new password will be changed immediately.
I cannot log in to my account. What can I do?
In case you have lost access to the email address associated with your Glovo account, you will need to create a new user account with a different email address that is not already active on our platform.
If you have lost access to the phone number associated with your Glovo account, please follow the steps below:
- Once you log in, in order to verify your identity, a verification code will be sent to your phone number via SMS.
- Fail the verification attempt 3 times and click on the option “Contact Support”. This will open a chat with Customer Support.
- Ask Customer Support to let you change your phone number associated with your Glovo account. One of our agents will guide you on the next steps.
How do I change my payment method?
You can change your preferred payment method on your profile details. There, you can add or remove cards. Once updated, it will immediately be changed so that you can continue ordering Glovos.
Why should I use Glovo?
Do you feel like your favorite food? No time for running errands? Are you at a party at a friend's and short of ice? Just ask for whatever you want and we’ll deliver it to wherever you want. From food to groceries, items from the pharmacy, presents or snacks, Glovo delivers anything in your city... You ask, we deliver!
You can download our App for both tablets and smartphones on iOS devices (at App Store) and Android devices (Play Store).
For optimal service, please, allow the App to access your location and send you notifications.
If you still haven't downloaded the App, don't worry, you can also order at glovoapp.com.
Methods of payment and incidents
When will my order arrive?
As long as you have an assigned courier, you can follow your order in real time and communicate with the courier if you have any questions.
If you don't have an assigned courier, your order remains in the system pending allocation. If large delays are anticipated, we will notify you of this with a yellow message at the top of the app. If a courier hasn't been assigned to your order and you'd like to cancel, you can do this yourself from your current order at no extra cost.
There are missing or incorrect products in the order.
If you received an incomplete or incorrect order, please go to your profile on the app and click ‘Help’. We'll get back to you with a resolution as soon as possible.
The order has arrived in poor condition.
If your order arrived in poor condition, please go to your profile on the app and click ‘Help’. We'll get back to you with a resolution as soon as possible.
I want to cancel my order. Will I be charged for cancellation?
You can cancel orders but cancellation fees may apply.
For food related orders, you'll be charged an amount depending on the following factors.
(1) If the store has already accepted and started to prepare your order, you'll be charged the price of the products.
(2) If a courier has already been assigned to your order, you'll be charged a cancellation fee.
(3) If the store has already accepted and started to prepare your order, and a courier has been assigned to deliver it, you'll be charged the price of the products and a cancellation fee.
(4) If the courier reaches the delivery area and finalises the order, you'll be charged the price of the products and the delivery fee. Please bear in mind, food related orders cannot be returned.
For non-food related orders, you can cancel an order free of charge, up until a courier accepts your request. However, if you cancel after a courier has been assigned to your order, you'll be charged the total cost of the basic delivery service. If a courier has already picked up the order or is couriering at the time of cancellation, you can ask the courier if it's possible to return the product. If this happens, you'll still have to pay the full price of the products and delivery fee, as well as the cost of the return service. If the courier is able to return the product, the value of the product will be refunded back to you. To clarify: you'll be charged for the total cost of the delivery service, including the cost of the product and delivery fee, and the return service.
What if I just want to modify my order?
If you want to change your order, you just have to contact your courier. From the moment a courier accepts your order, you can contact each other by phone to answer any queries that may arise.
I didn’t order this. What do I do?
Is the product not exactly what you expected? Please let our Customer Services team know, as we'd like to avoid situations like this in the future. However, any returns or complaints about products should be made directly to the establishment, without the involvement of couriers or Glovo. Notwithstanding the foregoing: in the specific case of orders placed on the Platform through the drop-down menu of McDonald's products, the customer should contact Glovo directly.
What type of payment cards do you accept?
We accept Visa, MasterCard, and American Express.
What are the payment method options?
Glovo is currently operating with different payment methods depending on the country. You will see the methods available in your country when placing an order and will be able to choose from the drop-down menu. When card payments are enabled, we accept credit or debit cards, including Visa, Mastercard or American Express. When cash payments are enabled, we only accept local currency.
Is it safe to add my debit/credit card?
Our payment system through the app is completely safe. To further ensure your security, we avoid storing any banking data. We use the same payment platform that companies like Twitter, Shopify or Instacart use.
How do I request an invoice?
If you need an invoice for your products, please contact the store directly.
If you want to receive invoices for Glovo services, you just need to fill in the invoicing data fields you can find in your profile within the App. If you have any issues or need more information, you can contact customer service.
If you want to stop receiving invoices, you then need to click on "Delete data and stop receiving invoices" on the same profile page.
Why have I been asked to verify my identity?
We’re committed to ensuring our platform is trustworthy and safe for you and all our Glovo members. That’s why, if any unfamiliar action is detected, our agents might ask you for some proof of identity. If this happens, you’ll need to attach the documents we request in order to continue using your Glovo account.
Safety is crucial for us so please, don’t share your account or payment details with anyone who isn’t an internal Glovo collaborator. We would also like to remind you of the importance of having different passwords for each platform you use.
If you suspect someone is using your credit/debit card on our platform without your consent, please contact us immediately through the contact form and take the necessary legal actions with your bank and the authorities.
How can I redeem my promo code?
Within your profile, you'll see a section called 'Promo Codes'. Just enter the code* to activate it and you'll be able to enjoy the discount.
*The validity and expiration of the code may be subject to changes without prior notice on the part of Glovo, according to requirements of promotional campaigns.
Should I tip my courier?
Up to you! If you think they deserve it, why not? Couriers are free to accept or decline tips, but they should never ask for it.
What is the product fee?
The product fee is the management commission that we apply on the product cost.
How do I check the details of my promo code / balance?
If you were granted a free delivery or credit balance and want to check the amount or don't know how to use it, you can find all the information in the "Promo codes" area on your profile. Your promo codes will apply by default when you order your next Glovo. All unused credit after placing one order will be saved for your next order.
If you were granted a special promo code* from a store or advert, you can add it on the same promo code profile page and it will automatically apply to your next order.
*Bear in mind that these promo codes are subject to specific conditions and might expire.
Why is there a pending charge on my account and when does it get released?
An 'authorisation amount' is the temporary hold you'll see on some of your funds, which may appear next to your actual payments (depending on your bank). It’s how Glovo guarantees that there are available funds to pay for the order. Here are the possible scenarios after an authorisation has been made: (1) If the order has been completed successfully, we ‘capture’ the authorisation, meaning it becomes a charge and the funds are transferred from your account to Glovo (2) If the final amount is lower than the authorisation (e.g. some products were missing), we capture only what was owed for the order, meaning a part of the authorisation will be released back to your account. (3) If the final amount is higher, we’ll release the authorisation immediately and attempt to capture another payment with the correct final amount. In most cases, the hold will be cleared and funds released back to your bank account almost instantly. However, with some banks, this may take a few business days, depending on their policy. For specific information on your statements, please contact your bank directly
Who is a party to contracts for the provision of electronic services in the use of the GLOVO Platform with consumers from Poland?
The party to the contracts concluded with Polish consumers is:
Restaurant Partner Polska sp. z o.o. with headquarters in Lodz (90-361), ul. Piotrkowska 276, entered in the Register of Entrepreneurs of the National Court Register by the District Court for Lodz - Srodmiescie in Lodz, XX Commercial Division of the National Court Register under the number KRS 0000340368, NIP 7252012779, REGON: 100768531 with share capital: PLN 37 156 750,00
Can the User receive access to the chat history conducted as part of the GLOVO platform or application and how?
The user may at any time obtain the history of each chat conducted via the Glovo platform or application.
The chat history can be made available after contacting an agent through the correct reason: "Right of restriction" (Help > Policies > Right of restriction). After the correct reason is selected, an agent will attend the conversation and provide the requested information.