Frequent questions for delivering and picking up parcels in Citibox

Once you have registered you can buy in any online shop as usual.

We recommend that you include "Citibox mailboxes" as part of your regular address details, as in this example:

"Raul Happy Happy 

C/Rio, 1 3ºB (Boxes Citibox)

28000 - Madrid"

How about...? If you have any doubts or suggestions, please write to our e-mail address serviceclient@citibox.com  so that we can deal with your query individually.

Once the Citibox Smart Mailboxes have been installed in the community download the Citibox application from Google Play or Apple's App Store and follow the steps, it won't take you more than 3 minutes:

- Open the application. - Click on "Create Account".
- Accept the Terms of Use by clicking the "Next" button.
- Enter your address and postal code, then click the "Next" button.
- Write your name, it is very important that you put your full name, as you put it when you make your purchases. The field "Name" does not allow punctuation, if your name is composed you can put it with a space.
- Next, you will be asked to enter your email and telephone number.
- You will receive an SMS with a verification code, to check that your phone is correct.
- Finally, enter a numerical password. This will be your password to log in to the application.

You can now start collecting your online purchases from the Citibox smart boxes!

If you have any questions or suggestions, please contact us by email serviceclient@citibox.com  so that we can deal with your query individually.

Once the courier has left your online purchase in the Citibox you will automatically receive a notice that you have a package waiting. At the moment you want to pick it up in the application you will be able to see which mailbox it is in and what the unique access key is.

It may happen that the first time you have not yet registered with Citibox. Once we have installed the mailboxes in the community, our aim is to make the new service known to all the neighbours. However, there may be some cases in which the communication has not arrived or may have gone unnoticed. In this case there is no problem as registration will take no more than 3 minutes, and the use of the service for the neighbours and the community is free.

Once the application has been downloaded and the registration has been completed, as many packages as you wish can be collected with the appropriate privacy and security measures. Citibox intelligent mailboxes make contactless delivery between the courier and the neighbour possible.

If you have any questions despite this information, please write to our email serviceclient@citibox.com  so that we can deal with them individually.

The Citibox application, available in Google Play and the Apple App Store, provides alternatives in case of finding a problem when picking up an order, and includes a help section, support, with some recommendations or tips.

Once the collection process has started and the screen shows the opening code, at the bottom there is a "Something has happened" button. If you press it, it will give you 3 possible options:

- The door has not been opened and....
I heard the lock move
I heard 3 beeps
- The door has been opened but...
It has been closed
- None of the above
Contact our team

Select the option that is closest to you and follow the steps. If despite these indications you finally cannot open the mailbox, the order will remain in the mailbox with the status "Error" until we can solve it through the contact options with customer service.

If the order appears as being picked up in the Citibox application and you have not been able to open the mailbox, please write to us at  serviceclient@citibox.com  , indicating your name and telephone number associated with Citibox, and we will attend to you as soon as possible. We normally respond within 24 business hours.

Normally packages delivered to Citibox smart boxes are being picked up within 24/48 hours of the notice being sent. Your package can be in the mailbox for up to 4 calendar days. On the 5th day the process of not collecting will start and finally the courier will remove the package from the mailbox to return it to the origin.

If you are on holiday or need more days to collect your order, don't worry. Please write to serviceclient@citibox.com  indicating the day you are going to pick it up, we will extend the custody period at Citibox and thus prevent the courier from picking it up.

We give you a period of 4 calendar days to collect your order at Citibox because the legal period to make a claim to the courier companies is 7 days. Please note that when an order is delivered to Citibox the delivery has been confirmed by the courier company.

Remember that all the orders that enter the Citibox mailboxes are insured against vandalism or damage that may occur due to water or other elements.

Our mailboxes are universal, they are delivering packages couriers of any of the courier companies operating in Spain from MRW or SEUR through Amazon Logistics. In most cases we have reached agreements with them and in the rest of the cases we are working. The only courier company that does not deliver autonomously to Citibox intelligent mailboxes is Correos, however we have reached the first agreement with them, specifically with their subsidiary Correos Express.

Any courier from any courier company has three ways of being able to leave parcels in the mailboxes:

- Through the web by accessing the following address citibox.app.

- You can use the Citibox smart boxes through the Citibox app for messengers for Android phones.

- Finally, in some cases we have integrated our systems so that you can access Citibox mailboxes through your own PDA or work tool.

If you have any questions, please contact us at  serviceclient@citibox.com  so that we can take an interest in your particular situation. Through the application you have the telephone number where you can speak directly with us. 

The Citibox Messengers application is currently available for Android only on Google Play. To be able to install the app you only need 11 M free space and a version of Android 5.0 or higher.

In addition, if you do not want to install the application or if you have an iPhone mobile, you can use the citibox.app website where we will guide you step by step so that you can deliver it on the first try.

From Citibox we also offer you a personalised attention service to solve any doubt or question. You can contact us by e-mail at serviceclient@citibox.com , or talk to us on the direct telephone number you will find in the Citibox Messengers application, where we will attend to you immediately.

Here are the steps for delivering a package to Citibox mailboxes with the Citibox Messengers for Android application. The application will indicate the steps once you have registered and they are the following

1. Scan the QR code or enter a code from any mailbox so that the application knows where you are.

2. Scan the package (don't forget to scan it for your PDA)

3. Enter the name of the recipient and select the user from the list.

4. The application will provide you with a mailbox number and the password with which you can open it.

5. Deliver the package, make sure that the door is properly closed and receive the delivery receipt.

Alternatively, if you do not want to download the application or if you have an iPhone mobile phone, you can make the delivery through the citibox.app website, where we will indicate the steps to follow.

If, despite these steps, you have any doubts, please contact us by e-mail at  serviceclient@citibox.com  so that we can resolve them. Or, through the Citibox Messengers application you have the telephone number where you can speak directly with us.

Yes, you can continue to deliver the packages to our mailboxes installed in the community. If you do not want to install the application or you have an iPhone mobile phone, you can use the citibox.app website where we will tell you the steps to follow in order to deliver the application on the first try.

Citibox also offers a personalised service to resolve any questions you may have. You can contact us by e-mail at atencionalcliente@citibox.com, or by using the telephone number you can find in the Citibox Messengers application, where we will attend to you directly in the event of any incident.

When you make the delivery through the  Citibox Messengers  application we will send you a Proof of Delivery with the order information. Valid as a signature and ID card. Additionally, in the application you will find a list of all the receipts in chronological order.

If the delivery is made from the website  www.citibox.app  you only need to enter your phone number so no proof of delivery is sent by email.

Once the delivery has been made, we will notify the recipient by means of a message to the mobile phone.

Citibox also offers a personalised service to resolve any doubts or questions. You can contact us by email at  serviceclient@citibox.com  to resolve it, or through the Citibox Messengers application where you can find the telephone number to talk to us directly.