Homerr is an independent social pick-up and drop-off network of neighbours and local small businesses where you can hand in your parcel or have it delivered directly. Currently, Homerr operates in the Netherlands and Belgium.
A SocialPoint is an individual who is at home a lot and makes themselves available via our platform to accept parcels for their neighbours, so you don’t have to stay home!
A ServicePoint is a local small business that can process your parcels for you. This could be a bakery, petrol station or supermarket in your neighbourhood.
You can reach us via the phone number in the app, the feedback feature in the app or send an email to hallo@homerr.com. We are available Monday through Friday from 9:30 am to 5:30 pm.
First of all, a new Homerr must be at least 18 years old and liveon the ground floor (it is not possible to become a Homerr in a block of flats). You must also meet our conditions regarding opening hours based on your role as a SocialPoint or ServicePoint.
The distance to the closest
HomerrPoint and and the amount of space in the building will be taken into account,
as will the number of parcels processed in your area. It is not our intention that HomerrPoints compete with each other for parcels. Sustainability is a very important factor for us. We will only connect you if it has a positive effect on CO2 savings.
SocialPoint
We ask that our SocialPoints are open at least 5 days a week and for at least 4 consecutive hours per day. The busiest hours at SocialPoints are between 5 pm and 6 pm, so your opening hours must include this period. One working day can be exchanged for 4 consecutive hours on a Saturday. In that case, you don’t need to guarantee your availability between 5 pm and 6 pm.
ServicePoint
We require our ServicePoints to be open at least 5 days a week and for at least 8 consecutive hours per day.
PLEASE NOTE: It is not possible to change your courier hours. Our couriers have a fixed route and drive it as efficiently as they can. It is possible, however, to make arrangements with your courier personally.
Signing up is easy. Go to the website www.homerr.com/contact and fill out the contact form. We will process your application and contact you within 14 days to see if your location meets our requirements as a new HomerrPoint.
PLEASE NOTE: If your location meets the requirements, you will attend a 30-minute online training session with one of our Onboarding Agents. You cannot become a Homerr without completing this training. During this training we will discuss how the app works, how to manage everything within the app, when you will receive the necessary materials and when you will get started.
PLEASE NOTE: After you have started, we expect you to stay in our network for a minimum of 3 months in order to experience the whole process and all aspects of being a Homerr.
After the online training is finished, new Homerrs start the following week on Friday. From that time, you’re visible on the map.
You can create an account using the Homerr app. First, download the app from the Play Store (Android) or App Store (iOS). When you open the app, click on the option ‘I do not have an account yet’. Then fill in all the details. Under ‘Verification’, you must add one picture of your ID and one picture of where the parcels will be placed. Your account is successfully created when you see the ‘Courier & Customer’ page.
NOTE: Don't forget to fill in your bank information! At the bottom of the app you have the 'account' button. Here you can enter and save your bank information under 'edit' at the top right. This is important because of course you want to be reimbursed for the packages you have processed.
With Homerr, it’s all quite simple. The app first distinguishes between customer and courier and then between delivery and collection. The following steps are also explained in the videos on https://www.homerr.com/trainingen
Customer drop-off
Step 1: In the Homerr app, click on "customer" and then "come to bring. Scan the QR code or the code on the customer's return form.
Step 2: Stick a Homerr QR code sticker on the package and scan it as well. And give the shipping receipt with the corresponding code to the customer.
Step 3: On the first package, you get a notification that a bag code has not yet been scanned. Scan a tie-wrap and keep it with the bag. If a bag is already registered, indicate if the package fits in it. Click on to 'Whoohoo', the customer will receive a track & trace via email.
When the bag is full, indicate this in the app (while scanning a parcel), scan a new tie-wrap and put the parcel in a new bag. It’s simple!
Customer pick-up
Step 1: Ask for the pickup code from the customer and scan it at 'customer' and then 'comes to pick up'. If the customer does not have a pickup code, you can also find the package in your orders by the customer's name. Then click on 'scan this package out for the customer' at the bottom of the screen. Note: In this case it is still mandatory to ask for ID proof from the addressee for verification.
Step 2: Locate the package, scan the QR code sticker.
Step 3: Click further until the 'Whoohoo!' screen appears.
IMPORTANT: In order to avoid confusion and theft, customers are not allowed to search for or take their own parcels.
Courier drop-off
Step 1: Unpack the bag when the courier comes to deliver it, you do not need to scan this bag yourself.
Step 2: Open the app and click on 'courier' and then 'comes to deliver'. Scan all packages individually. You can scan them sequentially, a counter will appear at the bottom of the screen showing the total number of packages that our system says are in the bag.
Step 3: Click continue until the "Whoohoo!" screen appears. If you do not have all of the packets in the bag according to our system, you must report them absent before you can click through to the 'Whoohoo!' screen. Should you find a package later you can still scan it as normal via 'courier comes to deliver'.
Courier pick-up
Step 1: Close the bag firmly with the appropriate tie-wrap. In the Homerr app, click on ‘Courier’ and then ‘Picking up’.
Step 2: Scan the bag with the corresponding tie-wrap. Do not do this until the courier arrives.
Step 3: Write down the name of the courier and have them sign in the Homerr app. Click on ‘Continue’.
Vinted(France)
When a customer sends a package from Vinted to France, the customer must print out the label himself and stick it on the package. This label is needed by our logistics partner of Vinted in France. Vinted also informs their customers about this, but it is good to pay attention to this. Just look for the QR code with the Homerr logo and scan it. A Homerr QR code sticker should never be scanned and placed on the package. Next, scan the large VintedGo QR code on the center of the label.
We give our customers a total of 14 days to pick up their package from you. If they do not do so within this period, return the package. A red clock will automatically appear next to the package. If a package is misdelivered you will see a red box. In either case, follow the steps below.
Step 1:
A red symbol will automatically appear under 'orders'. Click on ''orders''. You will find this button at the bottom left of your screen.
Step 2:
Go to 'for the customer'. Click on the red symbol next to the package code and indicate that you want to return it.
Step 3:
Scan the QR code on the package. Put the package in the bag if a bag is still open or open a new one and scan a new tie-wrap. Always continue until you see the "Whoohoo" screen!
Please note that only if the above instructions are carried out correctly will you receive the reimbursement.
If you have any questions about this, please watch the videos at:https://www.homerr.com/trainingen
You scan the QR code of the package at 'customer' and 'come pick up' and indicate at the top of the screen that the customer refuses the package. The package ends up with a red symbol in your 'orders'. You return the package in the same way as described in 3.4.
Note that the package will now show up under the seller's name in the app and no longer under the buyer's name.
Adjusting your opening hours is very easy. At the bottom of your screen press 'Account'. Click on the top option 'Opening hours'. Here you can adjust your times.
Note: After you change your opening hours, they must first be approved by us. So your opening hours have not changed automatically. This means that they must still meet the requirements as described in point 2.1.
You must submit your vacation through our app. At the bottom of your screen press 'Account'. Click on the second option 'Holidays'. Here you can enter your vacations. Remember to click 'Save' when you have entered your dates.
IMPORTANT: If you are going to be absent for one day, you have to enter this in the app at least 7 days in advance. If you are going on holiday for two or more days, you need to enter this in the app at least one month in advance. This way we can arrange everything in time with your courier, and your customers will also know that you are absent.
PLEASE NOTE:It is only possible to enter one holiday at a time in our app. If there is a time when you have two separate free periods, enter the first free period and enter the next absence after this period.
If you are absent for a short period of time (1 to 3 days), you will not be visible on the map on our website for a number of days. However, customers will still be able to select you on the map in online shops.
With an absence longer than 4 calendar days, your HomerrPunt will disappear from the card at the webshops 14 days in advance until the end of your absence. This prevents packages for consumers from being left unnecessarily long.
First, check if you did not already do it by mistake. Check whether you are scanning on the right screen! If you scan the QR code from another screen, you will get an error message and the app will indicate that it does not recognise the code.
Scanning fails? There is still the option of entering the QR code manually. Should this also not work, you may not accept the package in that case.
If you are unable to scan out the tie-wrap by the time the courier gets to you, contact customer service.
If you receive an error message, please close the app completely and restart it. If you get the same error message again, take a screenshot of it and send it to hallo@homerr.com, so that customer service can assist you more effectively.
If you see the error message ‘This parcel is intended for another time’, then the parcel has not been scanned properly yet. Scan the parcel first via ‘Courier’. Then you can scan it in the right way.
It can always happen that something unexpected happens which makes it impossible for you to be home. Please inform us of this via hallo@homerr.com, so that we are aware of this. Always put a note on the door to let us know you will not be there. It is important that you do this to prevent complaints!
Read more at point 2.1.
SocialPoint
We ask that our SocialPoints are open at least 5 days a week and for at least 4 consecutive hours per day. The busiest hours at SocialPoints are between 5 pm and 6 pm, so your opening hours must include this period. One working day can be exchanged for 4 consecutive hours on a Saturday. In that case, you don’t need to guarantee your availability between 5 pm and 6 pm.
ServicePoint
We require our ServicePoints to be open at least 5 days a week and for at least 8 consecutive hours per day.
PLEASE NOTE: It is not possible to change your courier hours. Our couriers have a fixed route and drive it as efficiently as they can. It is possible, however, to make arrangements with your courier personally.
Overviews
You will receive an invoice from us around the 7th of each month, with an overview of all packages processed the previous month. This overview shows exactly how many packages you have processed and what the fee is. The fee is paid around the 17th of each month to the account number you provided. If you want to change your account number you can do this in the app by clicking on 'account' at the bottom of the screen. Then click on 'change' at the top right of the screen and under the second heading 'bank details' you can change your account number, don't forget to click on 'save'.
Payment
For the payment, a distinction is made between ServicePoints and SocialPoints.
Service Points receive the outstanding amount automatically every month.
SocialPoints must:
If you do not indicate this, you’ll automatically accumulate your fees, and the outstanding amount is carried over to the following month.
The maximum dimensions are (L)85cm x (W)35cm x (H)35cm. Parcels exceeding these dimensions should not be accepted, because we cannot process them. If an oversized parcel was accepted anyway, the courier will not take it.
If the parcel fits in our Homerr bag, you may accept it. Otherwise, you should not. The online shops we cooperate with have been informed about this.
The maximum weight of a parcel is 10 kg.
Once a month, you will receive a request in the Homerr application to enter your inventory of Homerr materials. The application then looks at the scans you perform and then adjusts the stock you have submitted accordingly. When we see that you need new Homerr materials, we automatically send a package to you. This is why it is important to always enter your stock correctly. Should you run low on materials, we kindly ask you to email us at hallo@homerr.com or let us know via the 'Feedback' function in the Homerr app.
Should you be inundated with packages and get tangled up as a result, in that case, contact us by phone or email. We will work with you to find a solution!
Scan out the bag(s) when the courier is physically present. Make sure you don't do this before, otherwise it will look like the bag has already been picked up. If a bag is not scanned, it cannot be counted towards your fee, so don’t forget to do this!
ATTENTION: Always scan the bags yourself first before the courier scans anything!
When you start being a HomerrPoint, we expect you to stay connected to our network for at least 3 months. If you decide to stop being a HomerrPoint, please notify us via hallo@homerr.com. Please keep in mind that there is a one-month notice period. When we receive your request to stop, we will contact you by phone to confirm and process your unsubscription.
Please let us know at least one month in advance. Send an email to hallo@homerr.com. We will immediately check whether you can start at your new location. However, please note that there is a possibility that we cannot connect you at your new location for sustainability reasons.
If the courier has not come by, please send an email to hallo@homerr.com. We will make a note of this and make sure the courier will come the next time.
If there are red symbols behind packages that have not been at your location for 14 days or packages in your "orders" that you have not received, please report this to hallo@homerr.com. Please indicate which packages are involved (starting with 0062) and what is wrong with the package.
If parcels are taken by theft, you will not be held liable. This has to be demonstrable. Is it a case of negligence? Then Homerr will not be liable. If the parcels have been damaged in transport and the customer refuses them, you can indicate this under ‘Customer’ and ‘Picking up’. See 3.5. Please refer the customer to our customer service.
All bags must be reported by 8 pm. Did you register a new bag after 8 pm and is the courier coming the next day? Then the bag will not be collected. It will be picked up on the next collection day. Was the bag registered on time, but not picked up by the courier? We will arrange a new collection request for the next collection day. You do not need to contact us about this. However, it is important that the tie-wrap is registered correctly, or the bag will not be known in our system and will not be collected. Did you find that the tie-wrap was not registered correctly? Report this to us via hallo@homerr.com and give us the tiewrap code (starting with 0072)
This FAQ is full of information, which is incredibly helpful. However, it's even more convenient if you can download a manual that explains all the steps there are within the Homerr application. Also with pictures. That way it is nice and clear. View and download the manual below!
Homerr manual
As of Oct. 23, the point count started and all Homerrs can join in the savings.
The loyalty program is called "Homies Savings Program."
The points you can earn are called "Homies."
The loyalty program is available in Dutch and French.
Inquiries about the loyalty program are usually responded to within 24-48 hours.
No, there is no cost to participate. If you are a HomerrPoint, you automatically earn points and can redeem them for gift certificates, for example.
No, that is not possible at this time. However, you can redeem your points for other fun rewards.
The number of points you earn per activity varies. In the overview of "Transactions" in the Homies savings program, you can see how many points you receive for each activity.
Look in the Homerr app under the "account" heading. There you can see exactly how many points you have saved. Under 'redeem homies' you can see what you can spend your points on.
You can redeem your points for a reward. For example, a voucher from cadeaubon.nl that can be redeemed at various stores such as Hema, Bol.com, Bijenkorf, Coolblue, Douglas, Gamma, Decathlon, VT Wonen, fonQ.nl, Fletcher Hotels, and Wehkamp. The values of the gift certificates vary.
Points remain valid and are redeemable as long as you are active as a HomerrPoint.
These are added regularly. So keep an eye on the Homerr app!
Shortly after applying, you will receive it in the mailbox of the email you specified in your Homerr app account. If you have not received it please contact us via email.
Open the Homerr app, click on "Homies Savings Program" and then "Transactions" to check your point balance.
Your point balance is updated every 24 hours.
No, the savings program is linked to the Homerr account. The points are not transferable.
Your points are generally updated every 24 hours. If it has not changed after 48 hours, please contact us via email.
Homerr is a social network consisting of SocialPoints and ServicePoints in your neighbourhood that you can use to have shipments sent to or to drop off your parcels at.
A SocialPoint is an individual who is often busy in and around the house and who makes himself available via our platform to accept parcels, so that you do not have to be at home.
A Service Point is a local entrepreneur with a store who also makes himself available via our platform for parcel shipping.
Homerr is a social platform consisting of people who want to help their neighbourhood. Before we accept someone as a Homerr, we have an intake interview with them and have them go through extensive training.
Reliability and safety are important to our logistic network. We monitor compliance with all agreements and we’re in touch with our network on a daily basis to improve our service. If you encounter any issues, please fill in the contactformulier on the website.
Homerr is a sustainable and socially based network. We believe that parcel delivery can be done smarter and more sustainably. That is why we make use of existing shipping journeys and the unused capacity of carriers. This saves up to 79% in CO2 emissions and takes a lot of traffic off the road. Next-day delivery is a huge burden on the environment, and it’s often unnecessary.
At Homerr, the average delivery time is 3 to 5 business days, this depends on whether you are, for example, just returning or shipping from HomerrPoint to HomerrPoint. The couriers now visit our HomerrPoints several times a week to pick up and deliver packages. To save CO2, we do not do this every day by default. Also, our distribution center is not open at night. Packages are processed there 6 days a week.
You’ll have already given your delivery location preference when you created your shipment. You will receive ane-mail with the address details and opening hours when the parcel is ready to be picked up at the location. Check our Track & Trace at www.homerr.com to see the latest status of your parcel.
You obviously want to pick up your package as soon as possible. If you can't, that's of course no problem! A parcel remains at a HomerrPoint for 14 days, during this time you will receive 4 reminders by email to pick up your parcel. After that it is automatically returned to the HomerrPoint of the sender or the webshop. Unfortunately, we cannot change this.
Are you coming to pick up your package soon? Your HomerrPunt looks forward to seeing you, because packages are piling up fast.
When your HomerrPoint is no longer visible on the map, it can have several reasons:
Did you choose this HomerrPoint to have your parcel delivered? Nothing to worry about. The parcel will automatically be delivered to the next nearest point. The recipient will receive an email with details of the new location.
Parcels shipped via Homerr can have maximum dimensions of 80 cm x 35 cm x 35 cm and a maximum weight of 10 kg. Unfortunately, we have to refuse larger parcels. Homerr locations will not accept oversized parcels.
The maximum size of a parcel sent via the Vinted online shop is 40 cm x 25 cm x 15 cm with a weight of 2 kg.
How annoying, it seems that the package is not linked correctly. Your best option is to contact our customer service department. In doing so, if you provide us with both the HMRQR code and the corresponding shipping receipt (0062 code) you received at the HomerrPoint, we can do our best to remotely repair this package.
How nice that you chose Homerr as your shipping method! When you close the sale in the Vinted App, you as the recipient can choose Homerr as your shipping option. You then select the Homerr location where you prefer your order to be delivered. The sender of the package then receives a unique QR code from Vinted. This code contains the recipient's details and delivery address. The sender of the package then takes this QR code and the package to a Homerr location near him/her.
As the sender of the package, you have received a unique QR code from the shop:
As the sender of the parcel, you will have received a form with a QR code from Vinted by email. Unfortunately, it is not yet possible to ship to France without a printed shipping label.
1. Print the form and stick it onto your parcel.
2. Take your parcel with the printed shipping label on it to a Homerr location (this can be either a SocialPoint or a ServicePoint). Vinted recommends you print the label twice and put a copy inside the parcel.
3. The Homerr scans the label with the Homerr QR code (this contains the recipient's information) and then scans the VintedGo QR code on your package.
4. The Homerr follows the correct steps in its app screen and gets a "Whoohoo" when the package is scanned in properly.
5. You will immediately receive an email confirmation of the shipment. Be sure to always check this at the location. It is your personal proof of shipment. So in this case, you will not receive a receipt with a 0062 code from the Homerr.
You’ll have already given your delivery location preference when you created your shipment. You will receive ane-mail with the address details and opening hours when the parcel is ready to be picked up at the location. Check our Track & Trace at www.homerr.com to see the latest status of your parcel.
Unfortunately, we have no insight into transport in France. This is because the transport there is handled by another transport company. For more information about statuses in France, please contact Vinted’s help desk. They’ll have the tracking status supplied by the French transport company.
Unfortunately, the webshop Vinted cannot be reached by phone. However, you can contact them through the VintedApp. Through the sales agreement in the Vinted App you will see a 'Help' button at the top right. If you select it, some questions will follow. Find if your question is listed here, if not, you can select a similar question and scroll all the way down. Here you will find an empty comment field, where you can describe the question or situation.
Unfortunately, it is not (yet) possible to return a parcel you’ve received from Vinted. We advise you to contact Vinted’s customer service if you have questions about returning an item.
Parcels sent via Homerr can have a maximum size of 40 cm x 25 cm x 15 cm. Unfortunately, Homerr locations will refuse larger parcels. Parcels sent through Vinted cannot weigh more than 2 kg.
The shipping confirmation may have ended up in your unwanted inbox. As soon as your package has been delivered correctly, you will automatically receive a shipping confirmation e-mail. In the unlikely event that your package has not been delivered correctly, we advise you to visit the drop-off location again and return the package correctly and you will receive the shipping confirmation automatically.
Should it no longer be possible to deliver your package correctly and your package still went with the courier, we recommend that you contact our customer service. Then we can still see if your package can be remotely recovered using the HMRQR code and the 0062 code you received from the HomerrPoint.
Unfortunately, something may have gone wrong with the shipping of your parcel. If your parcel’s Track & Trace status has been inactive for more than 14 days, we advise you to contact Vinted’s help desk. It is important that you report this to the online shop in question and ask for their approval to start an investigation into the parcel. This investigation is carried out by Vinted and Homerr. Vinted will provide us with the information we need to trace your parcel. Vinted will keep you informed about the investigation’s progress.
Very annoying of course. We ask you to contact the responsible shop. It is important to report to the responsible webshop before starting a parcel investigation. They will do everything possible to resolve this situation with you.
How annoying that the QR code is not working. We request you to contact Vinted's helpdesk for the proper solution.
For your information: QR codes from Vinted are valid for exactly 7 days (Note: from the time of creation).
How nice that you chose to return your package in a sustainable way.
Unfortunately, it is not (yet) possible to return a parcel you’ve received from Vinted. We advise you to contact Vinted’s customer service if you have questions about returning an item.
On our website, you can send a private parcel using Homerr. You need to follow these steps:
As the sender of the package, you have received a unique QR code by email from us:
You’ll have already given your delivery location preference when you created your shipment. The recipient will receive an e-mail with the address details and opening hours when the parcel is ready to be picked up at the location. Check our Track & Trace at www.homerr.com to see the latest status of your parcel.
Homerr is a sustainable and socially based network. We believe that parcel delivery can be done smarter and more sustainably. That is why we make use of existing shipping journeys and the unused capacity of carriers. This saves up to 79% in CO2 emissions and takes a lot of traffic off the road. Next-day delivery is a huge burden on the environment, and it’s often unnecessary.
Homerr’s average delivery time is 3 to 5 working days, depending on whether you’re sending a return parcel or from one HomerrPoint to another. Couriers visit our HomerrPoints several times a week to pick up and deliver parcels. To save on CO2 emissions, we don’t do this every day.
Parcels shipped via Homerr can have maximum dimensions of 80 cm x 35 cm x 35 cm. Unfortunately, larger parcels will be refused by the HomerrPoints.
For private shipments, you have a choice of three sizes:
Small maximum 40x27x10cm and maximum 3 kg.
Average maximum 50x35x15cm and maximum 5 kg.
Large maximum 80x35x35cm and maximum 10 kg.
There is a slight delay in receiving your QR code, it may take up to about 15 minutes for you to receive the QR code. Have you already looked in your junk mailbox? Maybe it ended up there. If not, please contact customer service and provide us with the following information:
- Sender data (name - e-mail address).
- Recipient data (name - e-mail address).
- Amortization of payment.
Something may have gone wrong with the sending of your parcel. For more information, please contact our customer service.
How annoying, we request that you contact the sender of the package. Perhaps he or she swapped the contents with another package. Unfortunately we cannot be responsible for the contents of a package. If the sender indicates that it is indeed not correct, please contact our customer service.
We’re very sorry to hear that your parcel hasn’t arrived at the correct location. For more information, please contact our customer service.
Unfortunately, it is not possible to change delivery details when the shipment is already underway.
How annoying, the best thing to do is to email your received QR code and image to us, we will see how to fix it.
Unfortunately, it is not possible to cancel your shipping label. The received label is valid for 30 days. You can possibly use it for a next shipment to that recipient. In exceptional cases we can refund this amount, for this please contact our customer service.
All of our private SocialPoints are considered essential by the government and may remain open. An essential Homerr ServicePoint (such as a supermarket, pet store, drugstore or optician) is still open (until 8pm max).
A non-essential ServicePoint has an additional measure, that online orders may be picked up and returned until 5 p.m. (click and collect). This means that these ServicePoints may remain open as parcel points.
We are currently mapping which locations, despite the additional measures, still decided to close temporarily. We will soon remove these locations from our live map, so it is clear to you which locations are open.
Yes, our website has an up-to-date list of locations that are open. Perhaps your HomerrPoint is temporarily not visible on our map and currently closed, so the distance might be just a bit further than desired. We ask for your understanding in this situation.
Unfortunately, the location will then be temporarily closed due to current lockdown measures. Your parcel will be offered to a nearby alternative location. In some areas, this will be a little further than you are used to from us. You will of course receive a notification (by e-mail) when your parcel has been delivered with the address details.
Closed locations are no longer accepting new parcels. In the unlikely event that your parcel is still there, all parcels will be picked up there this week to be taken to an alternative location. You will of course be notified when your parcel has been delivered to this location with the address details.
All parcels currently affected by the lockdown will be delivered later and will have a longer pickup time. Please always inform the respective webshop about the situation.
No, unfortunately this is not possible. In case the HomerrPoint is closed, we will look for alternative location to deliver your parcel. You will receive an automatic notification (e-mail) when your parcel has arrived at the alternative location.
Yes, the locations visible on our map are visited by our couriers for pickup and delivery of parcels. Parcels that are at a location that is closed unexpectedly will still be picked up and processed.
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