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.
Call the phone number in the app or send an email to hallo@homerr.com. We are available Mondays to Thursdays from 10 am to 6 pm and Fridays from 10 am to 5 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.
Registration is easy. Go to www.homerr.com/contact and fill in the contact form. We will process your application and contact you within 7 working days to determine 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: Do not forget to fill in your bank details! Find the ‘Account’ button at the bottom of the app screen. Here you can enter and save your bank details. This is important for receiving your fees for the parcels 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 on ‘Delivery’. Scan the QR code or the code on the customer’s return form.
Step 2: Stick a Homerr barcode sticker on the parcel and scan this as well.
Step 3: On the first parcel, you get a message that no bag code has been scanned yet. Scan a tie-wrap and keep it with the bag. If a bag has already been registered, indicate whether the parcel fits in it. Click on to ‘Whoohoo’. The customer will receive a Track & Trace code 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 recipient’s name and ID for verification (this is mandatory!). In the Homerr app, click on ‘Customer’ and then ‘Picking up’.
Step 2: Find the parcel, scan the barcode sticker and have the customer sign for receipt.
Step 3: Click on ‘Continue’ until the ‘Whoohoo!’ screen appears.
PLEASE NOTE: Due to the current measures surrounding the coronavirus, we are currently asking you to sign for it yourself.
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 brings it. You do not need to scan the bag.
Step 2: Open the app and click on ‘Courier’ and then ‘Dropping off’. Scan all parcels individually. You can scan them one after the other.
Step 3: Click on ‘Continue’ until the ‘Whoohoo!’ screen appears.
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’.
Zalando
Zalando customers can return their parcel free of charge. For this reason, consumers receive a return label with their order. Consumers have to stick the return label on the parcel. As a Homerr, you don’t scan the QR code, but only the barcode on the return label. The other actions do not change. A Homerr barcode sticker must always be scanned and stuck on the parcel.
Vinted (France)
When a customer sends a parcel from Vinted to France, the customer has to print the label and stick it onto the parcel. This label is needed by our Vinted logistics partner in France. Vinted also informs their customers about this, but it is good to pay attention to this. Just look for the barcode with the Homerr logo and scan it. A Homerr barcode sticker should always be scanned and put on the parcel.
We give our customers a total of 14 days to collect their parcel from you. If they do not do this within this period, you return the parcel. A red exclamation mark will automatically appear next to the parcel. You will also see this exclamation mark if the parcel was delivered incorrectly. In both cases, follow the steps below.
Step 1:
A red exclamation mark will automatically appear next to ‘Orders’. Click on ‘Orders’. You will find this button at the bottom left of your screen.
Step 2:
Go to ‘For customer’. Click on the red exclamation mark that appears next to the parcel code and indicate that you want to return it.
Step 3:
Scan the old barcode of the parcel. Put the parcel in the bag if one is still open or open a new one and scan a new tie-wrap. Always continue until you see the 'Whoohoo' screen!
Please note: you will only receive your fee if the instructions are carried out correctly.
If you have any questions about this, please watch the videos at:https://www.homerr.com/trainingen
You scan the barcode of the parcel under ‘Customer’ and ‘Picking up’ and indicate at the top of the screen that the customer is refusing the parcel. The parcel ends up with an exclamation mark in your ‘Orders’ section. You return the parcel as described in section 3.4.
Changing your opening hours is very simple. At the bottom right of your screen, go to ‘More’. Click on the top option ‘Opening hours’. NOTE: After you have changed your opening hours, they must first be approved by us. Your opening hours are not automatically changed. They must still meet the requirements as described in section 2.1.
You must report your holiday via our app. Go to ‘More’ at the bottom right of your screen. Click on the second option, ‘Holidays’. Here you can enter your holidays. Do not forget to click on save when you have filled in the 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.
If you are absent for more than 4 calendar days, your HomerrPoint will disappear from the online shops until the end of your absence. This prevents parcels from being left behind unnecessarily for the consumer.
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.
Is scanning not possible? You can still enter the barcode manually. If this does not work either, you will not be allowed to accept the parcel.
If you can’t scan the tie-wrap when the courier is with you, take a picture of the tie-wrap code. Mail this picture to hallo@homerr.com stating that the bags are with the courier, but the tie-wrap could not be scanned. We will forward this to the financial department to assess whether the bags can still be added to the invoice.
PLEASE NOTE:If you do not send this photo, we will not know that the bag went with the courier, and we will not be able to pay for the relevant parcels.
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 every month, with an overview of all processed parcels from the previous month. This overview shows exactly how many parcels you have processed and what your total fee is. Your fee is paid around the 17th of each month into the account number you provided.
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.
Your stock is automatically kept up to date by how much you use. Do you fall below a certain value? The courier will automatically send you new materials. Are the materials running out faster than you’re receiving them? Send an email to hallo@homerr.com. We will provide you with the materials as soon as possible.
If you’re overwhelmed by parcels and you’re getting into a jam, please contact us at hallo@homerr.com. 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 exclamation marks behind parcels that have been at your location for under 14 days, or parcels in your ‘Orders’ that you have not received, please report this to hallo@homerr.com. Please indicate which parcels are affected (starting with 006) and what is wrong with them.
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
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.
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. Also, our distribution centre is not open at night, but only processes parcels on business days.
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 is looking 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.
Thanks for choosing Homerr as your shipping method! As you finalise the sale on the Vinted app, you as the buyer can choose Homerr as your shipping option. Next, you select the Homerr location where your order should be delivered. The sender of the parcel will receive a unique QR code from Vinted, which contains all necessary data and the delivery address. Finally, the sender takes the parcel and the QR code to a Homerr location near them and drops off the parcel to be shipped.
As the sender of the parcel, you will have received a unique QR code from Vinted.
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 QR code, which contains the recipient’s details, sticks a barcode sticker on your parcel and scans it.
4. The Homerr follows the correct steps in their app screen and gets a Whoohoo when the parcel has been scanned correctly.
5. You immediately receive an email message confirming the shipment. Make sure you always check this while you’re at the location, as it is your proof of shipment.
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 online shop Vinted cannot be reached by phone. However, you can contact them through the Vinted app. On the sales agreement page in the Vinted app, you’ll find a Help button in the top righthand corner. You’ll see a number of questions. If your question isn’t listed, select a similar question and scroll all the way down. Here you will find an empty comment field where you can describe your 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.
It is possible that the shipping confirmation ended up in your spam folder, so check that first. When your parcel is handed in correctly, you automatically receive a shipping confirmation by email. In the unlikely event that your parcel was not handed over correctly, we recommend you go back to the location you dropped off your parcel and make sure it’s handed over correctly. You will then receive the shipping confirmation automatically. If it is no longer possible to hand over your parcel correctly and it’s been picked up by the courier, please contact our customer service.
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.
We’re very sorry to hear that. Please contact the online shop responsible for your order. They will do everything in their power to resolve this with you.
We are sorry to hear your QR code is not working. Please contact the Vinted help desk for a solution.
Note that QR codes supplied by Vinted are valid exactly 7 days from the time they are created.
How nice that you chose to return your package in a sustainable way.
Note: For Zalando parcel returns, please see question 3.2.
Thanks for choosing to return your parcel sustainably! Below are the simple steps you need to take.
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 parcel, you will have received a unique QR code from us by email.
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: max. 40 cm x 27 cm x 10 cm and max. 3 kg
Medium: max. 50 cm x 35 cm x 15 cm and max. 5 kg
Large: max. 80 cm x 35 cm x 35 cm and max. 10 kg
Have you looked in your spam folder? It may have ended up there. If it’s not, please contact our customer service with the following information:
- Sender details (name and email address)
- Receiver details (name and email address)
- Proof of payment
Something may have gone wrong with the sending of your parcel. For more information, please contact our customer service.
Please contact the sender of the parcel. They may have exchanged the contents with another parcel. Unfortunately, we’re not responsible for a parcel’s contents.
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.
We are sorry to hear that. Please email us with your QR code and image, so we can find a solution.
Unfortunately, it is not possible to cancel your shipping label. The label you received is valid for 30 days. You can use it for the next shipment to the same recipient. Unfortunately, we cannot refund the cost.
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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