General Terms and Conditions of the Paq Mochila service

By contracting the services of Sociedad Estatal Correos y Telégrafos S.A., S.M.E. (hereinafter Correos), you, as the Sender, agree that these Terms and Conditions will be applied from the moment Correos accepts the Shipment, except for specific agreements or conditions arising from the distinctive characteristics of the contracted service. Correos may use its own staff to perform the services or subcontract part of them.

Correos reserves the right to change these Terms and Conditions. The valid version of these terms will be the latest version published on the El Camino con Correos website, (www.elcaminoconcorreos.com/en/). Correos will notify the customer within a maximum period of 2 months.

 

1) Product

1.1 Paq Mochila

a. Characteristics: A service offered by Correos for transporting backpacks and suitcases between accommodation stops along the Camino de Santiago. Your rucksacks or suitcases are collected first thing in the morning from the accommodation indicated and delivered before 14:30 to your chosen hostel, hotel or lodging for the next stage. That way you can travel along the Camino de Santiago unburdened by your luggage. Further information on this service is available at https://www.elcaminoconcorreos.com/en/rucksack-transfer.

The backpack or suitcase must not exceed 15 kg in weight and the maximum journey of a transfer is 60 km/day. The maximum dimensions of the backpack or suitcase in terms of length, height and width must not exceed the sum of 210 cm, with the largest dimension not exceeding 120 cm.

 

b. Contracting: Customers can request the Paq Mochila service offered by Correos in three ways: online, by email or by phone.

The contracting of the Paq Mochila service can be carried out online at www.elcaminoconcorreos.com/en/, by calling +34 683 44 00 22 or by sending an email to paqmochila@correos.com up until 9:00 pm on the day prior to the luggage transfer, indicating as a minimum the collection and delivery addresses, your name and your contact phone number. You must leave your luggage ready to be picked up in the reception area of your accommodation before 08:00h on the collection day.

You must ensure that the content of the item is acceptable for transport by Correos and that it is correctly identified (with the label that must be attached to the luggage or rucksack) and properly packed so that Correos can safely transport and handle it carefully, assuming all responsibilities that may derive from non-compliance. You are also responsible for inserting the correct and accurate details of the sender, receiver, contracted services and shipment in the corresponding documents.

Collections will be made from the drop-off points made available by the accommodation selected by the customer.

Objects tied to or hanging from your luggage are not accepted. All items to be transported must be properly packed and placed inside the luggage. No items that are not backpacks or suitcases or exceed the dimensions indicated above will be accepted.

This Paq Mochila service does not entitle you to a reserved place in the accommodation to which it is sent, with Correos remaining completely unconnected to the relationship that any accommodation has with its guests.

To contract the Paq Mochila service, the customer must be at least 18 years of age.

If the customer makes any kind of change to their itinerary that affects the backpack’s place of destination, Correos must be notified of the change by phone (on the number indicated above) or email (to the address indicated above) before 9:00 pm on the day prior to the service. If the customer does not inform Correos in accordance with the terms and deadlines indicated, it will not be possible for Correos to carry out the service and the customer will not be entitled to claim a refund for any amount paid for that service.

Under no circumstances will Correos accept any liability for lost or stolen backpacks or suitcases once they have been deposited at the points indicated by the customer.

 

c. Service Operation: As a first step, the customer has to request the service by any of the above-mentioned methods (online, by email or by phone). At the same time, a reservation code will be generated that will be associated with the service throughout the journey. You can check the dates on which this service is available at www.elcaminoconcorreos.com/en/

Correos will collect the backpack or suitcase from and deliver it to the establishments chosen by the customer, unless the establishment refuses to permit this. Backpacks or suitcases must be ready for collection at the reception of the accommodation at 8:00 am and will always be delivered to the destination before 2:30 pm. Backpacks or suitcases will be collected and delivered without the need for the customer being physically present or signing any document. If the destination establishment refuses to accept the collection and safekeeping of the Correos backpack or suitcase, the customer will be contacted by phone or email to agree an alternative delivery location.

 

d. Price and billing: The unit price of the service is calculated taking into account the transfer of a single suitcase or backpack that does not exceed 20 kg and is transported between stages equal to or less than 25 kilometres in length. If the stage exceeds this distance, the price is proportional to the equivalent number of stages (if you want to make a daily journey of 50 km you will be charged 2 stages, or 60 km you will be charged 3 stages rounded upwards). The maximum distance is 60 km/day.   

The final price of the contracted service that appears on the website is inclusive of VAT.

Payment must be made in advance by bank card or PayPal. You can also pay by bank transfer or cash by agreeing to this payment by phone or email with the Paq Mochilla call centre.

At the time of contracting, if payment for the service is by bank card or PayPal, Correos will issue a complete invoice that will be sent to the customer by email. With the other two payment methods (cash or transfer), when payment is made, Correos issues a simplified invoice that is only sent to the customer if requested. If you want a full invoice for the service, you must expressly request it by calling +34 683 44 00 22 or sending an e-mail to paqmochila@correos.com.

Acceptance of these general terms and conditions expressly authorises Correos to issue these invoices in electronic format.

 

e. Delivery time: The suitcase or backpack will be delivered to the destination accommodation before 2:30 pm on the same day as it was collected.

 

f. Claims: Correos will not accept any responsibility for fragile, valuable or perishable objects or luggage, or objects inside inappropriate packaging.

  • Regarding the customer’s right to claim compensation, a fixed amount of €60 is established in the event of loss and €30 in the event of damage/breakage.
  • Claims will be made following the procedure provided for below.

Correos reserves the right to recover the luggage for its inspection and assessment, so the client must have the damaged items available until the claim is settled in full.

  • For damage caused by use (scratches, unstitching, etc.), or damage to or defect in any of the protruding parts of the luggage due to its use, the customer is not entitled to compensation.
  • In the event of delivery delay exceeding 12 hours and attributable to Correos, the customer is entitled to compensation of up to the full transportation price.
  • Claims procedure: to make a claim for any of the above reasons, the customer must:

 

  • Send an email to paqmochila@correos.com or call +34 683 44 00 22, explaining what happened within 24 hours of the occurrence of the incident.
  • In the event of theft or loss, the customer must, within 10 calendar days of reporting the incident, send an email containing the report of the competent authority.
  • In the event of serious damage to the luggage, the customer must, within 10 calendar days of the date of termination of the reservation, send by email photographs of the damage caused and an expert’s certification of irreparability.
  • In the event of loss or serious damage, the customer must provide an EU bank account number, contact phone number and address to proceed with the compensation.

 

g. Service Cancellation: To cancel the service, the customer must call +34 683 44 00 22 or send an email to paqmochila@correos.com no later than 9:00 pm on the day prior to the service (free cancellation).

If the reservation is cancelled after 9:00 pm on the day prior to the service, the reservation will not be refundable, but any transfers pending may be used during the same season from where the service was cancelled if the customer decides to resume the Camino de Santiago.

 

h. Exclusion of liability: Correos does not take responsibility for the damages and losses suffered during transport and until delivery due to unforeseen circumstances, force majeure or the nature and inherent defect of items. If the rucksack or luggage contains perishable products, you will not be compensated for the loss or deterioration thereof if delivered within the guaranteed period. Correos will not pay any compensation when the shipment is among those excluded from circulation by the former due to their content which could be considered forbidden, in accordance with the applicable regulations or whose transport is subject to special requirements or provisions. Nor will it be paid for consequential or extraordinary damages, or for loss of profit or any other indirect loss arising from loss, damage, delay, incorrect delivery or non-delivery of your rucksack/suitcase.

 

 

2) Data protection

In compliance with the applicable regulations on the protection of personal data, please note that your personal data will be processed by the Sociedad Estatal Correos y Telégrafos S.A (hereinafter, “Correos”) with CIF A-83052407 and registered office at Vía Dublin nº 7 (Campo de las Naciones) 28070 Madrid (Spain) in accordance with the provisions of the Data Protection Policy.

 

3) Law and jurisdiction

The applicable law will be that of Spain and the jurisdiction will be the Law Courts of the provincial capital where the luggage is accepted.

Request information on the transport of your luggage at any post office, by calling +34 683 44 00 22, or by consulting the website www.elcaminoconcorreos.com/en/ or e-mailing paqmochila@correos.com.

 

We transfer your rucksack

So that you can travel light along the Camino de Santiago

 

We transfer your rucksack or suitcase from your accommodation at one stage to the next!! This way, your walk is more comfortable, your bag is lighter and you can enjoy every step of the Camino. We will take your luggage every day to your next hostel or hotel.

 

Bicycle transportation services 

We send your bicycle to your starting or finishing point

 

Decide where you want to start the Camino and we will send your bicycle there from any branch of Correos. Once you finish the Camino de Santiago you can go to the nearest post office and send it back home again. Your bicycle will be insured and we package your bike without disassembling it.

 

Luggage transfer

For everything you want in or out of your rucksack 

 

With our Paq Peregrino you can send suitcases or parcels to any point along the Camino (hostels, hotels, branches of Correos, etc) so that you have your personal belongings when you arrive. You can therefore have extra clothes or other items and not only the ones you carry along the Way. You can also send back whatever you have in your daily rucksack that you no longer need.

 

Prepaid Card

So that you have nothing to worry about other than just enjoying the Camino 

 

Correos offers a prepaid card that is not linked to a bank account. In this way, you can defort walk the Camino without taking your credit or debit cards with you. You only have to put the money on the card that you are going to need and then top up again if your balance is low. This is a simple, safe and comfortable way of taking your money along the Camino.

 

 

Stamping Your Credential

So that you have the best stamps on your Pilgrim's Passport 

Branches of Correos along the Camino de Santiago stamp your Credential or Pilgrim's Passport with our special stamps. Many of these stamps represent important tourist attractions from that particular place to help you remember your jorney.

 

 

Sending parcels along the Camino de Santiago 
 

Send your parcels without having to go along to a branch of Correos!

 

You can send a parcel from any of the over one-hundred branches of CORREOS located along the Camino de Santiago and additionally from some of our “Tiendas Amigas del Camino”, a network of shops and accommodation from where you can send parcels any time of the day. This service will help you to get rid of things from your luggage that you no longer need. You can also buy souvenirs or some typical products without having to worry about carrying them with you. 
 

 

 

Lockers in Santiago

So that you can freely visit the Cathedral or enjoy the city

Our Pilgrim's Office at Rúa do Franco, 150 metres from the Plaza del Obradoiro, has lockers. You can leave your rucksack, suitcase, bike or trekking pole before you go into the Cathedral or you can wander around Santiago without having to worry about your luggage.

 

Correos Branches

To help you with anything you may need 

 

We have over 150 branches of Correos along all the Caminos. We will be delighted to welcome you and help you with anything you need.