Frequently asked questions

Packlink is a peer-to-peer travel-delivery marketplace for Sri Lanka. Buyers post what they want from abroad (or another LK city), travellers heading that route bring it back, and Packlink holds the money in escrow until the item is safely handed over.

One account does everything — you can post requests, post trips and list items you are bringing, all from the same profile.

No. Packlink uses a single unified account. The same profile lets you post a request, post a trip, or list an item you are bringing — switch hats whenever it suits you.

Posting a request, posting a trip, browsing and chatting are free. Packline only charges a service fee when an order is funded — 8% of the order value (item price + traveller reward). If paying by card an additional 3.5% card-processing fee applies; bank transfer is free.

The full breakdown is on the Fees page.

Anywhere — but the active routes today are the ones with most LK diaspora traffic: UAE, Qatar, Saudi Arabia, India, Singapore, Malaysia, Australia, the UK, the US, Canada and Germany. We surface the routes with the most travellers on the Discover page each week.

Go to Post a request, paste a store link if you have one (Amazon, eBay, IKEA, Sephora and M&S auto-fill), set your reward, your destination city and a deadline. Submit, and the request goes live instantly to travellers on matching routes.

Every traveller card shows their rating, completed deliveries, KYC level and average on-time rate. We recommend chatting first — confirm the model, colour or size, and agree on a hand-off plan in Sri Lanka. Don't accept the first offer just because it is cheapest; the mint check-mark badge means a traveller has completed at least one delivery on time.

You fund the escrow the moment you accept an offer. The money sits with Packlink — not with the traveller — and only releases when you confirm the item was received as promised. If something goes wrong you can open a dispute and we hold the funds until it is resolved.

You have a 7-day window after delivery to flag a dispute. Upload photos of the item and the receipt; our trust team reviews within 48 hours and can issue a partial or full refund from the escrow.

Yes — any time before you accept an offer, with a full refund. After you accept an offer, cancellation depends on whether the traveller has already purchased: if not, you get a full refund; if they have, you owe the item cost (we return your reward and service fee).

Open Post a trip, set route and dates, your free luggage capacity in kg and the categories you are happy to carry. Matching requests get pinned to your dashboard, and you can send offers with whatever reward you would like.

Once the buyer confirms delivery, your reward plus the item cost lands in your Packlink wallet within 24 hours. From there, withdraw to any LK bank account in LKR (LCC / SLIPS, free), or hold the balance for your next trip. No FX surprises — we settle in LKR.

Sri Lanka Customs grants a per-passenger personal-use allowance and charges duty on everything above it. As the carrier you are legally the importer at the airport, so if duty is owed you pay it on arrival.

On Packlink the buyer covers documented duty up to the cap shown when they accept your offer. Always upload the customs receipt to claim it back through your wallet.

Cancel a trip any time before you have accepted offers. If you have accepted offers but not yet purchased, you can still release the buyer with no penalty — just message them quickly so they can find another traveller. Cancelling after you have purchased an item is treated as a delivery dispute.

Every member completes a 6-step KYC: NIC or passport, selfie liveness, proof of address, phone, email, and a soft credit check on travellers who handle escrow above LKR 100,000. Documents are encrypted at rest in Cloudflare R2 and only the trust team can decrypt them. See Trust & safety for the full picture.

Funds you pay are held by Packlink Lanka (Pvt) Ltd in a segregated client-funds account at a regulated LK bank. They never touch our operating accounts and only release to the traveller after you confirm delivery — or, in a dispute, after our trust team rules.

Items banned by Sri Lanka Customs (drugs, currency above declaration limit, weapons, certain electronics), perishable food without permits, and anything our trust team judges high-risk. The full list is in Prohibited items.

Stop the conversation, tap Report on the offending profile and email safety@packlink.lk with screenshots. Never agree to pay outside Packlink — once funds leave the escrow we cannot help.

Visa, Mastercard, Amex (via PayHere), bank transfer (LCC / SLIPS / CEFT), FriMi and eZ Cash for top-ups. International cards are supported — they are converted to LKR at the bank's mid-market rate at the time of the charge.

LCC bank transfers settle the same business day if requested before 14:00 LK time, the next business day otherwise. SLIPS and international transfers can take 1–3 business days.

The minimum withdrawal is LKR 1,000. There is no maximum.

Go to Profile → Settings → Delete account, or email privacy@packlink.lk from the address on file. We close the account immediately and erase personal data within 30 days, except for ledger entries we are required to retain under LK financial-services rules (typically seven years).

The data categories, retention windows and how to request a copy are listed in our Privacy Policy. You can self-serve an export from Profile → Privacy & data → Download my data.

Your phone number is hidden until an order is funded, and your delivery address is only revealed to the matched traveller after the order moves to in_transit. We never sell personal data.