Posti Customer Service – How can we help?

Did you remember to press the C key before entering the code? If the Posti Parcel Locker includes a keyboard (not a touchscreen), enter the locker code in the following way: C, opening code, OK. You can also find the instructions on the side of the parcel locker. Pressing C resets any previous entries.     Are you sure you are using a Posti Parcel Locker? Sometimes there may be several parcel lockers in the same place. Double check that the name on the top left-hand corner of the parcel locker corresponds with the name on your notice of arrival.    If necessary, please contact our customer service.

This sounds like a mistake – we’re sorry! Please contact us via the OmaPosti chat or call us. This allows us to find out why your parcel was delivered to the wrong location and how we can get it closer to your location.

To transfer your item to another location, please contact our customer service. The transfer will be subject to a transportation charge payable during pickup.

Making a change of address or interrupting your mail delivery does not affect parcel deliveries. If you move either permanently or temporarily, please remember to select a pickup location near your new address in the online store. You can choose the delivery method online or via OmaPosti.

During a mail delivery interruption, we will only hold ordinary mail, not parcels. We’ll deliver parcels as usual and we’ll return any parcels that have not been picked up to the sender. See the item storage periods.

You can track your item in the OmaPosti app or by entering the tracking number on the tracking field. For this, you will need the item ID starting with JJFI. The tracking data reveals the estimated delivery time, the delivery location as well as the sorting and delivery stage of your parcel.

If you’re expecting an item that needs customs clearance, we will provide an estimate for the delivery time only once the customs clearance has been completed and the item is released for delivery to you by Posti.

As in the case of parcels, you can also track letters equipped with an item ID, such as insured letters, prepaid letters or express letters intended for the delivery of valuable or urgent goods.

If you are sending a parcel or trackable letter, you have the option to use the delivery time inquiry. It enables you to find out in advance how quickly your parcel or trackable letter will make it to a specific postal code area.

If the delivery method is Small Parcel, it may have been placed in your mailbox. Please check there first!

Otherwise, please contact our customer service and we’ll figure out where your parcel is. 

You can ask someone else to pick it up for you. For detailed instructions, please see Picking up an item for another person.

If your parcel has been shelved at a Posti outlet, you can extend its pickup time in the OmaPosti app. If a pickup time extension is available, the parcel details include the “Extend pickup time” option. The service is subject to a charge.

If you are unable to pick up your item because the pickup location is not accessible, we can deliver the item to an accessible pickup location. Please see the instructions for ordering an accessible pickup location. 

If you know that a parcel is on its way to you but it doesn’t appear in OmaPosti, you can add it yourself. In this case, you can add the item to OmaPosti. Unfortunately, OmaPosti cannot send notifications about this type of shipment, but you can still track its journey more easily. See our instructions

If an identity document is required, the notice of arrival will contain a reminder about this. You can prove your identity at Posti outlets with one of the following documents: 

• passport 

• driver’s license (a cardboard driver’s license is also accepted, provided that the person can be identified by the photo) 

• mobile driver’s license 

• ID card issued by a police authority 

• KELA card with a photo 

• alien’s passport 

• diplomatic passport 

• refugee’s travel document   

Please keep in mind:

• A residence permit is not accepted as a proof of identity.

• A copy of an ID is not valid as such. If the authorities have taken possession of your actual ID, you will also need a statement from the relevant authority proving the matter.

• If your last name was recently changed and your old name still appears on the ID card, be prepared to present an official certificate of the name change or a picture-less Kela card with your new name to which the personal identity code can be compared.

All parcels and some letters include an item ID, which you can use to track your item in Item Tracking or OmaPosti. If your item doesn’t have an item ID, we can’t track it.

Standard letters can’t be tracked. If necessary, ask the recipient if they’ve received the letter. Newspapers or magazines can’t be tracked either so our customer service can’t find out information about a missing newspaper or magazine.