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Our customer service is currently congested. If your case concerns the prevailing coronavirus situation, you will find answers to frequently asked questions here.

Customer returns

An easy and effortless customer return is one of the elements of competitive advantage in e-commerce. Once you conclude a customer return contract with us, you will be able to offer your customers by far the easiest, not to mention free-of-charge, option for returning their e-commerce purchases

Who is the service designed for?

The service is perfect for online retailers who want to offer their consumer customers an easy option for returning their purchases.


Offering smooth, easy returns to customers enhances the competitive edge of any online store.

The online store will receive an invoice for the postage fee of the return. Your customer, in turn, gets access to the entire service network of Posti to make the return.

In the customer return service, your customer can return e-commerce purchases through the page. Your customer is given a Helposti code which they can write on the parcel and then drop it off at any Posti Parcel Locker or Posti outlet. Items less than 3 cm thick can also be left in a mailbox. The customer does not need to print out a separate return address label, which saves money and is eco-friendly. Returning parcel traffic is easy to track through Posti Dashboard.

You cannot include additional services in customer return.

If the dimensions of the returned item exceed 120 cm x 80 cm x 60 cm, we will charge an additional fee. If the online store does not offer free-of-charge returns, the customer pays the costs of returning the item.

If the item is not collected within the storage period, the postage fee of the return has not been paid and the original sender has no customer return contract, Posti will charge the fee from the recipient of the item to be returned, i.e. the original sender.

Maximum dimensions of parcels

  • Weight 0.1–35 kg

  • Minimum dimensions 15 cm x 15 cm x 1 cm

  • Maximum dimensions 120 cm x 80 cm x 60 cm

Maximum dimensions of cylindrical items

  • The length + the diameter x 2 of a cylindrical item should be not exceed 1,040 mm

  • Maximum length 900 mm.

  • Length + width + thickness combined no more than 900 mm; however, the maximum length is 600 mm.

  • Weight less than 2 kg

The item is always considered large if the contents are fragile or the dimensions exceed 120 x 80 x 60 cm.