Help receiving your item

You can track the item by visiting the posti.fi website or using the OmaPosti application. If you don't have the shipment ID (tracking code), request it from the sender.

If your tracking hasn't been updated, it could be due to the following, for example:

• Item not yet in Finland. You can see from tracking when the item arrives in Finland. If the item is delayed on its way to Finland, please contact the sender who can investigate the matter through the transport company in the country of departure.

• Tracking shows ‘Posti is waiting for the item’. In this case the sender has prepared a transport document and, informed Posti that the item will be sent. At this point, the item has not yet been processed by Posti, and we are not able to estimate the delivery time. Contact the sender if this wait feels too long to check they have sent it. If you are sure the item has been sent or Posti has picked up the item, it’s normal for there to be a small delay for Posti to process it.

• The item has been cleared with customs. The item will be released for transport after customs clearance. Please note that standard letters (letter sized items) are no longer tracked after customs clearance, although you will receive tracking updates during the customs process. After customs clearance, you will be notified where, and when it arrives.

• Home delivery failed. Depending on the selected delivery method, we will either deliver the item for pickup at the nearest pickup point or arrange a new delivery time with you. In both cases, we will contact you.

If you wish, you can check the delivery times for different items from the delivery time inquiry. You can also contact our customer service, if necessary.

After leaving Finland, the tracking may not be updated on a daily basis. The tracking will be updated when the transport company in the destination country processes the item. You can check the average delivery times from the country-specific information.

• Check your mail or letterbox, as small parcels and letters are delivered together with the daily mail.

• Check if someone else has received the item in your household or workplace.

• If you are still unsure, contact our customer service.

The delivery time and method (home or pickup point delivery) depends on the service purchased. In most cases, the delivery method and delivery time are shown in tracking after the item has been sorted. If your item needs to be declared, the delivery time estimate will only show in tracking after the item has been declared and released for Posti to transport.

You can check the delivery time inquiry, for delivery times and method (home or pickup point delivery) for different items.

Only the sender can change the address via form. However, the recipient may request the item to be transferred to another pickup point once it arrives to the original address by contacting our customer service. A postage fee is charged when picking up the item.

Only the sender can make changes to the recipient contact details via form, we use the recipient information to notify of the items arrival. In most cases is not required to successfully receive your item. Adding the shipment ID (tracking code) to OmaPosti app ensures you will be notified when it is ready for pickup.

In the case your contact information is missing and you do not receive an (electronic) arrival notification you can get your item:

• If the item is delivered to a service point When tracking shows your item has arrived at a service point, bring your personal ID, and shipment ID (tracking code) to the pickup point to receive it.

• If the item is delivered to a locker When tracking shows your item has arrived at a locker, you will need to contact the sender to update your recipient contact information on the shipment so we can safely share the locker code with the true recipient of the shipment.

• If the shipment needs to be declared with customs You can declare our items without the notice of arrival once the item has arrived in Finland and you know the sender and the content of the item.

This means that we have either not been able to reach you or your phone number or email is missing from the shipment information. The item can still be delivered successfully, you can always add the shipment ID (tracking code) to OmaPosti to receive notifications in the app. In the case your contact information is missing you can get your item with these instructions:

• If the item is delivered to a pickup point When your item arrives you will receive the notice of arrival by mail. You can also follow the item in Omaposti for timely notifications. When it arrives, you can pick up the item without the notice of arrival by showing the shipment ID (tracking code) and your ID card at the pickup point.

• If you are expecting a home delivery When the item is in sorting we will send you a letter in the mail asking to contact us to choose your delivery time preferences, in order to receive your item.

• If the shipment needs to be declared with customs You can also make a customs clearance without the notice of arrival once the item has arrived in Finland and you know the sender and the content of the item.

The item will automatically appear in OmaPosti if your phone number is included in the shipment information. If you are expecting an item and it doesn’t appear, you can always add it to OmaPosti yourself to receive notifications. Open the application click “New” at the bottom of the screen > add the shipment ID (tackingcode) click “Track item”. The item will appear in your inbox for tracking.

If you are unable to pick up your item from a pickup point you have two options

a) Ask some-one else to pick-up the item on your behalf The item may be picked up from a service point by showing the shipments ID (tracking code) and personal ID to the service-point staff.If the shipment is at a locker, inform the person picking up your item of the locker address, locker number and opening code. You can find this information in the (electronic) arrival notification.

An additional power of attorney (written permission for someone other than the recipient to pick up) is required if the shipment is a:

• Registered letter

• Advice of delivery letter

• Insured item

• Registered parcel

If the item requires personal handover to the recipient only, no power of attorney is possible.

b) Buy storage extension: In some cases you can buy additional locker storage time when the item has arrived from the OmaPosti App. Open the app, select the incoming shipment taking you to the tracking page. Click the button “Buy an extension for the storage period” button. If the button is not visible, it is not possible to extend your locker storage time for this item.

Yes they can. The item may be picked up from a service point by showing the shipments ID (tracking code) and personal ID to the service-point staff.If the shipment is at a locker, inform the person picking up your item of the locker address, locker number and opening code. You can find this information in the (electronic) arrival notification. An additional power of attorney (written permission for someone other than the recipient to pick up) is required if the shipment is a:

• Registered letter

• Letter with proof of delivery

• Insured postal item

• A parcel with a registered service

In rare cases, if the item requires personal handover to the recipient only – no power of attorney is possible.

You can prove your identity at Posti customer service points 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

However, please note that:

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

• a copy of an identity document alone is not accepted, but must be accompanied by a statement issued by an authority indicating that the actual identity document (e.g. passport) has been taken into the possession of the authority

• if your last name has just changed and 1) your identity document has your former last name on it and 2) the item in question can only be handed over to you in person and 3) the item has been addressed to your new name, you must, in addition to the identity document, present an official certificate of change of name or a KELA card without a photo issued with the new name to which the personal identity code can be compared.

Posti uses an automatic routing system which is based on the information connected to the shipment upon purchase. If the shipment cannot be delivered to this delivery location the system will redirect it to the next nearest location.

1. The delivery location is determined by the following:

a) Pickup point chosen at the time of ordering. If you select the delivery location from an online store, this place will become the primary location for your item to arrive.

b) ‘My pickup point’. You can set your own preferred pickup point in Omaposti for free. Shipments for which you have not selected a delivery location for upon purchase will go to your ‘My pickup point’ if it’s available. Your phone number must be included in the shipment information for your ‘My pickup point’ to be recognized.

c) Pickup point closest to the shipments address. The primary pickup point will be the one closest to the recipients address if:

• You have no ‘my pickup point’

• You have selected a pickup point upon purchase

• You have provided your own street address when ordering

2. When the shipment is not able to be delivered to your chosen pickup point:

• Your item may be too large. In this case the item is taken to a service point with more space

• There may not be enough room. Sometimes the lockers get full

• The item may include contents that legally cannot be stored in a locker. In this case the item is taken to the next nearest viable service point or locker

Contact our customer service. We can transfer the item to be delivered to your preferred location at the cost of the new transportation charge when you pick up the item.

Contact our customer service so that we can transfer the item to the right location.

Did you press the “C” button first? Press the “C” button, enter the code and press the OK button. The button “C” clears all previous attempts. Locker instructions can also be found on the side of the parcel locker.

Make sure that you are at the correct parcel locker. Sometimes, there may be parcel lockers around the same location. Make sure that you are at the Posti Parcel Locker, check the name of the locker in your notification of arrival (or tracking) corresponds to the locker name in the top left corner of the locker.

Please contact our customer service, if necessary.

The ability to choose a home delivery time depends on the service purchased upon sending. If your service includes choosing a delivery time, we will notify you to choose a convenient time for delivery. The selected delivery time cannot be changed later.

Depending on the selected delivery method, the item will either be delivered for pickup at the nearest pickup point or you will be contacted by post to agree on a new delivery time.

Only a few services have this option. When the item is available for pickup at the pickup point, you can purchase home delivery through OmaPosti. Open the item information, click the “No time for pickup?” button and select “buy home delivery”. If this option does not appear, you cannot buy a home delivery.

If you are the recipient

1. Check the the condition of the shipment as soon as you receive it.

• If you notice damage upon receiving the package, if possible inform the postal staff who handed over your item in that moment.

• If the damage has been reported to Posti or Posti noticed it in transport, you do NOT need to make the report. Contact your sender to organize another item to be sent to you.

• If you notice damage later, check step 2.

2. Take pictures of the damaged shipment. This will allow you to show the damage that occurred in transport. Take pictures separately of the

• External damage to the packaging

• The internal packaging of the item

• The damaged item itself

3. Report the damage to Posti via form. Contact the sender, to inform them of the damage and organize the refund or re-sending of a new item.

If you are the sender

Ask the recipient to report the damage if it has not been reported to Posti whilst in transport. Once Posti has confirmed that damage occurred in transport, the sender can claim for damage compensation.

Contact the sender to discuss sending a replacement item. Posti has already reported the damage and the sender may claim for compensation so you shouldn’t need to do anything else.

Only the sender is entitled to any compensation from Posti. Damage must first be reported to Posti before compensation is available. If you are the recipient of the item, please contact the sender to discuss replacing your item. Find out more about compensation.

If you do not want to receive the item, you can choose not to pick it up or not to receive it at the time of home delivery. You can also notify the sender.

You can always get the instructions for customer return from the seller of the product. Return instructions are usually attached to the item. Please contact the seller of the product, if necessary.

We will return any uncollected items to the sender. If the item has already been returned, please contact the sender to arrange for the item to be sent again.

Good to know:

• It is always a good idea to make sure the item has your phone number or email address so that your notice of arrival can be delivered in real time.

• If you know that your phone number is missing from the information of an incoming item, use the OmaPosti app. With OmaPosti, you can easily add Item IDs and track the journey of the item. The app will send you a notification when the item is ready to be picked up.