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General information regarding the receipt of small packets and big envelopes

Please make sure to always choose the correct delivery option for the small packets and big envelopes.
Every time when you receive a notification, please first take a picture and enter it together with the receipt date of the notification in your panel zone under “Upload Notifications”. After picking up the test packet from the post office or pick-up-station please enter the Control ID and link the item with the corresponding notification by ticking the box ‘link’.

Only when you enter the notification BEFORE you enter the Control ID, the system will allow you to match the test packet with the notification. This way we receive the exact date when you actually received the notification and the date when you actually picked up the packet.

These are the possible delivery options (with and without notification) you can choose in your panel zone:

THE PACKET HAS BEEN HANDED OVER BY THE MAILMAN TO ME PERSONALLY

  • Postman rings the bell and the item is handed over to you
  • You met the postman on the street and he personally handed over your packet

I RECEIVED THE PACKET IN MY MAILBOX OR THROUGH THE SLOT IN THE DOOR

  • Item is squeezed into the mailbox
  • Item does not fit entirely into the mailbox but it still is kind of “in the mailbox”
  • Your door has a mail slot and you find the item inside your front door

PACKET WAS HANDED OVER TO ME BY SOMEONE LIVING AT MY ADDRESS (WHO RECEIVED IT FROM POSTAL STAFF)

  • The postman rang at my door and handed it over to a member of my household
  • Examples: family/wife/daughter/mother/flatmate/ roommate…
  • They/ the person handed it to me in the evening/later/on the same day
  • You did NOT receive a delivery notification
  • Special cases, also included in this option: the item was handed to a doorman/concierge/portero/janitor/security staff

PACKET WAS DELIVERED TO A NEIGHBOUR (WITHOUT DELIVERY NOTIFICATION) AND MY NEIGHBOUR HANDED IT OVER TO ME

  • The neighbour (somebody NOT living in your household) handed the packet over to me
  • Examples: somebody living downstairs/next door/next house/down the street
  • You did NOT receive a delivery notification

PACKET WAS DELIVERED BUT WAS LEFT OUTSIDE MY MAILBOX OR OUTSIDE MY DOOR

  • Item is left outside the mailbox/ house / flat
  • You did NOT receive a delivery notification
  • With or without special agreement with your postman
  • Examples: on top of the mailbox/in the hallway/in front of the door/in the garage/on the window sill/in the garden …

I RECEIVED A DELIVERY NOTIFICATION AND PICKED UP THE PACKET FROM THE POST OFFICE

  • Very important: Please always take a picture of the delivery notification and upload it before you enter the control ID of the received item

I RECEIVED A DELIVERY NOTIFICATION AND PICKED UP THE PACKET FROM A PICKUP STATION

  • You had to pick up the item(s) at an automatic pick-up station or any other pick-up point which is neither a post office nor a neighbour
  • Examples: café/store/kiosk/restaurant/ or also locations outside the house or flat like: garage/terrace/window sill/entrance hall
  • Very important: Please always take a picture of the delivery notification and upload it before you enter the control ID of the received item

I RECEIVED A DELIVERY NOTIFICATION AND PICKED UP THE PACKET FROM CUSTOMS

  • Very important: Please always take a picture of the delivery notification and upload it before you enter the control ID of the received item
  • You had to go to the customs office to pick up a notified packet
  • Special case in Iceland: If the notification is clearly from the customs office, please do not pick-up the item. Please leave the item at the customs office and send us an e-mail in this regard

I RECEIVED A DELIVERY NOTIFICATION AND I GOT THE PACKET FROM MY NEIGHBOUR

  • Very important: Please always take a picture of the delivery notification and upload it before you enter the control ID of the received item
  • You went downstairs to your neighbour to pick-up a notified packet
  • You went to your neighbour down the street to pick-up a notified packet
  • My neighbour from downstairs/down the street came up to hand over a notified packet

PACKET WAS DELIVERED BUT DELIVERY METHOD IS NOT IN THE ABOVE LIST (PLEASE SPECIFY)

  • I went to the post office, the packet was handed over to me together with other packets. There was no notification for this packet.
  • I went to a post-office where the item might be likely to find it and it was actually there
  • Please only choose this category, if all other categories do not apply
  • PLEASE WRITE CLEARLY HOW YOU RECEIVED THE ITEM AND THAT YOU DID NOT RECEIVE A NOTIFICATION!