Contact and help
The most frequently asked questions
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If you collect your parcel at an InPost point you need:
the name of the person who made the purchase (the name registered on the seller’s website)
the shipping code
the PIN received by email or sms from InPost
If you collect your parcel at a Locker you need:
the shipping code
the PIN received by email or sms from InPost
Please note that the notification of delivery along with the PIN will come from InPost, not from the site where you made the purchase. - You will receive the PIN to collect your parcel on the phone number and email address registered on the site where you made your purchase. Any changes to your references must be made on the seller’s website.
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With InPost, Locker or InPost Point, you can send parcels till a maximum of 25kg and dimension of 41x38x64 cm.
You will find 3 drawers dimension:
- S: 8x38x64 cm, perfect for T-Shirt, books, cd
- M: 19x38x64 cm, perfect for shoes, phones, bags
- L: 41x38x64 cm, perfect for boots, keyboards, backpacks -
To check the average delivery time, please visit this page: Average delivery times
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You can choose to have your shipment delivered to one of our 9,500+ Lockers and InPost Points.
With InPost Lockers or InPost Points, it is possible to receive parcels weighing up to 25 kg and with maximum dimensions of 41 × 38 × 64 cm.
If you choose to collect your parcel from a Locker, you will find compartments in three sizes:
- S: 8 × 38 × 64 cm – perfect for T-shirts, books, necklaces, and CDs
- M: 19 × 38 × 64 cm – perfect for shoes, phones, and bags
- L: 41 × 38 × 64 cm – perfect for boots, keyboards, and backpacks
Categories
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You can find the list of available location with address and opening hours looking at the page Find a Parcel Locker or InPost Point
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If you own or manage a location that could be used for a locker, please fill out the form here: InPost Locker
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To contact the Sales Department, select the contact topic here: Become our commercial partner
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You can ship with InPost in two ways:
- selecting InPost as courier when checking out on one of the sites that have chosen our services (e.g. Bata, Subito.it, Shein, Zara, Lentiamo, MyProtein, Modivo, escarpe and many more!)
- selecting InPost on one of our partner's sites: Sendiroo, Packlink, Paccofacile, Sendcloud and DVAexpress. These are sites dedicated to shipments, you enter the measures of the package, the point of departure and arrival and the site offers several shipping methods, including InPost. By selecting it you can create the shipping label.
- PUDO literally means Pick Up / Drop Off: out PUDOs are partner shops where you can ship and collect your parcels. You can find InPost Points at stationaries, tobacconists, laundries and other affiliated businesses near you.
- InPost Parcel Locker are a cupboard, a sort of postal deposit boxes, with fully automated electronic drawers, which can be used to store and collect packages 24 hours a day, 7 days a week. The drawers can only be opened through the use of the appropriate codes sent by mail or the label assigned to the shipment, so they are 100% safe.
- Some items shall not be accepted for transport to any destination and in any case, for example: money, live animals, items which are too big (car seats are too big). You can check the full list here: Prohibited Items
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You can ship a parcel with InPost by using the service on one of our partners site like Sendiroo, Pacco Facile or DVA Express. Sending a package with us is very easy: you can go to one of our InPost Points or to a Locker, discover more here: How to send a parcel?
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You can find the list of available location with address and opening hours looking at the page Find a Parcel Locker or InPost Point. We are currently expanding our InPost Point net to give you a more flexible and efficient experience.
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To check the average delivery time, please visit this page: Average delivery times
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With InPost, Locker or InPost Point, you can send parcels till a maximum of 25kg and dimension of 41x38x64 cm.
You will find 3 drawers dimension:
- S: 8x38x64 cm, perfect for T-Shirt, books, cd
- M: 19x38x64 cm, perfect for shoes, phones, bags
- L: 41x38x64 cm, perfect for boots, keyboards, backpacks - Print your label and check the ink is legible. Cut the label out if necessary. Apply the label on your parcel by checking that the scotch, even if transparent, does not cover the QR code. The label is essential so that your parcel is always recognizable and traceable among the thousands of other parcels we handle every day. Now you’re ready to ship!
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If the drawer is too small don't close it, go back to the monitor and select "open an M size" for a Medium compartment or "open an L size" for a Large compartment.
After choosing the most suitable one, the locker will ask you to close the opened one and scan the barcode on the label again.
At this point, the larger compartment you chose will open! Remember: after you closed the compartment, confirm the operation on the monitor. - Please stay in front of the locker and call the Helpline number: 02.38582894. Our Support Service will unlock a new compartment for you and provide the instructions you need to complete the operation smoothly.
- Carefully pack your shipment, using bubble wrap or soft materials to wrap the most delicate items. Always use a sturdy box, avoiding bags, purses or bags. Protect objects with projections or sharp to prevent them from breaking the box. Remember to pack even small items and brochures; use cardboard dividers if you send flat fragile items like vinyl discs. Make sure that you have glued the label correctly, trying not to create wrinkles or creases that could make the barcode unreadable and be careful not to cover it with scotch or stickers.
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Collect your parcel is very simple: when the parcel is ready, you receive an email with a QR code and a Pin code, then you can go at the InPost Point or at the Locker. Check the address you received with the notification. Discover more here: How to collect a parcel from a Locker on an InPost Point
- You will receive the PIN to collect your parcel on the phone number and email address registered on the site where you made your purchase. Any changes to your references must be made on the seller’s website.
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If you collect your parcel at an InPost point you need:
the name of the person who made the purchase (the name registered on the seller’s website)
the shipping code
the PIN received by email or sms from InPost
If you collect your parcel at a Locker you need:
the shipping code
the PIN received by email or sms from InPost
Please note that the notification of delivery along with the PIN will come from InPost, not from the site where you made the purchase. -
The pick-up times depend on the site where you made the purchase. Find the exact date by which pick up the package in the email with the information for the pickup you will receive from InPost.
If you have problems retrieving the package in time, we suggest that you write to our service by email, entering the tracking number of the package, and ask for support.
- You can always check your shipment with the functionality 'parcel tracking'. You can find the parcel number on the email; it is a 24 digits number.
- If a Parcel Locker is unavailable or damaged and you cannot pick up your shipment, be sure to report it to our customer service. It is available between 8 am and 8 pm, at the following number: 02.38582894
- The protection of your personal data is very important to us. When providing postal services, we are required to maintain postal secrecy, which includes, among other things, information provided in posted items, data on entities using postal services, and data on the fact and circumstances of providing postal services or using these services. For more details please refer to the privacy policy page.
- All changes to your data are to be made on the site where you made the purchase. Always check your registration email on the site where you intend to buy, the notifications will arrive on the channels you communicate.
- There may be a mistake in filling in your references on the vendor's website. Check the website where you made the purchase.
- It is possible to pick up a parcel from a locker only using the QR code or the Pin code received via email and SMS. If you need to delegate someone else to pick up the parcel, we invite you to share the received codes.
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Do you have doubts about the operation of the app or trouble locating your parcel? InPost Customer Service is waiting for your questions.
You can also always use Chatbot's help. Just use the "Contact Us" button in the "Help" tab.
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Reliable communication is the key to an efficient parcel pickup. Thanks to the InPost app, you're always up-to-date on the status of your shipments!
Please remember that if you uninstall the app, you will stop receiving PUSH notifications about your shipments on your mobile device. You will still receive communications via email and SMS at the address and number provided at the time of shipment (by you or the sender). If you want to receive notifications in the InPost app, please reinstall it and log in with the phone number to which the shipment was sent.
Keep in mind that deleting or logging out of the InPost app will prevent you from receiving timely updates on your shipment status changes.
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Do you have a shipment for home delivery but would you rather pick it up at an InPost locker or an InPost Point? You can do it!
Redirecting your parcel allows you to enjoy all the benefits of collecting from an InPost point: no waiting at home, and you can collect whenever you want, 24/7 in the case of lockers.How it works:
When InPost sends you email notifications to track your parcel, inside you will find the instructions and the link to redirect the delivery to the locker or InPost Point you prefer. Just follow the steps indicated in the email and you're all set!For the moment, the redirection feature is not yet available directly from the app, but the process is still simple and fast.
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At the moment, the InPost Direct service is not available for purchase directly from the InPost app. No worries though: you can create and purchase your InPost Direct shipment in just a few steps from the mobile version of the InPost website, by visiting this page: https://inpost.it/en.
What to know after creating your shipment:
If you are the sender, for the time being your InPost Direct shipment will not appear in your shipment list within the app. However, you can monitor the progress of your parcel at any time on inpost.it, at the page https://inpost.it/en/find-parcel: simply enter the tracking number you received at the time of purchase.The recipient, on the other hand, will be able to view and follow the shipment conveniently and directly from the InPost app, receiving all notifications about the parcel status.
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With InPost app you can pick up your parcels even easier and faster with the remote locker opening feature!
You don't need to confirm anything on the locker screen: the door will open by itself by selecting the feature directly from the app.How does it work?
- When your parcel is delivered to the InPost locker, you will receive a notification.
- Head to the InPost locker of your choice.
- In the app, select the "Shipment details" option.
- Click the "Open the locker from the app" button.
- The door will open automatically!
- The app will show you where the door with your parcel is located! Done!
To open the door remotely, you need to be within approximately 70 m of the InPost locker of your choice.
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With InPost app you will always be up to date!
After activating your account in the app, your phone will show all shipments linked to your phone number or email address.
You can quickly track the right shipment by number and sender, and rename it as you like to identify it more easily. With our app, you won't miss a thing!
Each shipment in the system includes: shipping number, sender details, collection code and QR code, as well as a complete history of changes.
With InPost app you are always informed!
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Only parcels addressed to you are visible in the App.
Return parcels, meaning those you are sending back, are currently not displayed within the App.
However, you can still track your parcel at any time on the inpost.it website, at https://inpost.it/trova-il-tuo-pacco: simply enter the tracking number received at the time of purchase.
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If your package gets lost or is delayed, please report this to our Customer service team at 02.38582894.
- If your shipment has been damaged or stolen, please contact our Customer Service immediately at 02.38582894.
- To contact the Customer Service Department, please call the Helpline number: 02.38582894.
- The helpline works from Monday to Saturdays between 8:00 and 20:00.
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No, once the shipping label has been created, it will no longer be possible to change the delivery address.
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The courier will make two delivery attempts to your home. If both attempts fail, the package will be delivered to the nearest available locker or InPost Point to the delivery address. If the seller does not allow redirection to a pick-up point, the package will be returned to the sender.
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No, delivery times are the same as those for Out of Home deliveries. To check average delivery times, visit this page: Average delivery times.
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No, delivery will take place within 2-3 business days between 9:00 AM and 8:00 PM. To check average delivery times, visit this page: Average delivery times.
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No, delivery times are as listed on this page: Average delivery times.
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No, once home delivery has been selected, it is not currently possible to redirect it to a pick-up point. This may only happen in cases where delivery to the original address is impossible for reasons not related to the courier. In this case, the courier will redirect the package to the nearest available location.
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From Monday to Friday, between 9:00 AM and 8:00 PM.
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No, the courier will not call before delivery.
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No, delivery will be made to the entrance of the building but will not proceed beyond the recipient’s doorstep.
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You will receive an email at the provided email address both when the package is out for delivery and, if necessary, when a delivery attempt fails.
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The courier delivers the package directly to the recipient's door. If the recipient is not available, the courier will attempt delivery again. After two failed attempts, the package will be delivered to the nearest available locker or InPost Point.
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Contact the seller from whom you purchased the item and file an official complaint.
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Contact the seller from whom you purchased the item and file an official complaint.
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Contact the seller from whom you purchased the item and file an official complaint.
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Contact the seller from whom you purchased the item and file an official complaint.
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This is only possible if allowed by the shopping website. You need to check the available payment options directly on the website.
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No, order cancellations must be handled directly through the shopping website.
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You will receive an email indicating which locker or InPost Point the package was delivered to, along with its address. The email will also include a PIN code for package retrieval and the deadline for pick-up.
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The package will be returned to the sender or the e-commerce retailer.
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You can choose to have your shipment delivered to one of our 9,500+ Lockers and InPost Points.
With InPost Lockers or InPost Points, it is possible to receive parcels weighing up to 25 kg and with maximum dimensions of 41 × 38 × 64 cm.
If you choose to collect your parcel from a Locker, you will find compartments in three sizes:
- S: 8 × 38 × 64 cm – perfect for T-shirts, books, necklaces, and CDs
- M: 19 × 38 × 64 cm – perfect for shoes, phones, and bags
- L: 41 × 38 × 64 cm – perfect for boots, keyboards, and backpacks
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Cancellations are possible within 30 days of purchase. Fill out the request form and select the option 'Withdrawal from an InPost Direct shipment'.
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After completing the purchase, you will receive an email with your label ready for download.
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InPost Direct allows you to purchase a parcel shipment directly from our website, print the label, and drop it off at one of our lockers or InPost Points.
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Choose a parcel size (S, M, L), select optional additional coverage, pay online, and download your shipping label. Then, drop off the parcel at an InPost locker or InPost Point.
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We offer three sizes: Small (S), Medium (M), Large (L). Each size has specific dimension and all have 25kg as weight limit. Ensure your parcel fits within the chosen category.
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Every shipment includes coverage up to €25 at no extra cost.
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You can choose extra coverage: €50 (+€2), €100 (+€3), €150 (+€4), €200 (+€5), €250 (+€6). Select your preferred option during checkout.
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Use our locator tool to find the nearest InPost locker or partner point.
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Estimated delivery times vary by destination: at this page you'll find the average delivery time by area
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Enter your tracking number on our tracking page to check the status of your shipment.
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No, we currently ship only to Italy. But stay toned because new countries will be added soon.
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We accept Visa and Mastercard debit cards, Visa Mobile, and Google Pay.
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You can retrieve it from your email.
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To find out which items CANNOT be shipped with our service, please refer to our Terms and Conditions
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Contact our support team with your tracking number following our claims process.
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No, you don't need to register to InPost Direct.
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Changes are not possible after the label has been generated.
Before proceeding with the purchase, always make sure that the information entered is correct. -
Yes, as long as they have the shipping label attached to the package.
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Yes, an invoice will be sent to your email after payment.