Frequently asked questions
Which are the last recommended dates of sending for Christmas 2010 (pdf)
Why can’t I call an individual post office directly?
Does it cost something to call the Customer Service?
Are phone calls to customer service recorded?
What are the opening hours of post offices?
Where is my nearest post office?
Why is the daily mail delivered at different times?
Where is my shipment?
How can I find out if my item has been delivered?
Can I collect my shipment from the post office without a notice of arrival?
How long will my item be held at the post office?
I dropped a letter in the letterbox without a stamp. Is there anything I can do about it?
How can I ensure that my parcel will not break during delivery?
Why must the parcel be marked with the sender’s details as well?
Why is a shipment sometimes delivered incorrectly even if the address details are absolutely correct?
Will mail be delivered if the address details of the shipment are incomplete?
What happens to shipments with incorrect or unclear address details?
Why can’t I call an individual post office directly?
Phone calls are centralised in a customer service which is open Monday to Friday from 8 a.m. to 8 p.m. and Saturdays from 9 a.m. to 2 p.m. This way, post office employees can concentrate on serving the customers in the post office.
The customer service uses the same data systems as the post offices so, for instance, the information concerning an arriving parcel is also available via the phone service. Of course, if necessary, the phone call will still be connected to the desired post office.
Does it cost something to call the Customer Service?
Our customers pay a local network charge or mobile phone call charge to their operator for calling Customer Service. The call charge begins immediately when the call is connected, so queuing for Customer Service is also subject to charge. There are no other charges for calling Customer Service.
Are phone calls to customer service recorded?
All phone calls to customer service are recorded. Recordings are used to secure the rights and legal protection of both customers and Itella Corporation. The recordings may also be utilised in the internal training of personnel for the purpose of developing customer service and improving quality.
They are not used for other purposes, nor are they conveyed to third parties unless so required by law.
What are the opening hours of post offices?
You can find the addresses of post offices from our web pages by using the Post Office Search. You can use a postal code, city or municipality name or the name of a district or municipality district as the search criteria.
Post Office Search
Where is my nearest post office?
You can find the addresses of post offices from our web pages by using the Post Office Search. You can use a postal code, city or municipality name or the name of a district or municipality district as the search criteria.
Post Office Search
Why is the daily mail delivered at different times?
Mail delivery time is influenced by the amount of mail as well as the weather conditions and changes in the delivery route. In accordance with our delivery conditions, mail will be delivered on weekdays by 4 p.m.
Where is my shipment?
Posti offers tracking for domestic and international parcels and letter services with a tracking number. You can use the address www.posti.fi/english/itemtracking to track your item.
If you cannot find the item with the tracking code you entered or the information seems to be incorrect, this may be due to one of the following reasons:
- Typing error: Check the item code you entered. You can also find it at the bottom of the printout page. Enter the code without spaces.
- The item has not yet been registered in the system.
- The item has not yet been left for delivery by Posti.
- The item was mailed more than 2,5 months ago.
- There are discrepancies in the system’s data or the shipment. If necessary, you can contact Customer Service.
Instructions for Item Tracking
How can I find out if my item has been delivered?
You can track the progress of your item on the Internet at www.posti.fi/english/itemtracking.
Can I collect my shipment from the post office without a notice of arrival?
You can collect your item without a notice of arrival if you have a tracking code provided by the sender. For instance, a domestic parcel code has 21 characters – JJFI followed by 17 numbers. When collecting an item without a notice of arrival, the person collecting the item must provide proof of identity.
How long will my item be held at the post office?
Domestic and foreign parcels will be retained for two (2) full calendar weeks in addition to the arrival week.
All-In-One parcels and letter mail will be retained for three (3) full calendar weeks in addition to the arrival week.
I dropped a letter in the letterbox without a stamp. Is there anything I can do about it?
Letters or parcels sent with an inadequate payment indication or entirely without a payment indication will be delivered to the addressee’s local post office as redeemable items. The addressee will be sent a notice of arrival with which the letter or parcel can be collected from the local post office. In addition to the inadequate postage payments, the addressee will be charged a redemption fee of EUR 2.00 per item.
A letter dropped in a letterbox without a postage fee cannot be retrieved.
How can I ensure that my parcel will not break during delivery?
If your parcel includes fragile goods, you should select the Fragile additional service or a transport insured delivery. In addition, the parcel should be packaged carefully in order for it to be delivered undamaged.
Packaging Instructions.
Fragile Items.
Valuable Items.
Why must the parcel be marked with the sender’s details as well?
If for some reason the parcel cannot be delivered to the addressee – due to an unclear or outdated address for example – Posti will return the shipment to the sender.
Why is a shipment sometimes delivered incorrectly even if the address details are absolutely correct?
Even though mail handling is mostly automated it still involves a lot of manual labour, which is why delivery mistakes, though rare, are possible.
Should you receive an incorrectly delivered shipment, Posti would appreciate it if you could mark the item with “incorrect delivery” and return it to the nearest letterbox, post office or mail carrier. You can also call our Customer Service for further information.
Will mail be delivered if the address details of the shipment are incomplete?
Yes, most likely it will be, but the delivery may be delayed. Efficient mail delivery is based on accurate, complete and clearly marked address details. Mail is sorted and handled several times before it is delivered to the addressee, and, for instance, if the postal code includes even a small error the shipment may be directed to the wrong locality during machine sorting. This may cause a delay of one or two days. Furthermore, if there are no address details, the shipment cannot be delivered.
What happens to shipments with incorrect or unclear address details?
Letters not suitable for post centres’ sorting machines are sorted manually, and if the addressee cannot be verified, the item will be returned to the sender. If the sender cannot be verified, the shipment will be delivered Posti’s Item Investigation Services in Jyväskylä. This service will try to clarify the details of the addressee or sender with the help of Posti’s extensive address register.
If this is not successful the items will be delivered to Finnish Communications Regulatory Authority unit. This unit has the permission to open letters and parcels to try and find information on who the item belongs to. Incomplete, outdated or unclear address details often cause delays in letter delivery.
