Change delivery, return, or resolve an issue with InPost parcels

You have made a shipment and need to change the delivery Punto Pack or Locker, make a return, or resolve an issue such as a damaged parcel, missing contents, or an incorrect delivery. In this guide, we tell you what to do step by step, depending on your case, to resolve it quickly and easily. 

What to do depending on your case

1. If you want to change the delivery Punto Pack or Locker: check the shipment tracking and use the change option if it appears. This will depend on the parcel status. 
2. If you are returning an order: request the return at the online store. Then, prepare the parcel and drop it off at a Punto Pack or Locker. You will receive a confirmation email when your return or shipment has been registered correctly.
3. If your parcel arrives damaged or is missing contents: keep the packaging and take photos of the outside, the label, and the issue. You must fill out our form as soon as possible, so it will be easier to handle. 
4. If you have been delivered a parcel that is not yours: do not open it. Check the label and fill out our form so we can tell you the next step. 
5. If you have doubts about what can be shipped: there are usually restrictions on perishables (fresh or refrigerated food) and pyrotechnic material (firecrackers or flares). 

Change the delivery of Punto Pack or Locker

Sometimes you need to change the delivery to another Punto Pack or Locker, or the recipient prefers a different pickup location. Check in our shipment tracking tool or through our app what status your parcel is in, because depending on the stage it is in, the change may no longer be available.  

Quick checklist

• Have your tracking code handy, sent by email or SMS. 
• Go to our shipment tracking tool or through our app and check the parcel status. It will tell you whether you can still make changes. 
• And confirm what you want to change: the destination Punto Pack or the destination Locker. 

If you do not see the modification option, fill out our form for customer service and we will contact you.  

Returning a parcel step by step

Do you need to return an online purchase order? With InPost you can manage it in just a few steps. First request the return at the online store where you bought it, prepare the parcel properly, and drop it off at a Punto Pack or Locker when it suits you best.  

Quick steps 

• Request the return at the online store where you bought it. 
• Prepare the parcel and close it well so it arrives protected. 
• Take it to a Punto Pack or Locker and complete the drop-off following the point instructions (QR code or code). 
• You will receive a confirmation email when your return or shipment has been registered correctly.
• Check the shipment tracking in our tool or through our app to check the parcel status. 
• When the online store receives the parcel, it will process the return according to its conditions (refund or exchange).  

My parcel is damaged or is missing contents

If your parcel arrives damaged or something is missing inside, the golden rule here is not to leave it “for later.” Having photos and details from the start helps the incident be handled better and faster. 

What to do in 3 steps? 

• Check the parcel and the contents and do not throw away the packaging. 
• Take photos that are clearly visible  of the outside, the label, and the damage or missing contents. 
• Report the issue through the appropriate channel:  If it is an online purchase, contact the store first. 
• If it is a personal shipment, fill out our InPost form and we will contact you. 

I was delivered a parcel that is not mine

It can happen, especially when there are many shipments in transit. In these cases, the most important thing is not to open it and to report it as soon as possible so we can tell you the next step. 

What to do? 

1. Do not open it.
2. Check the label to confirm the name and the destination Punto Pack or Locker. 
3. Fill out our InPost form and we will contact you. 

Prohibited goods 

Before preparing a shipment, it is worth checking whether the item is allowed. There are products with restrictions or safety limitations that may prevent transport. 

Common examples of doubt 

• Pyrotechnic material (firecrackers or flares) 
• Perishable products (fresh or refrigerated food) 

When to contact support? 

Contact support if any of these cases occur: 

• Tracking shows delivered, but you have not received it. 
• You have tried to change the Punto Pack or Locker and the change repeatedly fails or is not applied after several checks in tracking. 
• You cannot report an issue (damage, missing contents, or wrong parcel) because the form does not load, gives an error, or will not let you submit it. 

 InPost online tools 

• Nearby Punto Pack or Locker locator: find the nearest point and check opening hours. 
• InPost shipment tracking: check the parcel status and the available options. 
• Download our app: from the InPost app you can manage your parcels easily. Check tracking, receive notifications about the shipment status, and access the information you need to pick up or drop off your parcel.