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You can track your parcel using your shipment number by entering it on the tracking page. If you don't have a shipment number, you can contact the sender to obtain it. The sender also has access to the parcel tracking.

InPost will send you an email or SMS when the parcel has arrived at its destination point. Meanwhile, you can track your parcel using your shipment number. If you don't have a shipment number, you can contact the sender to obtain it.

At both the Locker and Punto Pack, we keep the parcel available for you for 8 calendar days for domestic shipments. After this period, the parcel will be returned to the sender (online store, seller, or private customer).

After presenting an ID document (ID card, passport, driver's license) to the merchant, they will hand over your parcel. You will need to validate the receipt with an electronic signature.

Yes, it is possible. The person must present the original or copy of the holder's NIF and the original of the authorized person. Along with a delivery authorization to third parties stating the name and NIF of both people, issue number, and the holder's signature.

If your Point Pack | Locker is out of service, you will receive an email and an SMS to choose whether to wait for your Point Pack to reopen or select another one. If you do not respond or if there are logistical constraints in your area, the selection may be made automatically to send your package to an available Point Pack | Locker near your home.

Check the tracking of your package using your shipping number. If you do not have a shipping number, you can contact the sender so they can provide it to you. If the problem persists, you should contact InPost directly.

If, when collecting your order at a Punto Pack, you detect that the packaging is damaged, broken, or dented, you must refuse the parcel at the time of delivery and inform the merchant before providing the PIN, requesting that it be returned to the sender.

If you decide to collect the parcel and later find damage to the contents, you must contact the brand within the following time limits: 1 day from delivery for visible damage, or 7 days for non-visible damage.

For private customers: for shipments to Spain, the claim is made through the usual forms. For international shipments, the issue is handled in the destination country.

Specific time limits: Germany (3 days), Italy (7 days).

In the case of pickup at a Locker, it is not possible to return the parcel once it has been collected; the claim must be made directly

Shipping incidents for deliveries are handled by InPost services within a maximum period of 15 days. You must submit your information request by completing the corresponding form.

Our Commercial Department will contact the sender within 7 days from the declaration of loss of the package to proceed with the compensation, which will depend on the level of insurance purchased.

You must contact the sender (online store, Marketplace seller, or private individual), who will tell you how to proceed. Once you have the instructions, prepare the package and drop it off at a Punto Pack or Locker. You will receive a confirmation email when your return has been successfully registered.

Once the parcel has been accepted into our network, we cannot modify the Punto Pack | Locker delivery point. However, please check the shipment tracking: depending on the parcel status, the change option may be available. If so, you can manage the change from our tracking tool or from the InPost Iberia App.

If you are absent during a home delivery, InPost will contact you. Our delivery agency will contact you to arrange a new appointment.

Once the parcel has been accepted into our network, it is not possible to change the shipping method originally selected. However, check the shipment tracking: depending on the package status, a change option may be available.

When the package has been dropped off at a Punto Pack | Locker for acceptance into our network, an email will be sent to the recipient.

The package will be forwarded to the origin Point Pack | Locker where it was accepted. InPost will cover the cost of this reforwarding.

Carriers deliver the packages to the businesses in the Punto Pack | Locker network from Monday to Friday. There is no delivery on Saturdays, Sundays, or public holidays.

Once you have entered your PIN, the locker containing your package will open and you can collect it. As most of our Lockers are located outdoors, you can collect your packages 24 hours a day, 7 days a week.

Once you have entered your PIN, the locker containing your package will open and you can pick it up. Since most Lockers are located outdoors, you can collect your packages 24 hours a day, 7 days a week.

A fixed €25 insurance (VAT included) is included in the shipping price. On the checkout page you also have the option to choose a higher level of compensation, with an adjusted fee.

Shipments to the Balearic Islands are included in the "Spain" rate; there is no surcharge.

You can check all shipping rates on our website in the "Make a shipment" section. Within this section, you can find the "Rates" tab with all the information.

The shipment of a package will be billed according to its actual weight. Payment is made when creating the label using the prepaid account, bank card, or PayPal. At checkout on our website, the total cost of your shipment (shipping + optional insurance + VAT) will be shown, an amount that will then be deducted from your prepaid account.

You can check your account balance in your profile in the "prepaid account" section, or directly from "my profile" in the menu.

You can top up your account by paying the amount you want by bank card (Visa, Mastercard) in secure mode via our partner Verifone e-commerce (Paybox), or via your Paypal account. It is not possible to carry out this operation via bank transfer or direct debit.

You can choose the amount you want to add to your account with no minimum or maximum limits. The amount will be credited to your account and you can use it whenever you want. The amount added to your account will be available at all times and there is no expiration date for use.

You have a period of 30 days from the recharge date to make the cancellation, from your profile in the My Orders tab, as long as none of the recharge has been used. If you exceed the 30-day period or have used part of the loaded amount, you must request the refund of your balance directly from the My Prepaid Account section.

You can request the refund of your prepaid account balance directly from the My Prepaid Account tab by filling out the form, and at the bottom of the page you will find the button "request the refund of my prepaid account balance". This process does not incur any cost.

You can add supplementary insurance right before the checkout stage, once you have added your shipping to the shopping basket. These compensation levels guarantee loss or damage confirmed during the transport of your package and include shipping costs.

If you cannot validate the creation of a shipment, check the filled-in fields or whether the entered address exceeds the maximum length of 32 characters.

You have up to 30 days from the payment date to use a label for a shipment and admit it at a Punto Pack | Locker.

The recipient card is used to locate a parcel whose label has been removed or torn during transport. Sometimes our logistics teams find parcels without labels, making it impossible to identify the recipient. By simply cutting and inserting the 'RECIPIENT CARD' section inside the parcel before closing it, our teams will be able to find the recipient and deliver the parcel.

No, it's not mandatory, but we recommend printing the recipient card and placing it inside the parcel before closing it. If the external label comes off or gets damaged, this card will allow our logistics team to identify the recipient and complete the delivery correctly.

It's not possible to modify a label after it has been created. However, if you made a mistake generating the shipping label, you have up to 30 days from the payment date to cancel a label that has not yet been admitted to our network. To do this, go to your profile / my orders, and by clicking on the magnifying glass, access the 'refund' option. The refund will be processed within 24 hours to your account. Then, you can create new labels with the correct information.

No problem, you will find your labels from the My Profile page. You have two options: print the label yourself or use our label-free shipping service.

You have up to 30 days from the payment date to cancel a label that has not yet been accepted into our network. To do this, go to your profile / my orders, and by clicking on the magnifying glass access the “refund” option. The refund will be made within 24 hours to your account (whether PAYPAL, bank account, or prepaid account, depending on the payment method used). You can then create the labels again with the correct information.

Yes, you have up to 30 days from the payment date to cancel a label that has not yet been accepted into our network. To do so, go to your profile / my orders, and by clicking the magnifying glass, access the "refund" option. The refund will be processed within 24 hours to your account.

You should check whether you have the (free) update for the "Adobe Acrobat Reader" program, which is used to open the PDF file and print the label. If the problem persists, we recommend trying another PDF reader such as Foxit Reader, which has a free version.

Once payment has been made, you can choose between downloading the label or downloading the QR code. If you want to ship without a label, you must select the QR option. Locate your nearest locker to make your shipment using the interactive map. Once in front of the locker, select the "Send a package" option and scan the QR code on the scanner. You will then need to choose your package size: extra small, small, medium, or large.

You can find the package tracking number from My Profile in My Shipments.

You can find your invoices in the My Profile section under My Orders.

InPost reserves the right to rectify any error or incorrect indication of a shipment’s weight based on the readings of regularly calibrated measuring devices. In the event of a discrepancy in weight, the difference in the tariff will be claimed from the Customer, as well as an administrative fee of €15 (VAT included). The amount due is in your basket; you only need to make the payment by bank card, PayPal account, or using your prepaid customer account.

You can modify your email address or your password in My profile, in the "My login settings" section.

To modify your address, you must go to My profile, section "My billing address" and click on the pencil.

Simply click the "Forgot your password?" link from our website's homepage, and you will receive an email to change your password. If you haven't received it, check whether it went to spam or junk mail.

You can create your account by clicking on the account creation link. You will need to enter a valid email address and choose a password that must have at least 6 characters, of which two must be numbers or special characters (! ? / # $ ...).

You can delete your account from your Profile on our website or from the mobile app.

On the website: log in and sign into your account ➡️ "My profile" ➡️ "My login settings" ➡️ "Delete my account"

From the mobile app: log in to the InPost mobile app and go to the "Account" tab ➡️ "Settings" ➡️ "Delete my customer account".

If you delete your InPost account, it will be closed immediately and irrevocably both on the website and in the app. You will no longer be able to access your account data and will lose your history and order tracking data.

Please note: it will not be possible to delete your InPost account if your account balance is not equal to zero. If you have a positive balance, you can buy shipping labels with the remaining amount or request a refund of the balance to your bank account. If you have any outstanding amount to pay, you must proceed with the payment from your profile.

A Locker is a self-service parcel delivery service that lets you pick up, send, and return packages securely 24 hours a day, 7 days a week.

With our Locker service, you'll be able to send gifts to family or friends with complete ease. You can also manage returns and purchases from your favorite online stores, such as Vinted or Zara.

InPost Lockers are located in places that fit into everyday life, making it as easy as possible for you to stop by and collect your parcels.

The maximum size allowed in a Locker cannot exceed 64x39x39 cm or 25 kg.

All Lockers are solid, with 3 CCTV cameras and LED lighting. Regular maintenance is carried out to ensure they are in perfect condition. The Lockers are automated and can only be accessed through codes received solely by the recipient.

At InPost you can send shipments through our Punto Pack | Locker network with complete security.

We choose Locker locations to fit into everyday life and make pickup easier for our customers by placing them in convenient transit areas. In general, they can be found outside supermarkets, train stations, local shops, and service areas.

Find the Locker closest to your location in our extensive Punto Pack | Lockers network.

To collect a package from one of our lockers, all you have to do is take your 6-digit PIN code received by email and/or SMS and follow the instructions shown on the screen. Once you have entered your PIN, the locker containing your package will open and you can collect it. Since most of our Lockers are located outdoors, you can collect your packages 24 hours a day, 7 days a week.

Once you've entered your PIN, the locker containing your package will open and you can pick it up. Since most lockers are located outdoors, you can collect your packages 24 hours a day, 7 days a week.

If you’re in the process of sending a package, you have two options:

Shipping with a label: Print and stick the label on your package, then go to one of our Lockers and follow the instructions on the screen.

Shipping without a label: Take your package directly to one of our Lockers and follow the instructions on the screen to complete the shipping without a label. We’ll take care of everything. If you choose this option, it’s a good idea to write the order number on the outside of the package.

Keep in mind that the maximum size allowed in a Locker is 60x40x30 cm and 20 kg. The locker of the selected size will open, and you’ll place the package inside. The package should fit without forcing the locker, please don’t try to squish it in, as both the package and the locker could get damaged.

No. When leaving a package in a Locker, each package must have its own unique label and be placed in separate compartments to prevent it from getting lost.

If, upon receiving your order, you notice any obvious and visible damage, it is important that you let us know within the first 24 hours after delivery.

To process your claim as quickly as possible, we will need:

• Photographs of the product, clearly showing the damage.

• Photographs of the packaging, both inside and outside.

If the damage is not visible at first glance and you discover it after opening the package and checking its contents, you must submit the claim within 7 calendar days after delivery.

To help you and handle the case correctly, we will need you to provide us with:

• Clear photos of the already opened product, showing the damage in detail.

• Images of the packaging, both the inside and the outside.

• A written and detailed description indicating what was in the package, specifying the items you have received and, where applicable, any that are missing.

If you receive a package that does not match your order, it is important that you report it within 7 calendar days after delivery. So we can review the case and give you a solution as soon as possible, we will need you to send us:

• Photographs of the packaging, where the shipping label is clearly visible.

• Images of the package and the product received, so we can identify the type of item that arrived.

• If you notice overlapping or additional labels, it is essential to include detailed photographs of all of them, as they help us trace the mix-up or error in the shipment.

If, when you go to the Locker, your package does not appear in the compartment assigned to you, you must report it within 24 hours after the recorded delivery. To be able to review the case, we will need you to send us:

• A photograph of the compartment where the package should have been placed.

If your order takes more than 5 days from when you received the shipping notification, you can file a delay claim. Remember that this claim must be submitted within 21 days from when the order is available in the Locker, at the pickup point, or from when it has been delivered to your home.

In addition, if 30 days pass from the shipping notification and you still have not received the order in the Locker, at the pickup point, or at your home, you can process the claim as a total loss.

Some claims may be due to reasons not included in the usual categories. In those cases, a specific deadline will apply, depending on the type of incident.

You can submit this type of claim through the available customer service channels, and we will guide you on the steps to follow as appropriate.