Change a delivery, return, and solve other issues with shipments

You sent a parcel, but need to change the delivery point or locker? Or do you need to make a return, resolve an issue with a damaged parcel or missing contents, or did you receive the wrong delivery?

This guide will walk you step by step through what to do in each case, so you can resolve the situation quickly and easily.

What to do depending on each situation:

1. If you want to change the locker or delivery point: track the shipment and use the change option, if it is available (which will depend on whether the parcel has already been delivered).
2. If you need to return an order: first request the return in the online store. Then prepare the parcel and drop it off at a Ponto Pack or Locker. You will receive a confirmation email when the return is correctly registered.
3. If your parcel arrives damaged or something is missing from the contents: keep the packaging and take photos of the outside, the label, and the issue. Then, fill out our form as soon as possible; this will make the process easier.
4. If you received a parcel that is not yours: do not open it. Check the label and fill out our form so that we can tell you the next step.
5. If you have questions about what types of items can or cannot be shipped: there are usually restrictions on perishable goods (fresh or refrigerated food) and pyrotechnic materials (fireworks or flares).

Changing a Ponto Pack or Locker

Sometimes, it may be necessary to change the pickup location to a different Ponto Pack or Locker, for example at the recipient's request. Check the shipment status in our shipment tracking tool or through our app, as this type of change may no longer be available, depending on the stage of the journey the shipment is at.

Quick Checklist

• Have the order number handy, which you received by email or SMS.
• Go to our shipment tracking page or our app; check the shipment status, which will show whether you can still make changes.
• Select what you want to change: the destination Ponto Pack or Locker.

If you cannot find the change option, fill out our form for customer support and we will contact you.

Returning an order step by step

Do you need to return an order? With InPost, you can do it in just a few simple steps. First, request the return from the online store where you purchased it and carefully prepare the package; then simply drop it off at a Ponto Pack or Locker of your choice.

In a few quick steps:

• Contact the store where you made the purchase to request the return.
• Prepare the package, sealing everything well so the contents stay protected.
• Go to one of the Ponto Packs or Lockers from InPost and drop off the order to be returned, following the instructions on site.
• You will receive a confirmation email when your return is correctly registered.
• You can track the route and status of the return through our app or the tracking tool on our page.
• When the store receives the item, it will process the return according to the purchase terms and conditions (refund or exchange).

My order is damaged or items are missing

If your order arrives in poor condition or something is missing from the package, the most important thing is not to leave it until later. Taking photos and gathering information from the start helps resolve the problem more successfully and quickly.

What to do: in 3 steps

• Check the packaging and contents carefully; do not throw the packaging away.
• Take clear photos of the outside of the packaging, the label, and the damaged or missing items. 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 form and we will contact you.

I received a parcel that is not mine

This can happen, especially when there are many parcels in transit. In these situations, the most important thing is not to open the parcel and report what happened as soon as possible, so that we can indicate the next step.

What to do?

1. Do not open the parcel.
2. Check the label to verify the name and the destination Ponto Pack or Locker.
3. Fill out our form and we will contact you.

Prohibited shipments

Before preparing a parcel, make sure the item is allowed. There are products with legal restrictions or safety limitations regarding transport.

Common questions examples

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

When to contact support?

Contact customer support if any of these situations occur:

• Tracking shows that the parcel was delivered, but you have not received it yet.
• You tried to change the Ponto Pack or Locker, but the change repeatedly fails or repeated checks in tracking show that it was not applied.
• You cannot report a problem (damage, missing contents, or wrong parcel) because the form does not load, shows an error, or cannot be submitted.

InPost Online Tools

• Nearest Ponto Packs or Lockers Locator: find the nearest pickup point and check its opening hours.
• InPost Order Tracking: Check the order status and available options.
• Download Our App: Manage your orders easily with the InPost app. Check the parcel location, receive notifications about its status, and access the information needed to make pickups or shipments.