How to collect your parcel at a Ponto Pack or InPost Locker

Collecting your parcel with InPost is quick and easy; but that does not mean questions cannot arise: you cannot find your PIN or QR code, you need someone else to collect your parcel, you do not know the deadline for collection, or the Locker is having problems. Here we will show you what to do in each case, step by step.

What to do depending on each situation:

1. How to collect your parcel from a locker: Have your PIN or QR code ready (which you will receive by email, SMS, or in the InPost app) and follow the instructions on the screen to open the Locker.
2. How to collect a parcel from a Ponto Pack: Go to the store with the PIN or QR code. As a precaution, bring your identity document, which may sometimes be requested.
3. What to do if you cannot find your PIN or QR code: First, check your SMS, email (including the spam folder), and app notifications. If you still cannot find it, fill in our form so that we can help recover it.
4. Deadline for parcel collection: The “ready for collection” message usually includes the deadline to do so. The deadline from the moment the parcel becomes available for collection is 8 days.
5. Collection by someone else: Send the PIN or QR code to the person who will take care of the collection and do not forget to inform them of the exact location of the pickup point. In the case of a Ponto Pack, it may be necessary to provide third-party delivery authorization.
6. Locker closed or out of service: If you are unable to collect the parcel, fill in our form and let us know what happened (do not forget to include the Locker location and the parcel tracking number).

How to collect your parcel from a locker

The Locker lets you pick up your order without queues or waiting, at the time that suits you best. We send the PIN or QR code when the order is ready for collection; simply enter the PIN or scan the QR code on the screen to open the Locker, where you will find your parcel.

Step by step:

1. When you receive the “ready for collection” message, save the PIN or QR code, in case the signal is weak when you are in front of the Locker.
2. Go to the Locker indicated in the message or in the app, which will usually be the same one you selected when placing the order. If it is not a 24-hour Locker, check the opening hours.
3. On the screen, enter your PIN or scan the QR code and follow the instructions.
4. Once the Locker is open, simply take your parcel and close it again. Done!

How to collect your parcel from a Ponto Pack pickup point

When you receive the “ready for collection” message, go to the Ponto Pack counter, where they will hand over your parcel.

Step by step

1. Check the Ponto Pack pickup point opening hours.
2. Have your PIN or QR code, which you will receive by email, SMS, or in the app, ready.
3. At the counter, present the PIN or QR code and, if requested, an identification document.
4. Collect your parcel. Before leaving, confirm that it is your order by checking the label.

What to do if you do not have your PIN or QR code

If you cannot find the PIN or QR code, in most cases it will eventually appear, after a few checks, in the collection message or in the app.

Quick checklist

1. Look for the SMS or email with the collection message. Also check your spam and promotions folders. If you have the app, check it (if the parcel is linked).
2. Make sure you are looking at the same email address or phone number that was used in the purchase or linked to the shipment.
3. If the code still does not appear, fill in our form, providing:

• The shipment or tracking number
• The recipient's name
• The pickup point

The deadline for parcel collection

When your parcel is at the pickup point, you will receive a message informing you that it is available for collection, which will show the deadline you have to do so. The deadline for domestic shipments is generally 8 days, سواء in Lockers or in Ponto Packs.

Quick checklist

1. As soon as you receive the available for collection message, note down the deadline date.
2. Do not leave it to the last minute. Try to collect the parcel in advance and, if you are unsure whether you will make it in time, consider asking someone else to take care of it for you.

Collection by someone else

If you are unable to collect your parcel before the deadline, someone else may do it for you. To avoid having to go to the pickup point more than once, it is best for the person who will collect it to have everything ready, especially if it is a Ponto Pack.

Quick steps

1. Share the PIN or QR code with the person who will make the collection. The best way is a screenshot of the message or the app, uncropped.
2. Confirm the exact location (Locker or Ponto Pack) and, in the case of a Ponto Pack, the opening hours.
3. If the parcel is at a Ponto Pack, you may be asked to provide third-party delivery authorization. In that case, you will need:

• Original or copy of the sender's NIF
• Original NIF of the authorized person
• Third-party delivery authorization with: name and NIF of both people, shipment number, and sender's signature

Locker closed or with problems

It may happen that the Locker is closed or not working properly. Below, we indicate what to do in each case.

Locker closed

This can happen if the Locker is located in a place with fixed opening hours, such as a shopping center, or due to a temporary issue.

1. The obvious solution is to return during the opening hours of the place where the Locker is located.
2. If your parcel appears as available, but you cannot access the Locker to collect it, fill in our form and describe the situation.

Locker not working

If the screen does not respond or you cannot complete the collection:

1. Note the time and location of the Locker, and have the parcel number ready.
2. Fill in our form and describe what happened so that we can indicate the next steps.

When to contact customer support

Contact our support if:

• The parcel appears as available at the pickup point, but you cannot collect it by following the normal process.
• You encounter a problem, such as a change of location or return, and are unsure about the next step.

InPost online tools

• Parcel tracking: Whenever you need to know where your parcel is in real time.
• Ponto Pack and Locker locator: To find the nearest InPost pickup point and check the corresponding opening hours.
• Download our App: With the InPost app, you can manage your parcels with complete ease. Track shipments, receive status notifications, and access the information needed to collect or deliver your parcel.