My InPost shipment is at another point: relocation, closed point, or error

You made a shipment and, without requesting it, there was a change in delivery: it is at another InPost point, the Ponto Pack or Locker is closed, or tracking indicates that it was delivered to another address. In this guide, we will describe what to do in each case, to resolve the issue quickly and easily.

If your shipment has changed destination, the first thing to do is check tracking to find out where the parcel is currently and what its latest status is. In many cases, this is an automatic relocation, due to lack of capacity or a problem with the point (for example, because it has closed), and the parcel is available for collection. If something doesn’t “add up” or the shipment appears as delivered despite still not being in your hands, fill out our form, providing the tracking number, and we will review your case.

• Tracking number
• Access to the email or SMS associated with the shipment
• InPost Iberia app (optional)
• InPost point shown in tracking
• If your shipment was deposited at another InPost point: check the shipment tracking to find out which is the new Ponto Pack or Locker and check the opening hours before going to collect the parcel. Normally, it will be a point near the one you chose.
• If the Ponto Pack or Locker is closed: confirm whether the shipment is still assigned to that point or whether it has been relocated to another one.
• If tracking indicates “Delivered”, but you still don’t have it: review the shipment tracking, to be sure, and if you can’t find your parcel fill out our form.

This may happen even if another point was chosen. Normally, it is due to an operational adjustment: the chosen point is full or closed, has some issue, or cannot accept more parcels at that moment.

1. Go to the shipment tracking and confirm the exact point where the parcel was deposited.
2. Check the opening hours of the new Ponto Pack or Locker before going to collect the parcel.
3. If the new point is not convenient for you or you cannot collect it, fill out our form and describe the situation to us.

This may happen if the point is inside a place with opening hours (for example, a shopping center) or if there is a temporary issue. In some cases, the parcel waits until the point becomes operational again. In others, it may be relocated to a nearby point.

1. Check tracking to confirm whether the parcel is still assigned to the same point or whether there has been a change.
2. If the point is closed due to opening hours, come back during business hours.
3. If the shipment appears as available, but you cannot access the point to collect it, fill out our form and describe the situation to us.

First of all, it is worth making a quick check: sometimes “Delivered” is confused with “Available for collection”, or the parcel has already been collected by an authorized person.

1. Confirm whether the shipment was meant to be collected and whether it is indeed “Available in the Locker or Ponto Pack”.
2. Try to find out whether any authorized person may already have received or collected it.
3. If it still appears as “Delivered” and is still not in your possession, fill out our form as soon as possible, providing the tracking number. We will tell you the next step to take, depending on the situation.

• “There was a change of point and I don’t know which one it is now”: check the shipment tracking, where the updated Ponto Pack or Locker will appear.
• “The Ponto Pack/Locker is closed and I can’t collect it”: confirm whether it is inside a place with opening hours and check whether the shipment may have been relocated to another point.
• “The Locker is not working” (screen off or unresponsive): fill out our form, providing the tracking number.
• “The parcel appears as delivered, but it hasn’t reached me”: confirm whether it is indeed “Available for collection” and whether it may already have been collected by someone authorized.
• “Tracking shows no changes”: sometimes updates are made in stages. Check the date of the last movement and look at tracking again later.
• The shipment was relocated to a point you cannot use and you can’t find an alternative in tracking.
• Your Ponto Pack or Locker appears as available, but it is closed or you cannot access it.
• Tracking indicates “delivered”, but you did not receive the parcel.
• Ponto Pack or Locker locator near me: find the nearest point and check opening hours.
• InPost shipment tracking: check the parcel status and the available options.
• Download our app: through the InPost appyou can easily manage your parcels. Check tracking, receive notifications about the shipment status, and access the information you need to collect or send your parcel.