FREQUENTLY ASKED QUESTIONS


I. GENERAL INFORMATION

 

1. What pickup points are available within the Poczta Polska network?

Przesyłki można odbierać w placówkach pocztowych i w automatach zlokalizowanych w wybranych placówkach w Strefach24h, sklepach Biedronka i Lewiatan oraz przy kasie w sklepach Żabka, ABC, Lewiatan, Delikatesy Centrum, na stacjach paliw Orlen i  w kioskach Ruch.

2. How can I collect my parcel?

Po otrzymaniu powiadomienia sms lub email o możliwości odbioru (email zostanie wysłany o ile nadawca podał  adres), odbiór przesyłki odbywa się na podstawie otrzymanego kodu w sklepach Żabka, ABC, Lewiatan, Delikatesy Centrum, kioskach Ruch oraz w automatach w placówkach pocztowych, sklepach Biedronka i Lewiatan.

In post offices and Orlen stations, the collection requires the presentation of an identity document. After receiving the parcel, a receipt must be signed.


II. NOTIFICATIONS AND COMMUNICATION WITH THE CUSTOMER

 

1. Will I receive notification of arrival of the shipment?

Yes, 3 SMS notifications are sent: about the possibility of pickup, the first reminder, the second reminder. If the sender has provided an email to the recipient, the recipient will also receive an email notification.

2. I did not receive the pickup code.

Probably the parcel was not accepted at the pickup point (Żabka, Ruch), and only after this a sms/e-mail with the code is sent. The case should be reported to Poczta Polska Contact Center by calling 801 333 444 or (+48) 438 420 600 or by writing to kontakt@poczta-polska.pl, which will take appropriate action and provide feedback.

3. I want to change the phone number for sending SMS with the pickup code.

The shipment sender submits a request to kontakt@poczta-polska.pl, along with a new phone number to which the pickup code is to be sent.

4. Parcel tracking shows the status “delivered” and it was not received by me.

Probably this status was given by mistake and does not mean that the parcel was already received by someone, but that it was delivered by the courier to the pickup point. The correct status at this stage is: “delivered to the pickup point”. The information should be reported to Poczta Polska Contact Center by calling 801 333 444 or (+48) 438 420 600 or by writing to kontakt@poczta-polska.pl, which will take appropriate action and provide feedback.


III. REDIRECTS AND CHANGES

 

1. Can I redirect the item to another point?

The PUDO delivery does not allow forwarding of parcels to another point.

2. Can I extend the pickup deadline?

Shipments at pickup points are waiting for pickup for 7 days. It is not possible to extend this deadline.

3. Can another person pick up the item for me?

Yes, you can authorize a specific person to collect your parcel. A written power of attorney together with an identity document should be presented to the employee of the point at the time of receipt. Exceptions are Żabka stores, Ruch kiosks and parcel lockers, where shipments are received on the basis of a code, and is enough to pass it to a trusted person.

Sample power of attorney ⇒ download


IV. PROBLEM WITH THE COLLECTION OF THE SHIPMENT

 

1. The pickup point is out of service.

The information should be sent to Poczta Polska Contact Center by calling 801 333 444 or (+48) 438 420 600 or by writing to kontakt@poczta-polska.pl, which will take appropriate action and provide feedback.

2. My parcel is not at the pickup point.

The information should be sent to Poczta Polska Contact Center by calling 801 333 444 or (+48) 438 420 600 or by writing to kontakt@poczta-polska.pl, which will take appropriate action and provide feedback.

3. My parcel is damaged.

In this case, the standard complaint procedure applies. It is not possible to check the contents of the damaged shipment. Information on how to file a complaint can be found here.


V. INFORMATION AND REGULATIONS

 

1. Where can I check the shipment status?

On the Polish Post shipment tracking page or after logging in to the Allegro client panel.

2. Pickup point search

On the pickup point map or in the Allegro delivery option form.

3. Regulations

Pocztex Kurier48 i Pocztex Ekspres 24

Paczka+

Paczka 24 and Paczka 48 (service currently available for customers having a signed contract with Poczta Polska).