Frequently Asked Questions about PostNL

• When Will my PostNL Parcel be Delivered?

  You can check the expected delivery date and current status of your shipment using PostNL International Tracker. Enter your tracking number and postcode to see the latest updates. The system provides regular status information for domestic and international shipments.

  Most parcels within the Netherlands are delivered the next business day, while international deliveries may take several business days, depending on the destination country and customs processing.

  Average time at customs in the country of destination

  Shipments may be inspected by customs in the destination country. Below are average customs processing times in PostNL's top 10 export countries.

  • United States - 3 days;
  • United Kingdom - 3 days;
  • Switzerland - 1 day;
  • Australia - 3 days;
  • China - 8 days;
  • Canada - 2 days;
  • Norway - 4 days;
  • Japan - 2 days;
  • New Zealand - 4 days;
  • Israel - 1 day.

  If you're interested in an estimated delivery date based on statistics for similar parcels, you can use the parcel manager. It provides additional delivery time estimates using data from both Netherlands Post and the destination postal operator for international PostNL shipments.

• When do I Pay Customs Clearance Costs, and What Happens if I Don’t?

  If your parcel arrives from a country outside the European Union, customs or import duties may be applicable. PostNL charges these customs clearance costs on behalf of Dutch Customs.

  The total amount depends on your parcel's value and contents:

  1. Up to €150 (VAT + handling fee of €6 (online) or €11 (at a PostNL point));
  2. Over €150 (VAT + handling fee of €10 (online) or €17 (at a PostNL point)).

  Gifts under €45 from private senders are usually exempt.

  If you don't pay the customs charges, the parcel cannot be delivered and may be returned to the sender after a retention period.

• What is the Format of International Tracking Numbers for PostNL?

  PostNL international tracking numbers typically consist of 13 characters (UPU S10) - two letters, nine digits, and two final letters that indicate the country of origin (for the Netherlands, this is "NL"). Example: XX 000000000 NL.

  Tracking numbers that start with the letter "E" (for example, EE 000000000 NL) belong to EMS or Express Mail Service shipments, which are prioritized international deliveries handled by PostNL in cooperation with partner postal operators worldwide. These shipments typically receive more detailed tracking updates and faster customs processing.

  You can track these PostNL numbers on the official PostNL Track & Trace service or on universal parcel tracking platforms to see status updates, carrier information, and delivery progress in one place. Since it is a universal tracker, you'll also see updates from the destination country's postal carrier once the parcel arrives there.

• Can I Reschedule my PostNL Delivery?

  Yes. If your parcel is on its way, you can change the delivery time or location before it arrives. Use the PostNL Track & Trace page to view available options, such as selecting a new delivery day (available for logged-in customers), a different time slot, or pickup at a nearby PostNL location.

  Not all parcels qualify for rescheduling, depending on the sender's delivery settings and the type of parcel being sent. If a change isn't possible, you'll see a message on the PostNL Track & Trace page explaining why.

  If you miss the delivery, your parcel will usually be sent to a PostNL point, where you can usually collect it within a few days.

• I Want to Send a Parcel with Tracking. Which PostNL products Include it?

  If you want to send mail or a parcel that can be tracked, choose one of PostNL's shipping options that include Track & Trace.

  For parcels, tracking is available with:

  • Standard Parcel;
  • Verzekerservice (Insured Parcel);
  • Spoedservice (Express Parcel);
  • Aangetekend (Registered Parcel).

  Please note that standard mailbox parcels do not include tracking. To receive a Track & Trace number, you must select Mailbox Parcel+ during shipping.

• How Can I Contact PostNL to Submit a Complaint?

  If something goes wrong with your delivery - for example, your parcel is delayed, damaged, or missing – you can contact PostNL directly or submit a complaint online.

  Start by visiting the PostNL Contact and Complaints page. You will first be assisted by an automated support assistant, which will ask about the nature of your complaint, such as a parcel delivery issue, a problem with a postman, or a general concern. After that, you can provide more details, attach photos if needed, and track the progress of your report.

  For international shipments, PostNL may forward your complaint to the destination country's postal service, as final delivery occurs there. If needed, you can check the latest delivery status of your parcel on Global Parcel Tracker before submitting a complaint.