How to receive a parcel?

A text message will be sent to the mobile phone number or email address provided by the sender. If you have Matkahuolto’s Parcels app, you will also receive the message via the app. If you have not received an arrival notification, there may be a typing error in your details. If so, always contact the sender who can correct the error. If the parcel has already been returned, it is advisable to agree on further action with the sender.

Tarkistathan saapumisilmoituksesta paketin noutopaikan, automaatti mainitaan ilmoituksessa erikseen.

Mikäli saapumisilmoituksessa ei lue pakettiautomaattia, paketti on noudettavissa palvelevalta pakettipisteeltä. Pakettipiste voi sijaita kassalla tai inffopisteellä, henkilökunta luovuttaa pakettisi.

It is likely that the shipping details do not include your mobile phone number and/or email address, which would help us determine that the parcel belongs to you. Make sure that you have entered both your mobile phone number and your email address in the mobile app. If you have provided both pieces of information and the parcel still does not appear, you may want to contact the sender of the parcel, who can add the missing information to the shipment!

Need help? We will be happy to help you at our Chat Customer Service in the Matkahuolto Paketit app (Mon-Fri 8-20, Sat 10-16) or at the Parcel Services helpline on 020 33 6161 (Mon-Fri 8-17). Calls are only charged at the local/mobile rate.

All you need is the pick-up code irrespective whether you pick up the parcel at a service point or parcel locker. No ID or power of attorney is required unless it is a hand-delivered shipment, which will be specifically indicated in the arrival notification. Usually such shipments contain alcohol or documents.

Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.

The parcel has left the terminal and is on its way to the parcel point. The driver carries parcels from several pick-up points and may not stop first at the pick-up point of your shipment. Therefore, the information that a parcel is available for pick-up may not appear immediately in Track & Trace. However, your parcel should be available for pick-up that same day.

Please wait patiently for your parcel to arrive. The arrival notification will tell you when your parcel is available for pick-up. If the tracking information has not been updated for more than 24 hours, please contact our customer service.

Need help? We will be happy to help you at our Chat Customer Service in the Matkahuolto Paketit app (Mon-Fri 8-20, Sat 10-16) or at the Parcel Services helpline on 020 33 6161 (Mon-Fri 8-17). Calls are only charged at the local/mobile rate.

Parcels are delivered to the pick-up point specified by the consignor or chosen by you. Sometimes, however, the final pick-up point is different from the one you have chosen, for example due to sudden overcrowding at that pick-up point during peak periods, the size of the parcel or the service used by the sender. If so, we always deliver your parcel to the nearest available point with space so you can get your parcel quickly. We also try to explain the reason for the change of pick-up point in the arrival notification.

With some mail-order and online stores, you can select the preferred pick-up point when placing the order. If you do not have this opportunity or do not make a selection, the consignment will be sent to the pick-up point nearest to your address. If you would like to, you can transfer the package to another pick-up point after you have logged into Matkahuolto's website.

Need help? We will be happy to help you at our Chat Customer Service in the Matkahuolto Paketit app (Mon-Fri 8-20, Sat 10-16) or at the Parcel Services helpline on 020 33 6161 (Mon-Fri 8-17). Calls are only charged at the local/mobile rate.

As a recipient, you can change the parcel point either before or after delivery. It is not possible to change the parcel point in transit.

When the parcel details appear in the Matkahuolto Paketit app, but before the parcel has been accepted for delivery by Matkahuolto, you can change the parcel point once free of charge. Please note that the final parcel point may still be different from your selection if the chosen parcel point is full. 

Once you receive the arrival notification, the app offers you a transfer option for a fee. A transfer will generate a new consignment ID, which we will use to transport the parcel to the point of your choice. A transfer to another point can be purchased for parcels processed by manned parcel points, and in the metropolitan area, for parcels in a parcel locker, in which case we will transfer the parcel in cooperation with Wolt.

Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.

Our parcel lockers have only one display unit where the locker code is entered, so you don’t have to know which box contains your parcel. After entering the code, the door of the right box will open and you can take out your parcel.

You can purchase additional storage time or home delivery for your parcel in the Matkahuolto Paketit app when you open the shipment details. Payment is easy with your chosen payment method, such as MobilePay. You can also give the pick-up code to another person. No power of attorney or authorization is required.

If the parcel is in a parcel locker, it is not possible to increase the storage time.

Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.

The parcel will be returned to the consignor. If the consignor fails to collect the parcel, it will be disposed of or put up for a public auction.

If the goods have been sent by a company or online store, report the damage directly to the sender complete with photos. The Finnish Consumer Protection Act provides protection for parcel recipients allowing you to agree on compensation (refund, new product, etc.) directly with the company that sent the parcel. Any claim for compensation from Matkahuolto is filed by the company that sent the parcel.

If it is a question of a transaction between two consumers, we recommend that the sender fill out a claim for damages. This means that you need to inform the sender of the damage.

The maximum compensation payable by Matkahuolto under the Road Transport Contracts Act is €20 per kg.

In the case of damage or loss of second-hand products purchased on a peer-to-peer platform, report the damage to the peer-to-peer operator, who will give you further instructions.

A text message will be sent to the mobile phone number or email address provided by the sender. If you have Matkahuolto’s Parcels app, you will also receive the message via the app. If you have not received an arrival notification, there may be a typing error in your details. If so, always contact the sender who can correct the error. If the parcel has already been returned, it is advisable to agree on further action with the sender.

Tarkistathan saapumisilmoituksesta paketin noutopaikan, automaatti mainitaan ilmoituksessa erikseen.

Mikäli saapumisilmoituksessa ei lue pakettiautomaattia, paketti on noudettavissa palvelevalta pakettipisteeltä. Pakettipiste voi sijaita kassalla tai inffopisteellä, henkilökunta luovuttaa pakettisi.

It is likely that the shipping details do not include your mobile phone number and/or email address, which would help us determine that the parcel belongs to you. Make sure that you have entered both your mobile phone number and your email address in the mobile app. If you have provided both pieces of information and the parcel still does not appear, you may want to contact the sender of the parcel, who can add the missing information to the shipment!

Need help? We will be happy to help you at our Chat Customer Service in the Matkahuolto Paketit app (Mon-Fri 8-20, Sat 10-16) or at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.

As a recipient, you can change the parcel point either before or after delivery. It is not possible to change the parcel point in transit.

When the parcel details appear in the Matkahuolto Paketit app, but before the parcel has been accepted for delivery by Matkahuolto, you can change the parcel point once free of charge. Please note that the final parcel point may still be different from your selection if the chosen parcel point is full. 

Once you receive the arrival notification, the app offers you a transfer option for a fee. A transfer will generate a new consignment ID, which we will use to transport the parcel to the point of your choice. A transfer to another point can be purchased for parcels processed by manned parcel points, and in the metropolitan area, for parcels in a parcel locker, in which case we will transfer the parcel in cooperation with Wolt.

Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.

Matkahuolto has two different models of parcel lockers. If you have received a pick-up code, enter the code on the locker screen and the locker will open the door to the correct box for you.

If your parcel has gone to an app-enabled locker, you will need the Matkahuolto Paketit app, which you can download from your app store! When picking up a parcel from an app-enabled locker, open the Omat Paketit (My Parcels) menu and activate your phone’s Bluetooth connection. Allow the app to use Bluetooth and your precise location data. You can check this in your phone settings. Go close to the lockers and make sure that no other customer is using the locker at the same time. Find out more about app-enabled outdoor parcel lockers.

Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18, Sat 9-17). Call price €1.98/min per answered call + local charge. For queuing, you only pay the local/mobile charge.