FREQUENTLY ASKED QUESTIONS ON SHIPMENT DELIVERY

We do our best to deliver all the shipments we are entrusted with on time and in an unaltered state. Nonetheless, shortcomings can sometimes be as inevitable in logistics, as in any business.

Therefore, in aim to constantly improve and do an even better job, we invite you to share your experience with our services. Please send your evaluations, proposals, and suggestions to reviews.lt@itella.com.

Below please find the answers to customers' most frequently asked questions:

1. How will I receive my shipment?

The shipment will be delivered to you in 1 of 3 ways:

  • Direct delivery at the indicated address, handing the parcel over in person;
  • At one of our Itella Parcel Shop delivery points, located in Circle K gas stations, or Aibė and Topo centras supermarket chains;
  • Via an Omniva or LP Express locker.

2. How will I know when my shipment will be delivered?

In the case of delivery by courier:

  • If the receiver's telephone number is provided, the courier will call 15 min prior to delivery.
  • In case the receiver cannot be reached by telephone, they will be informed in one or more other ways:
  • o If a mobile phone number is provided - via SMS;
  • o If an e-mail address is provided - via e-mail;
  • o If neither are available - via regular mail at the indicated receiver address.

In the case of delivery to a Parcel Shop or locker:

  • An SMS/ e-mail containing all the necessary parcel collection information is sent to the indicated mobile phone number/ e-mail address.

3. How can I track my shipment?

You can track your shipment at: https://www.posti.fi/private/tracking/index.html#/?lang=en 

You can also track your shipment via our partners' shipment tracking sites:

For DHL shipments

For GLS shipments

Should you have any enquiries, please get in touch with us by telephone  +370 700 55009 or e-mail at customerservice.lt@itella.com

4. Can I change the delivery address for courier deliveries?

You will receive and SMS or e-mail as soon as your shipment reaches Lithuania and is dispatched at our terminal. This is the best time to get in touch with our Customer Service Centre and alter the delivery address. However, please note that should you alter the address after the parcel has been handed over to the courier, delivery to the new address will take place only the following day.

In the case of delivery to a Parcel Shop or locker, it is not possible to change the delivery address.

5. Can I select another Parcel Shop or locker?

It is not possible to alter the location for deliveries directed to parcel collection points.

6. What is a Parcel Shop point?

A Parcel Shop point is a parcel collection point in one of Itella Logistics' partner shops -Circle K, Topo centras, or Aibė

7. At what time will the courier arrive?

Parcels are delivered on workdays, between 8AM and 5PM.

Couriers follow a pre-set itinerary, thus it is not possible to indicate an exact time of delivery. If a contact number is available, the courier will get in touch 15 min prior to arriving at the delivery location, or to specify the delivery time. 

8. Can another person pick up my shipment?

All shipments are handed over in person, upon signature or provision of a unique PIN code.

Another person can collect parcels from Parcel Shop points or lockers if they have the notification containing all the necessary parcel collection information.

In the case of home deliveries, another person can only collect parcels if the courier is notified in advance.

 9. Why was I directed to a Parcel Shop to collect my shipment?

Customers are directed to Parcel Shop points when the receiver's contact information (telephone number or e-mail address) is provided, but home delivery has not been booked.

10. How much time do I have to collect a shipment from its delivery to a Parcel Shop point?

All parcels are held in Parcel Shop points for 14 calendar days. Should a parcel not be collected within this time, it is returned to the sender. 

11. Which shipments and online purchases are directed to the Itella Parcel Shop network?

The Itella Parcel Shop network encompasses all shipments and online purchases that are sent via Germany's Deutsche Post, as well as those without an additionally booked home delivery service.

 12. How is Itella Parcel Shop convenient?

It is a fast and convenient way to receive products purchased online. You do not have to change your plans due to parcel delivery, as it is possible to collect your shipment from a Parcel Shop collection point or locker at your convenience.

13. What should I do if my parcel is damaged?

If the packaging of your parcel has been damaged and you suspect this may have in any way affected the contents of the shipment, it is important to document this at the time of delivery: ask the courier to register the fact of damage in their scanner

Afterwards, you must address the sender - the online shop or person that sent out your shipment - and file a complaint according to their instructions. The sender will contact Itella Logistics and we will provide them with all the necessary information regarding the state of your parcel upon delivery.

Please note - only the sender can file a complaint, as it is they who have a contract with the shipment delivery company.

14. What should I do if I did not receive my shipment within the indicated time frame?

Sometimes shipment deliveries can be late due to e.g. meteorological factors, customs procedures, or other conditions, unrelated to the delivery provider. Therefore, please be so kind as to wait an extra 10 days from the indicated delivery date.

Should the parcel still not arrive within those 10 days, please contact the Sender - the online store or person that sent out your parcel. The Sender can file a missing shipment complaint and initiate a shipment search or compensation procedure.

Please note - only the sender can file a complaint, as it is they who have a contract with the shipment delivery company.

15. Where can I file a complaint?

If the packaging of your parcel has been damaged, it is important to document this at the time of delivery: ask the courier to register the fact of damage in their scanner

Afterwards, you must address the sender - the online shop or person that sent out your shipment - and file a complaint according to their instructions. The sender will contact Itella Logistics and we will provide them with all the necessary information regarding the state of your parcel upon delivery.

Please note - each shipment travels a long way from the Sender before reaching you, the Receiver. Itella Logistics is involved only in the final shipping phase, also called the last mile: delivery in person, and allocation of shipments to collection points. We take full responsibility for our services and compensate the Sender for any damage incurred due to us.

All parties involved in the shipping process strive to maintain service quality and precision, resulting in a majority of successful deliveries. However, unexpected occurrences along the shipment's way cannot always be prevented, and may result in various degrees of damage. Should this be the unfortunate case of your shipment, please make sure to document the fact upon delivery and address the Sender. They will initiate a regulatory procedure, following which you will be compensated according to all the delivery or purchase regulations.