Customer service for consumers
Monday to Friday from 8.30 - 20.00 hour and on Saturday from 9.00 - 16.00 hour
8900 NA LEEUWARDEN
Read frequently asked questions about the coronavirus.
Delivery of mail, parcels and the like is important from a societal point of view. For this reason, we will continue delivery, taking care to do so responsibly. According to authorities, the risk of being infected through contact with mail and parcels is very small – though it cannot be ruled out completely. As things stand, there are no recorded cases of people having contracted the virus in this way.
According to authorities, you are unlikely to be infected by touching mail or parcels – or indeed any surface. To minimize the risk, you are advised to wash your hands regularly and avoid touching your face after handling a parcel. Research by the RIVM has shown that the new coronavirus is able to survive for some time on different surfaces. It should be noted however that the research was conducted in a controlled environment; the actual number of virus particles may decrease depending on weather conditions, specifically higher humidity levels. The RIVM also notes that the potential for contamination may differ greatly from one patient to the next. The main risk of infection is through exposure to droplets from coughing or sneezing, and physical contact – especially of hands. We therefore strongly urge you to follow the general health guidelines and precautionary measures. For more information, visit the RIVM website.
We are taking precautionary measures to prevent further spread of the virus so that our employees can work in a safe environment. Prevention focuses on increased hygiene and personal contact in accordance with RIVM guidelines. Our delivery men and women will avoid physical contact, keeping a distance of 1.5 metres at all times.
You will find the latest information about receiving parcels on our website postnl.nl/en. You can follow changes to the status of your parcel in your track & trace overview or on postnl.nl/en.
There is no indication at this time that parcels cannot be delivered.
We aim to deliver all mail and parcels as quickly as possible. However, there may be delays due to reduced ferry service to the islands.
Use the tracking function in the PostNL app or visit postnl.nl for updates.
The recipient will be asked to place their ID on top of the parcel for inspection. Needless to say, a minimum distance of 1.5 metres will be maintained during the exchange.
You can avoid contact by showing your ID to the shopkeeper, who will then enter the ID number into the terminal. Alternatively, you can have the QR code on the back of your driving licence scanned. The ID number will be copied automatically. All you have to do is write your signature on the sales terminal.
If a signature is required and you refuse to sign, the parcel will be returned to sender.
Use the tracking function in the PostNL app or visit postnl.nl to check the location of your parcel.
Instructions will be posted at each affected location.
Sure. Please note however that this person will have to show a valid ID (only original documents will be accepted) and be able to provide a delivery address and tracking code.
Yes. Note however that countries have taken precautionary measures that impact logistics, which has led to delays in many countries. Some countries are in complete lockdown, meaning delivery is not possible at all. Hence, we will no longer accept deliveries to these destinations at our retail locations.
For more information about international delivery, please visit postnl.nl/isa.
In a growing number of countries, the delivery man or woman will sign on behalf of the recipient, thus minimizing contact and the risk of further spread of the virus.
The situation is similar, with more and more companies following strict guidelines in order to minimize physical contact and the risk of further spread of the virus. This may impact normal operations, for instance when delivering registered mail. In many countries, the delivery man or woman will now sign on behalf of the recipient.
We will hold onto your mail while we wait for routes to re-open. It this takes too long, your mail will be returned to sender (generally after seven days or so).
A list of countries where delivery has been suspended is available here.
Unfortunately this is not possible. We will hold onto your mail while we wait for routes to re-open. If this takes too long, mail will be returned to sender (generally after seven days or so, though this may vary depending on the destination country).
It very much depends on the destination. In many countries the postal operator will attempt to contact recipients directly to arrange delivery. It is not yet clear whether items will be returned to sender if delivery cannot be completed.