Frequently asked questions

Non-receipt of parcel or mail from abroad

On track & trace (also available in the PostNL app) you can always find the latest information about your parcel (or registered mail). Enter the track & trace code and the recipient's postcode, and you will immediately see when we deliver your parcel.

Causes of delay

Package contains banned goods/substances
Does your parcel contain prohibited goods, such as explosives, narcotics, flammable or other dangerous substances? In that case Customs can (partially) confiscate the contents. You will be informed of this.
Package with suspect contents
In case of suspicious contents, Customs will start an investigation. You will not be informed of this. If it is established that the package does not contain any prohibited content, your package will still be delivered.
Delay at postal company abroad
Strikes, weather conditions, etc. can cause delays to your post or parcel.