Frequently Asked Questions

1.1. Basic information on InPost

InPost is the largest independent postal service provider operating in the whole of Poland; a part of the Integer.pl Corporate Group, which has been listed on the Warsaw Stock Exchange since 2007. It has been providing services in the area of parcels exceeding 50g in the whole country since 2006. The company maintains its agencies in the whole of Poland.

1.2. Where are InPost's agencies located?

The head office of the company is located in Krakow, ul. Malborska 130 (130 Malborska Street), Poland. Agencies and Customer Service Offices are located in the whole of Poland. The full list of service points is available on www.inpost.pl.

1.3. How to contact the Customer Care Centre?

To contact the Customer Care Centre you need to dial 801 400 100 (landlines) or 722 444 000 (mobiles).

1.4. What are the opening hours of the Help Line?

The Help Line is open Monday to Friday between 7 AM and 10 PM.

1.5. How to reach the Spokesperson of InPost?

Genesis PR Agency is responsible for the relations with mass media. The Press Office of InPost can be contacted over the telephone on +48 (0) 22 327 16 90

1.6. What does InPost have to do with Paczkomaty InPost service?

Paczkomaty InPost courier service is the brainchild of InPost, which is the only company in Poland to offer it. The service is one of the elements of the strategy of InPost, whose main assumption is to fill the niche areas of the market, those which are not being explored by other postal operators, the state-owned monopolist, or courier companies.

1.7. What share of the postal market does InPost hold?

The Polish postal market is worth approximately 6.5-7 billion PLN. In terms of turnover and the number of items delivered, InPost handles about 6.5% of the market and is expected to increase this proportion to 12% by the end of 2010. The share at the level of 15-18% is the strategic aim of the company in 2012. In January 2008 InPost delivered 1.5 million letters and parcels; in December this number rose to 3.5 million and in June 2009 to more than 6 million. InPost plans to deliver 19 million letters and parcels monthly by the end of 2010.

2.1. What is the service offer of InPost?

Among others, InPost offers the distribution of standard letters, express standard letters, registered express letters and parcels. The operator also offers a wide range of additional services such as parcel tracking or the insurance coverage of letters. What is more, a revolutionary Paczkomaty InPost service was introduced to the Polish market in 2009. InPost provides services both to individual and business clients.

2.2. What kinds of letters can I post with InPost?

You can post a standard letter, standard express letter, registered letter, registered express letter and local letter. 2.3. What is an EU-compliant postbox? InPost sells and installs EU-compliant postboxes. More information on them can be found www.inpost.pl in the "EU-compliant postboxes" section.

2.4. What is an express parcel?

An express parcel is a type of registered mail which is tracked on all its way from the sender to the addressee; its delivery is proved with the addressee's signature. It is offered in three weight bands between 51 grams and 5 kilograms. The delivery time equals D+2 days, where "D" signifies the date of posting. A parcel can be tracked by typing in its reference number in the right section on the webpage ("Track a parcel").

2.5. Can I insure a parcel?

Parcels are not insured but there is a possibility to insure standard parcels worth up to 1,000 PLN and parcel machine parcel up to 20,000 PLN.

2.6. What is a Receipt of Delivery?

The Receipt of Delivery, or RoD, is a service which enables the sender to receive a confirmation of the collection signed by the addressee. The service is only available for registered letters and parcels.

2.7. Can a parcel be sent to any place in Poland?

The offer of InPost encompasses approximately 200 localities in Poland, to which you are able to send a parcel or letter. Our range is constantly being expanded. The current list of localities we reach with our services is available on www.inpost.pl

2.8. What is online parcel tracking and what possibilities does it offer?

The parcel tracking service allows checking the path of a parcel or letter and its delivery status. It is only available for registered mail. The monitoring is available through on the website of InPost with the use of the bar code

2.9. What can a client do if their parcel or letter goes missing?

If a parcel or letter goes missing, a customer can report it by calling Help Line on 801 400 100 or lodging a complaint on www.inpost.pl. The professionals in the Complaint Department will reply to any message and come up with a solution to any issue. In case of not receiving a parcel or letter on time, please report it to our Help Line on 801 400 100 (landlines) or 722 444 000 (mobiles).

2.10. Are InPost's services VAT-exempted?

What is VAT-exempted are parcels, in the case of which the fee is payable by an InPost stamp. All other services are subject to 23% VAT.

2.11. Why does InPost not operate in the whole of Poland?

InPost is an independent postal operator and its range of its services depends on the profitability of the postal services in particular areas of the country. The number of the localities where the services are available will increase with the number of parcels and letters delivered via the InPost system.

2.12. How to recognise an InPost postperson?

An InPost postperson is dressed in a yellow jacket with a characteristic logo of the company. They are usually in a hurry to deliver all the parcels on time ;)

2.13. Does InPost deliver abroad?

Currently, InPost does not deliver parcels from Poland abroad. It is our aim, however, to introduce such a service within the next few years.

2.14. How to put up a complaint?

A complaint can be lodged over the telephone by dialing 801 400 100 (landlines) or 722 444 000 (mobiles), which are the numbers of the InPost Help Line, via www.inpost.pl website, or by letter to the following address: InPost Sp. z o.o., Dzial Reklamacji, u. Malborska 130, 30- 624 Krakow, Poland.

3.1. What is an InPost stamp?

An InPost stamp is a form of payment for a parcel. The stamp on a parcel entitles the sender to VAT exemption. The price is then gross. The stamps have many different values: 0.20, 0.30, 0.50, 0.80, 1.00 and 5.00 PLN.

3.2. What kind of information is placed on a letter which is returned to the sender?

There is a stamp stating the reason for the return on a parcel which has been returned to the sender.

3.3. What is a Paczkomat InPost machine?

A Paczkomat InPost machine is a post office box system, used to receive parcels 24 hours a day, 7 days a week - comfortably, on the way, at a convenient time for you. More information on the service on www.paczkomaty.pl

3.4. What are the delivery periods in InPost?

The declared time limits for deliveries depend on the kind of the parcel. Standard letter: D+4; Standard express letter: D+2, Registered express letter D+2, Express parcel D+2, Parcel to a parcel machine D+2, where "D" signifies the day of sending.

3.5. How can I learn what is happening to my letter?

Registered mail can be tracked on our web page, www.inpost.pl.

3.6. How can I post a parcel if the place of my living is outside of the area serviced by InPost?

If you live outside of the area serviced by InPost, go to the next town with an InPost Service Point and post a parcel there.

3.7. I have received a parcel with a metal weight or an element of a jigsaw: what is it and what is its purpose?

Metal weights or cardboard jigsaw-like elements are the operator's seals which are a protection of the parcel and carrier of advertising and distinguish InPost's parcels from the parcels of other operators.

3.8. What will happen if a parcel is damaged or stolen?

If a parcel has been damaged or stolen, please contact our Help Line on 801 400 100 (landlines) or 722 444 000 (mobiles).

3.9. My parcel has been lost: am I entitled to reimbursement?

In the case of a parcel being lost you can claim a reimbursement. Please contact our Complaint Department, which will asses any such claim, on 801 400 100 (landlines) or 722 444 000 (mobiles).

3.10. I received a delivery notification card but I do not know who posted the parcel; please tell me who this was?

InPost does not collect the data about the senders and addressees so it is not able to provide such information.

3.11. I received a delivery notification card but a Service Point is only open during my working hours. What should I do?

In a situation when the addressee cannot collect a parcel of which they have been notified, it can be collected by an adult person residing under the same address as the addressee.

3.12. What is the amount of reimbursement in the case of a lost parcel?

The amount of reimbursement for a lost parcel equals ten times the price for sending the parcel. It is worth remembering that a parcel sent to a parcel machine can be insured up to the amount of 20,000 PLN. The details can be found in our Terms and Conditions.

3.13. Can I purchase the "fragile" option of sending a parcel?

There is no extra fee for treating the parcel as fragile. InPost makes every effort to deliver all parcels intact.

4.1. What is a Customer Service Office?

A Customer Service Office is a place where a client can post their correspondence to any locality serviced by InPost without any special contracts. The Customer Service Offices sell InPost stamps and wrappings, also.

4.2. Can I open an InPost Service Office in my locality?

If you are interested in opening a Customer Service Point, please contact our Commerce Department on +48 12 619 98 43.

4.3. How to find an InPost Service Point?

There is a location search engine on our web page, www.inpost.pl, which will let you find the nearest InPost Service Point or a Paczkomat InPost.

5.1. How to contact the InPost Commercial Department?

In order to contact the Commercial Department you need to call +48 12 619 98 77 or +48 22 487 52 02.

5.2. What does InPost have to offer to business customers?

InPost offers comprehensive and professional postal services to its business clients. We want to be the best partners to our strategic customers so our offer is flexible and tailor-made for our contractor's individual needs.

5.3. Who is a bulk sender?

A bulk sender is a client who sends at least 20k different kinds of parcels to the areas serviced by InPost.

5.4. Who is a Commercial Guardian at InPost?

A Commercial Guardian at InPost is the person who sings an agreement with a client, conducts all negotiations, fixes the terms of cooperation, establishes the operational and financial rules, maintains contact with the client and is responsible for all transactions. In order to contact the Commercial Department one needs to call +48 12 619 98 77 or +48 22 487 52 02.

5.5. I would like to enter into cooperation with InPost: what should I do?

In order to enter into cooperation with InPost you need to fill in a registration form on 801 400 100 (landlines) or 722 444 000 (mobiles).

5.6. What amount of parcels does a client need to send to be able to sign a contract?

To sign a contract one need to distribute at least 2,000 pieces of correspondence to areas serviced by InPost per month. The clients sending less that this number are encouraged to take advantage of our services sending each letter or parcel separately in InPost Customer Service Offices.

6.1. Is InPost pro-eco?

After introducing metal weights to the market, InPost also launched a campaign for protection of the environment, EkoInPost. The programme is designed to promote pro-ecological behaviour by recycling metal weights and is, at the same time, a loyalty programme for its clients. The InPost's customers receive awards in exchange for metal weights.

6.2. What is the aim of the EkoInPost contest?

The programme promotes pro-ecological behaviour based on metal weights recycling and is, at the same time, a loyalty programme for InPost's customers. The InPost's customers receive awards in exchange for metal weights. The details are available on www.inpost.pl or on the number of the Help Line on 0 801 400 100 (landlines) or +48 (0) 12 619 98 99 (mobiles).