How to receive a parcel?
Frequently asked about receiving a parcel at a parcel point
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.
Frequently asked about receiving a parcel at a parcel locker
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.
Tarkistathan ensimmäisenä saapumisilmoituksesta paketin noutopaikan, onhan paketti varmasti noudettavissa automaatista. Mikäli automaattia ei ole mainittu, pakettisi on noudettavissa palvelevalta pakettipisteeltä eli kassalta tai infopisteeltä, henkilökunta luovuttaa pakettisi.
Olethan varmasti oikealla Matkahuollon automaatilla. Automaattimme tunnistat aina Matkahuollon logosta. Palvelupistehakumme auttaa löytämään oikean noutopaikan! Noutokoodi syötetään pakettiautomaatin näytölle, joka avaa automaatin oikean lokeron.
Tarvitsetko apua? Autamme mielellämme Chat-asiakaspalvelussa Matkahuolto Paketit -sovelluksessa (ma-pe 8–20, la 10–16) tai pakettipalveluiden puhelintuessa p. 020 33 6161 (ma-pe 8–16). Puhelun hinta on pvm/mpm.
Please make sure you are at the right Matkahuolto locker. You can recognise our parcel lockers by the Matkahuolto logo. There may be a delay in the box opening mechanism, but if the box does not open, 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.
Please check that you have downloaded the Matkahuolto Paketit app. Turn on Bluetooth and allow the app to use Bluetooth and allow precise sharing of location data. Go near the locker and make sure there are no other customers around.
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.
You can give the pick-up code to your spouse, friend or mother, who can use it to collect the parcel for you. No power of attorney is required. If your parcel is in an app-enabled outdoor locker, it can only be collected using the recipient’s mobile phone.
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.
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.
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.
Frequently asked about home delivery
We offer two different service options, Home Delivery and Business Parcel.
If your parcel is Home Delivery, you will receive a text message or email asking you to choose a suitable delivery time.
If the sender has sent the parcel using the Business Parcel service, we will deliver the parcel on weekdays between 8 am and 4 pm without prior notice of the delivery time. If you are not present at the time of delivery, you can collect your parcel from a pick-up point near your address after being notified either by text message or email.
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.
Most likely our driver is lagging slightly behind the schedule, but your parcel is on its way. If your parcel is well overdue, please contact our customer service.
If our driver has already visited the address but we were unable to reach you, we will deliver the parcel to a parcel point and notify you of its arrival with an arrival notification.
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.
You can select delivery to a pick-up point and collect the parcel at your convenience. This option is available on the same menu as delivery times and available across the country. Alternatively, for specific parcels, you can select home delivery without having to be at home to receive the parcel. If so, you authorise the driver to leave the parcel outside your door or in the immediate vicinity of the entrance.
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 Matkahuolto driver will deliver the parcel to your front door. In apartment buildings, the parcel will be delivered to your door if the building has a lift and it is possible for the driver to deliver the parcel alone. When choosing a delivery time, please remember to include additional delivery information, such as the door code or special driving instructions!
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.
No ID or power of attorney is required unless it is a hand-delivered shipment, which will be specifically indicated in the arrival notification. If the parcel will only be delivered to the recipient themselves, please make sure you have a photo ID (passport, driving licence or ID card) ready.
When choosing a delivery time, you can opt for delivery without meeting the driver, in which case we will deliver the parcel to your front door without contacting you. The driver will check at the address whether it is safe to leave the parcel on the porch without meeting the recipient.
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 driver has tried to deliver the parcel, but no one has been contacted at the address to receive it.
We offer two different service options, Home Delivery and Business Parcel.
If your parcel is Home Delivery, you will receive a text message or email asking you to choose a suitable delivery time.
If the sender has sent the parcel using the Business Parcel service, we will deliver the parcel on weekdays between 8 am and 4 pm without prior notice of the delivery time. If you are not present at the time of delivery, you can pick up your parcel at a pick-up point near your address after receiving an arrival notification.
If the delivery has failed without notification, the parcel may have been a Business Parcel which is delivered without prior notification. This is traditionally used for business addresses, for example. Please pick up your parcel from the parcel point or contact the sender for possible re-delivery.
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.
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.
Manage all your parcels in one app!