How to receive a parcel?
Select the question below that best matches your issue. If the answer doesn’t help, we will direct you to our customer service.
When you use the Matkahuolto Paketit- app, you’ll receive a push notification on your phone as soon as your parcel arrives. We’ll also try to reach you later via SMS, but the fastest way to stay updated is through the app – and you can also track your parcel’s journey in real time.
If you haven’t received an arrival notification, there may be a typo in your contact information. In that case, always contact the sender directly, as they can correct the error.
Please also check your spam folders. Some phone models may have a separate spam folder for text messages.
If the parcel has already started to return, it’s best to arrange the matter directly with the sender.
Kyllä, lähetämme paketin saapumista koskevia ilmoituksia myös WhatsAppin kautta. Siirrämme kesällä 2026 pakettien saapumisilmoituksia ja kotijakelujen toimitusaikavalintaan liittyviä viestejä uusiin kanaviin. Ensisijainen kanava on jatkossakin Paketit-sovellus. Tekstiviestillä lähetetyt ilmoitukset siirtyvät pääosion WhatsAppiin. Ensimmäisessä vaiheessa WhatsAppin kautta aletaan lähettää kotijakeluiden toimitusaikavalintaan liittyviä ilmoituksia kesäkuussa.
Lähetämme ilmoitukset ensisijaisesti Paketit-sovellukseen sekä sähköpostitse. Sovelluksessa näet ajantasaisesti kaikki lähetyksesi ja saat niihin liittyvät ilmoitukset suoraan luotettavassa ympäristössä. Sovelluksen ilmoitusasetuksissa voit myös valita, haluatko paketeista erillisen viestin sovellusilmoituksen lisäksi. Tutustu sovellukseen ja sen tuomiin etuihin täällä, ja lataa Paketit-äppi sovelluskaupastasi.
Kyllä. Lähetämme saapumisilmoitukset myös jatkossa ensisijaisesti Paketit-sovellukseen. Jos sinulla ei ole käytössä Paketit-sovellusta eikä WhatsAppia, saat ilmoitukset tekstiviestinä. Lähetämme ilmoitukset myös sähköpostilla, jos sähköpostiosoite on lähetyksen tiedoissa.
Näet Matkahuollon seurannasta lähetysnumerollasi, onko lähetyksestäsi lähetetty saapumisilmoitus. Lähetyksen seuranta kertoo, mikäli olemme viestineet lähetyksestä. Voit myös kirjautua Paketit- sovellukseen, jotta näet ajantasaisesti kaikki lähetyksesi ja saat niihin liittyvät ilmoitukset suoraan luotettavassa ympäristössä.
Lähetämme saapumisilmoitukset useammalla tavalla lähettäjän antamien yhteystietojen mukaisesti. Jos olet saanut esimerkiksi tekstiviestin toisen henkilön paketista, lähettäjä on todennäköisesti lisännyt vahingossa väärän puhelinnumeron paketin tietoihin. Voit tarvittaessa ilmoittaa asiasta tällä lomakkeella tai soittaa asiakaspalveluumme p. 020 33 6161 (mpm/pvm) ma - pe klo 8 - 10 ja 14 - 16.
When you use the Matkahuolto Paketit- app, you’ll receive a push notification on your phone as soon as your parcel arrives. We’ll also try to reach you later via SMS, but the fastest way to stay updated is through the app – and you can also track your parcel’s journey in real time.
If you haven’t received an arrival notification, there may be a typo in your contact information. In that case, always contact the sender directly, as they can correct the error.
Please also check your spam folders. Some phone models may have a separate spam folder for text messages.
If the parcel has already started to return, it’s best to arrange the matter directly with the sender.
Please check the arrival notification for the pick-up location of the parcel. The parcel locker is mentioned separately in the notification. If the arrival notification does not indicate the parcel locker, you can pick up your parcel at the manned parcel point. The parcel point can be located at the checkout or information desk, where the staff will hand over your parcel.
It is most likely that your phone number and/or e-mail address is missing from the shipment information, which we use to verify that the parcel being delivered truly belongs to you. Please check that your profile's contact information in the mobile app are up to date with both a current email address and a current phone number. If you have all the correct contact information in your app profile, yet the parcel is still not showing up in you incoming parcels, we recommend that you contact the sender, as they can update any missingcontact information to the shipment!
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). Call price €2,49/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 Support on +358 20 33 6161 (Mon–Fri 8-10 and 14-16). Call charges are based on your local/mobile network rate.
Please check the arrival notification first to find out where to pick up your parcel, i.e. make sure it can be picked up from the parcel locker. If no parcel locker is mentioned, your parcel can be picked up at the manned parcel point, i.e. at the checkout or information desk, where the staff will hand over your parcel.
Make sure you are at the right Matkahuolto locker. You can always recognise our parcel lockers by the Matkahuolto logo. Our service point search will help you find the right pick-up point! The pick-up code is entered on the screen of the parcel locker, which will open the right box.
Need help? We will be happy to help you at the Parcel Services Support on +358 20 33 6161 (Mon–Fri 8-10 and 14–16). Call charges are based on your local/mobile network rate.
Please make sure you are at the right Matkahuolto locker. You can recognise our parcel lockers by the Matkahuolto logo. If there are multiple lockers in the area, the arrival notification will indicate the color of the correct locker. If any other compartments have been left open, please close them. 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 the Parcel Services Support on +358 20 33 6161 (Mon–Fri 8-10 and 14 - 16). Call charges are based on your local/mobile network 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 the Parcel Services Support on +358 20 33 6161 (Mon–Fri 8 - 10 and 14 - 16). Call charges are based on your local/mobile network 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.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18). Call price €2,49/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.
The Matkahuolto Paketit app is an easy and secure way to manage your parcels. However, we understand that sometimes downloading the app might not be possible. If your parcel is directed to an outdoor locker that requires the app for pickup, please contact our customer service, and we will redirect it to another pickup point free of charge.
Need help? We will be happy to help you at the Parcel Services Support on +358 20 33 6161 (Mon–Fri 8-10 and 14-16). Call charges are based on your local/mobile network rate.
When you use the Matkahuolto Paketit- app, you’ll receive a push notification on your phone as soon as your parcel arrives. We’ll also try to reach you later via SMS, but the fastest way to stay updated is through the app – and you can also track your parcel’s journey in real time.
If you haven’t received an arrival notification, there may be a typo in your contact information. In that case, always contact the sender directly, as they can correct the error.
Please also check your spam folders. Some phone models may have a separate spam folder for text messages.
If the parcel has already started to return, it’s best to arrange the matter directly with the sender.
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 the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18). Call price €2,49/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
Parcels are delivered to the pick-up point specified by the sender 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 receive 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.
Please check the arrival notification for the pick-up location of the parcel. The parcel locker is mentioned separately in the notification. If the arrival notification does not indicate the parcel locker, you can pick up your parcel at the manned parcel point. The parcel point can be located at the checkout or information desk, where the staff will hand over your parcel.
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). Call price €2,49/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
The parcel has left the terminal and is en route to the pick-up point. Our couriers delivery many parcels on a route to several different pick-up points, so the first pick-up point on the route may not be the point designated for your parcel. Therefore the notice of arrival may not update into the Track & Trace immediately after being placed en route. The parcel should however be available for pick-up the same day that the parcel is in transit to the pick-up point.
As soon as the parcel is delivered and available for pick-up, we will inform the recipient with a notice of arrival, which is sent via sms, email or the Matkahuolto Paketit-app.
Please wait patiently for the arrival of your parcel.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18). Call price €2,49/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). Call price €2,49/min per answered call + local charge. For queuing, you only pay the local/mobile charge.
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.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18). Call price €2,49/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.
Matkahuolto offers two home delivery options for parcels: Home Parcels and Business Parcels.
Home parcels are delivered on the next available business day between 8:00 a.m. and 6:00 p.m. Once Matkahuolto has received your parcel for transport, we will send you a notification with the planned delivery date. On the day you receive the notification, you can change the delivery date if needed. You can also provide additional delivery instructions in the Parcels app (for example, a door code). You can also redirect the parcel to a pickup point on the day you receive the notification.
If you do not change the delivery date, we will deliver the parcel to your door on the announced business day between 8:00 a.m. and 6:00 p.m. We will leave the parcel in a safe, weather-protected location near your door, so you do not need to be present to receive it. If we cannot leave the parcel safely, we will take it to a nearby pickup point on the next business day.
When the parcel is available for pickup, we will send you a notification via the Matkahuolto Parcels app, WhatsApp, text message, or email.
If your parcel has a contact delivery, the driver will hand it over to a person present at the delivery address.
Business Parcels are delivered on business days between 8:00 a.m. and 4:00 p.m. without a prior notification of the delivery time. If needed, you can redirect the parcel to a pickup point or authorize door delivery through the Parcels app. If you are not available at the time of delivery and have not authorized door delivery, the parcel will be taken to a nearby pickup point on the next business day. When the parcel is ready for pickup, we will send you a notification via the Matkahuolto Parcels app, WhatsApp, text message, or email.
Need help? We will be happy to help you at the Parcel Services Support on +358 20 33 6161 (Mon–Fri 8 - 10 and 14 - 16). Call charges are based on your local/mobile network rate.
Once Matkahuolto has received your Home parcel, we will send you a notification with the planned delivery date. After receiving the notification, you can change the delivery date during the same day. We recommend selecting your preferred delivery date as soon as you receive the message. Delivery date options are available for the next five business days. You can also provide additional delivery instructions in the Parcels app (for example, a door code). You can also redirect the parcel to a pickup point on the day you receive the notification.
For Business Parcels, you cannot choose the delivery date. Business Parcels are delivered on business days between 8:00 a.m. and 4:00 p.m. without prior notification of the delivery time. You can, however, redirect the parcel to a pickup point if needed.
Parcels redirected to a pickup point will be delivered to a nearby pickup point on the next business day. Once the parcel is available for collection, we will send you a notification via the Matkahuolto Parcels app, WhatsApp, text message, or email.
Need help? We will be happy to help you at the Parcel Services Support on +358 20 33 6161 (Mon–Fri 8 - 10 and 14 - 16). Call charges are based on your local/mobile network rate.
After receiving the notification, you can redirect your parcel to a pickup point of your choice. If you choose a pickup point, we will deliver the parcel to a nearby pickup point on the next business day. Once the parcel is ready for collection, we will send you a notification via the Matkahuolto Parcels app, WhatsApp, text message, or email.
For Home Parcels, the parcel will be left at your door, so you do not need to be present to receive it. You can provide additional delivery instructions in the Parcels app (for example, a door code). If your parcel has a contact delivery, the driver will hand it over to a person present at the delivery address.
For Business Parcels, you can authorize door delivery in the Parcels app, allowing the parcel to be left at your door. In that case, you do not need to be present to receive it.
If you are unable to change the delivery date of your__ Home Parcel__, please make sure that you are using the latest version of the Matkahuolto Parcels app, which can be updated through your app store. You can also change the delivery date using the link included in the email notification.
Please note that the delivery date for a Home Parcel can only be changed on the day you receive the notification.
The delivery time of a__ Business Parcel__ cannot be changed. However, you can authorize door delivery in the Parcels app, allowing the parcel to be left at your door so that you do not need to be present to receive it.
For Home Parcels, the parcel will be left at your door, so you do not need to be present to receive it. You can provide additional delivery instructions in the Parcels app (for example, a door code).
If your parcel has a contact delivery, or if you purchase contact delivery as an additional service in the Parcels app, the driver will hand the parcel over to a person present at the delivery address. In these cases, the parcel will not be left at your door.
For Business Parcels, you can authorize door delivery in the Parcels app, allowing the parcel to be left at your door. In that case, you do not need to be present to receive it.
We will leave your parcel in a safe, weather-protected location that is not directly visible to passers-by. Suitable locations include a porch, garage, or storage shed. In apartment buildings, the parcel will be left outside your apartment door in the stairwell.
If you are not present at the time of delivery and the parcel cannot be delivered as requested, we will deliver it to a nearby pickup point on the next business day. Once the parcel is ready for collection, we will send you a notification via the Matkahuolto Parcels app, WhatsApp, text message, or email.
After receiving the notification, you can redirect your parcel to a pickup point instead. Parcels redirected to a pickup point will be delivered to a nearby pickup point on the next business day. Once the parcel is ready for collection, we will send you a notification via the Matkahuolto Parcels app, WhatsApp, text message, or email.
After receiving the notification you can also purchase Contact Delivery for your parcel in the Parcels app. With the Contact Delivery service, the parcel will be handed over to you or another person present at the delivery address and will not be left at your door.
To purchase Contact Delivery, first select a delivery date and then add the Contact Delivery service through the Edit menu in the Parcels app.
Need help? We will be happy to help you at the Parcel Services Support on +358 20 33 6161 (Mon–Fri 8 - 10 and 14 - 16). Call charges are based on your local/mobile network rate.
You do not need to show identification or provide a power of attorney when receiving your parcel.
However, if your parcel is a personally delivered shipment, it can only be handed over to you upon presentation of a valid photo ID. Personally delivered shipments cannot be handed over to another person, even with a power of attorney. Please have a valid photo ID ready, such as a passport, driver's licence, or identity card. If your parcel requires personal delivery, this will be stated in the delivery notification.
If you are not available to receive the parcel, we will deliver it to a pickup point on the next business day. Once the parcel is ready for collection, we will send you a notification via the Matkahuolto Parcels app, WhatsApp, text message, or email.
Need help? We will be happy to help you at the Parcel Services Support on +358 20 33 6161 (Mon–Fri 8 - 10 and 14 - 16). Call charges are based on your local/mobile network rate.
Matkahuolto's driver will deliver the parcel to your front door or as close to it as possible, including in apartment buildings. The driver must be able to carry the parcel alone.
If the delivery location is particularly difficult to access, or if delivering the parcel to your door would cause unreasonable difficulty (for example, carrying a heavy parcel to the upper floors of a building without an elevator), the driver will contact you by phone. If we cannot reach you, we will deliver the parcel to a nearby pickup point on the next business day.
Once the parcel is ready for collection, we will send you a notification via the Matkahuolto Parcels app, WhatsApp, text message, or email.
For Home Parcels, the delivery time will be updated to a more precise 1 to 4-hour delivery window. You will receive the updated delivery time in the Parcels app or by email. Approximately 30 minutes before delivery, you will receive a tracking link that allows you to follow the driver's progress in real time.
For Business Parcels, deliveries are made on business days between 8:00 a.m. and 4:00 p.m. without prior notification of the delivery time.
The driver is delivering parcels for multiple customers and may not arrive at your address first. Don't worry, your parcel will still be delivered during the same day.
Need help? We will be happy to help you at the Parcel Services Support on +358 20 33 6161 (Mon–Fri 8 - 10 and 14 - 16). Call charges are based on your local/mobile network rate.
We deliver parcels to the address provided by the sender. Our driver leaves the parcel in a safe location that is not directly visible to passers-by. Suitable locations include a porch, garage, or storage shed. In apartment buildings, the parcel is left outside your apartment door in the stairwell.
Please check these locations first, as your parcel may be waiting for you near your door.
Need help? We will be happy to help you at the Parcel Services Support on +358 20 33 6161 (Mon–Fri 8 - 10 and 14 - 16). Call charges are based on your local/mobile network rate.
Our driver attempted to deliver your parcel, but it could not be left safely at your address and we were unable to reach you. This is usually because there was no suitable location to leave the parcel or, in apartment buildings, the main entrance door was locked.
If you are unable to collect the parcel from the pickup point, you can purchase a new delivery through the Parcels app or contact the sender to ask about arranging another delivery attempt.
Need help? We will be happy to help you at the Parcel Services Support on +358 20 33 6161 (Mon–Fri 8 - 10 and 14 - 16). Call charges are based on your local/mobile network rate.
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.
Matkahuolto ja Fedex tekevät yhteistyötä! Matkahuolto toimittaa paketin perille lähetyksessä ilmoitettuun osoitteeseen arkena 8-16 välillä, ilman ennakkoilmoitusta. Mikäli emme tavoittaneet sinua, sovithan yhdessä Fedexin kanssa toimitustavasta.
Olethan tarvittaessa yhteydessä Fedexin asiakaspalveluun.
Need help? We will be happy to help you at the Parcel Services helpline on 0600 11300 (Mon-Fri 8-18,). Call price €2,49 /min per answered call + local charge. For queuing, you only pay the local/mobile charge.
Manage all your parcels in one app!