Return a parcel

Do you wish to return a parcel? Check the return terms and conditions on the online store’s website that shipped the parcel. If needed, contact the online store for clarification.

Don’t forget to check the time limit for returning parcels to ensure your return goes smoothly.

If your parcel includes a return label

To check if you can return your parcel with SmartPosti:

1. Go to our self-service page. 2. Navigate to the "Return" section. 3. Enter your Return Parcel Tracking Number (ID).*

*A combination of at least 9 letters and numbers – with no spaces, brackets, periods or other punctuation marks.

If the return is not supported or the return period has expired, contact the sender for assistance. If the parcel number is not accepted, double-check that you have entered the number from the return label correctly.

Once the Return parcel number is accepted, you can return it through a SmartPosti parcel locker, courier, or parcel point.

Return via parcel locker

You can use parcel lockers to return parcels delivered through lockers or couriers, provided that their dimensions fit into a parcel locker.

On the self-service page, navigate to “Sending a parcel,” and then “Sending with door code.” Select your preferred location and specify the parcel size. Once registered, drop off your parcel at the locker reserved for you.

Return via courier

If your parcel was delivered by a courier or it is too large for a locker, you can request a courier pick-up by filling out the return application form.

Return via parcel point

At SmartPosti parcel points, you can return international parcels that were delivered to a parcel point, a parcel locker or by courier – provided they fit into a parcel locker.

International parcels can be identified by the service name on the return label, such as:

DHL Return Connect GLS ShopReturnService Parcel Connect Return Postal Parcel Baltics Return

To return your parcel at a parcel point, visit any SmartPosti location convenient for you.

No online registration or reservation is required. Simply hand over your parcel to the shop assistant and provide your email address to receive confirmation of the return.

Find the SmartPosti parcel point closest to you.

Remember that only parcels with a verified return label can be returned through SmartPosti.

Contact seller for return label

If no return label is included, contact the sender (e.g., the online store’s customer service) to request one. Once you receive the label, follow the steps above to complete the return process.

Return a parcel with the sending code

A sending code allows you to return a parcel without parcel label. No payment is needed from you as the sender. Sending code to use with parcel return is shared by our partner using this service. The sending code is a minimum of 6 symbols long, including numbers 1-9 and the letters A-F.

Option 1: Return a parcel from a parcel locker with a locker-specific keypad 1. Pack your items securely Place all your items you wish to return in one box, preferably to the same one you received your items with. Seal it with strong tape to ensure safe delivery. 2. Write the sending code on the package you received from our partner The code consists of at least 6 symbols and may include both letters and numbers. 3. Scan the QR code Find the sticker on the parcel locker that says “Do you have a sending code?” and scan the QR code on it with your phone. Enter the sending code you previously received on the page that opens and select the appropriate locker size. 4. Send the parcel Find the correct locker door, open it with the door code shown on your screen, and place the parcel inside. If the parcel doesn’t fit into the chosen locker, you can change the locker size by choosing on the phone screen "Need a larger locker?". Close the door and tap “done” on your phone screen. That’s it! Once your parcel is in the locker, we’ll take it from there and make sure it reaches its destination smoothly. A quick note: If the locker door is already open, close it first and then reopen it using the door code.

Option 2. Preparing the parcel via the self-service to return from a locker with a locker-specific keypad 1. Pack your items securely Place all your items you wish to return in one box, preferably to the same one you received your items with. Seal it with strong tape to ensure safe delivery. 2. Write the sending code on the package you received from our partner The code consists of at least 6 symbols and may include both letters and numbers. 3. Register the parcel online Go to the self-service website, select “Return parcel”, and enter your sending code. Choose the parcel size and the parcel locker location you will use to send it, then complete the registration. 4. Send the parcel Bring the parcel to the locker you selected during registration. Find your locker number and open the locker with the doow code we sent you by email (or another channel you preferred). Place the parcel inside and close the door properly. Note: If the locker door is already open, close it first and then reopen it using your door code. Keep in mind: The door code is valid until the end of the next day or until the location closes. Make sure you deliver the parcel to the parcel locker before the location’s closing time. That’s it! Once the parcel is in the locker, we’ll pick it up and ensure smooth delivery to its destination.

Option 3. Return a parcel from a parcel locker with a touchscreen 1. Pack the items securely Place all your items you wish to return in one box, preferably to the same one you received your items with. Seal it with strong tape to ensure safe delivery. 2. Write the sending code on the package you received from our partner The code consists of at least 6 symbols and may include both letters and numbers. 3. Bring the parcel to any SmartPosti parcel locker with a touchscreen On the screen, select "Send parcel" and then select “With the sending code”. Enter your sending code, choose the locker size, place the parcel inside, and close the door securely. If the locker size doesn’t fit, you can change it pressing on a touchscreen option that says "I need a bigger door". That’s it! Once the parcel is in the locker, we’ll pick it up and ensure smooth delivery to its destination. Note: If the locker door is already open, close it first and then reopen it using the sending code.

Packaging and labeling instructions

• Ensure your items are securely packed with durable materials and properly sealed. Remove any old labels from the packaging to prevent confusion during sorting.

• Attach the return label to the outer packaging, ensuring it is fully visible. If you can’t remove the original label, make sure the return label fully covers its barcode so it can’t be seen.

Things to keep in mind when returning a parcel

Returned parcels must meet safe transportation requirements, including proper packaging and the attachment of a return label. Inadequately packaged parcels may be refused. Parcels placed in SmartPosti lockers without a return label cannot be processed and may be lost during sorting.

For detailed packaging recommendations, visit our packaging guide.