PostNL tracking

What is PostNL?

PostNL is the historic postal operator of the Netherlands and the leading parcel delivery service provider in the Benelux region. The origins of this company date back to 1799, when a centralized national postal service was established under the Batavian Republic, the predecessor state of present-day Netherlands. Over the centuries, the Dutch postal system evolved within the public administration of the PTT (Posts, Telegraphs and Telephones), continuously modernizing to meet the changing needs of Dutch society.

In 1989, a major restructuring marked a decisive turning point in the company's history. Postal activities were separated from telecommunications, giving rise to two distinct entities: telecom operator KPN and the postal branch TNT Post. The latter, privatized and renamed TNT N.V., went public in 1998. In the early 2000s, TNT Post expanded its scope of activities by integrating international operations, while maintaining its mission as a universal postal service provider in the Netherlands.

The year 2011 constitutes a fundamental milestone in the establishment of PostNL as it exists today. The TNT N.V. group then split into two independent publicly traded companies: TNT Express for international express delivery services, and PostNL which took over all postal and parcel activities in the Netherlands. This strategic refocus enabled PostNL to fully dedicate itself to its domestic market as a leading postal and parcel service provider.

• Date of establishment: 1799, with the establishment of the first centralized national postal service under the Batavian Republic
• Headquarters: The Hague, Netherlands
• Legal status: Publicly traded company on Euronext Amsterdam
• Workforce: Approximately 34,000 employees work for PostNL in the Benelux region
• Daily volume: On average, PostNL delivers 1.1 million parcels and 6.9 million letters per business day
• Infrastructure: Network of approximately 5,800 PostNL points, 11,000 mailboxes and over 900 automated lockers

In the decade following its creation, PostNL consolidated its national position while adapting its strategy to structural decline in traditional mail volumes and the rapid growth of e-commerce. In 2019, the company initiated the acquisition of its Dutch competitor Sandd to reunify the national postal network, an operation ultimately approved by the government despite initial competition authority concerns. That same year, PostNL chose to refocus its European operations on the Benelux by selling its German postal subsidiary Postcon to an investor, then selling the majority of its Italian subsidiary Nexive to a partner in 2020. These developments reflect PostNL's desire to concentrate on its core markets while innovating to remain competitive in a rapidly changing sector.

Today, PostNL is recognized as one of the most committed players in its sector regarding sustainable logistics. The company ranks among the world's top performers in the Dow Jones sustainability index for the transport and logistics sector, and has obtained Gold certification from independent organization EcoVadis for its social and environmental responsibility performance. PostNL has set the objective of ensuring 100% emission-free deliveries in at least 25 city centers, thereby contributing to improved air quality and reduced noise pollution in urban areas.

Which countries does PostNL deliver to?

PostNL offers extensive geographic coverage, with a core business solidly rooted in the Netherlands and significant presence throughout the Benelux region. In the Netherlands, the carrier serves all municipalities throughout the territory, from major urban centers such as Amsterdam, Rotterdam and Utrecht to the most isolated rural areas. Under its universal service obligation, PostNL distributes mail five days a week throughout Dutch territory, Tuesday through Saturday, guaranteeing equal access to postal services for all inhabitants of the country.

PostNL's presence also extends to Belgium, where the company operates through its dedicated PostNL Belgium subsidiary for parcel services, as well as to Luxembourg. This Benelux network allows the carrier to offer smooth and efficient cross-border delivery solutions between these three neighboring countries. Delivery times between the Netherlands and Belgium are particularly short, often comparable to domestic times, which represents a considerable advantage for e-commerce merchants and individuals in this region.

• Netherlands: Full territory coverage with six-day-a-week delivery for parcels and five-day-a-week for mail
• Belgium: Dense network of over 4,000 PostNL points and regular delivery via PostNL Belgium subsidiary
• Luxembourg: Complete coverage as part of the Benelux network
• Europe: Delivery to all European Union countries with average delivery times of 2 to 7 business days
• International: Over 220 countries and territories served worldwide

For international shipments, PostNL relies on cooperation with local postal operators and logistics providers in each destination country. As a member of the Universal Postal Union (UPU), which connects 192 countries and territories, PostNL benefits from an extensive global network. In practice, a parcel shipped from the Netherlands will be handled by the domestic PostNL network until the border, then delivered to a postal or logistics partner in the destination country, generally the national postal operator, which will perform the final local distribution.

PostNL also participates in standardization and improvement initiatives for the global postal network. The company is a member of the International Post Corporation (IPC), a consortium of national posts working to optimize cross-border mail and parcel exchanges through shared shipment tracking, improved service quality and facilitated customs solutions. Furthermore, PostNL has subsidiaries specializing in international logistics, such as Spring Global Delivery Solutions, which offer shipping services to e-commerce merchants to many countries by pooling global postal networks.

International delivery times naturally vary depending on the destination and type of service chosen. For shipments to Europe, the average delivery time is estimated at approximately 3 business days. For intercontinental destinations, delivery times generally range between 4 and 8 business days for standard services, potentially reaching 15 to 25 days for certain remote destinations such as Brazil, the United States, Japan or Indonesia depending on local conditions and applicable customs procedures.

What are the PostNL services and delivery times?

PostNL offers an extensive range of delivery services tailored to the varied needs of both individuals and businesses. The offering covers traditional mail as well as parcels of all sizes, with different levels of speed and tracking allowing each sender to find the solution corresponding to their expectations in terms of delivery time and budget.

Standard domestic delivery is PostNL's basic service in the Netherlands. It guarantees delivery of shipments from the next business day following dispatch, or approximately 24-hour delivery for the vast majority of parcels deposited before the collection deadline. This fast processing is explained by the efficiency of the Dutch logistics network, which is compact and particularly well organized, allowing it to process and distribute a considerable volume of parcels each day.

• Standard delivery (D+1): Classic mail and parcel distribution at the national level with delivery from the next day of shipment in the Netherlands
• Evening delivery: Parcel delivery service between 6 PM and 10 PM on business days, allowing recipients to receive their parcel outside working hours
• Sunday delivery: Option available for certain urgent shipments guaranteeing distribution even on the seventh day of the week
• Same-day express delivery: Premium service allowing, in eligible areas and if the parcel is deposited early enough, delivery to the recipient the same day within a few hours
• Registered mail: Service with enhanced tracking and mandatory recipient signature on delivery, offering additional security for valuable or confidential shipments

PostNL delivery personnel conduct their routes Monday through Saturday, from 8 AM to 10 PM, offering an extended time window that maximizes the chances of the recipient being present. For business customers and e-commerce merchants, PostNL offers personalized delivery slots and advanced notification options allowing the final recipient to track their delivery in real time and anticipate the delivery person's arrival.

Regarding international shipments, PostNL offers different options suited to the degree of urgency and sender's budget. The Packet Solutions service is intended for light shipments up to 2 kg in shoebox format, while the International Parcel Solutions service allows shipping parcels up to 30 kg to all international destinations. For the most urgent shipments, Spring Express is the fastest international express delivery service, with deliveries made via a dedicated courier network guaranteeing end-to-end tracking and traceability.

International delivery times depend on the chosen destination. Shipments to European countries typically arrive within 2 to 7 business days, with shorter times for neighboring countries such as Belgium, Germany or France. Intercontinental shipments typically require one to two weeks, approximately 3 to 10 business days depending on the selected service and any potential customs clearance delays in the destination country.

What are PostNL rates and maximum dimensions accepted?

PostNL's pricing policy is based on a price grid modulated according to several criteria to offer fair pricing tailored to each type of shipment. The main factors influencing the price of a PostNL shipment are the destination, weight, parcel dimensions and optional features such as insurance or signature on delivery.

PostNL offers several format categories to meet different shipping needs. The Brievenbuspakje format, or mailbox parcel, allows sending small items that can be deposited directly in the recipient's mailbox, thus avoiding problems related to absence during delivery. This convenient format has maximum dimensions of 380 x 265 x 32 mm, ideal for small items, folded clothing or thick documents.

• Mailbox parcel (Brievenbuspakje): Maximum dimensions 380 x 265 x 32 mm, perfect for shipments that can fit in a standard mailbox
• Small parcels: Maximum dimensions 340 x 280 x 120 mm for moderately sized items
• Standard parcels: Maximum dimensions of 100 x 50 x 50 cm, with the sum of the three dimensions not exceeding 100 cm
• XL parcels (Belgium): XL surcharge option allowing dimensions up to 170 x 70 x 52 cm for oversized shipments
• Maximum national weight: 23 kg for shipments within the Netherlands and Benelux
• Maximum international weight outside EU: 20 kg for destinations outside the European Union

It is important to note that a PostNL office has the right to refuse a parcel if it does not meet shipping requirements, particularly if the parcel is larger or heavier than the specifications indicated on the label. To avoid any inconvenience, it is recommended to carefully measure and weigh your parcel before creating the shipping label and choosing the appropriate price format.

PostNL rates are regularly updated to reflect changes in logistics and operating costs. For individuals wishing to send a parcel occasionally, creating a shipping label online is simple and quick: simply enter the shipment characteristics and proceed with secure payment by credit card or Bancontact. Professionals shipping more than 10 parcels per week can benefit from preferential rates as regular customers, with discounts negotiated based on shipment volume.

Regarding restrictions, PostNL prohibits the shipment of certain product categories for safety or regulatory reasons. Dangerous goods, flammable products, weapons, illicit substances and certain perishable items cannot be shipped via the PostNL network. It is recommended to consult the complete list of prohibited items before shipping to avoid any problems during parcel processing.

What are PostNL delivery options?

PostNL offers remarkable flexibility in delivery options, allowing recipients to choose the reception method that best matches their schedule and preferences. This diversity of options meets the expectations of modern consumers, accustomed to personalizing their online shopping experience through to the final stage of the logistics chain.

Home delivery remains the most common and appreciated option by recipients. PostNL delivery personnel conduct their routes Monday through Saturday with an extended time window of 8 AM to 10 PM, including evening delivery slots particularly popular with people working during the day. When the recipient is absent at the time of delivery, PostNL first attempts to leave the parcel with a trusted available neighbor, thus avoiding an additional trip to collect the parcel.

• Home delivery: Direct distribution to the stated address, Monday through Saturday, between 8 AM and 10 PM
• Neighbor delivery: In case of absence, the parcel may be delivered to a neighbor, with notification to the recipient
• PostNL points: Network of over 4,000 pickup points in Belgium and nearly 5,800 in the Netherlands, typically located in local shops
• Automated lockers: Over 900 automated lockers available 24/7 to pick up your parcel independently
• Evening delivery: Delivery slot between 6 PM and 10 PM for recipients working during the day
• Sunday delivery: Option available for certain urgent shipments

If home delivery and neighbor delivery prove impossible, the parcel is automatically deposited at a PostNL point near the recipient. These pickup points are typically located in local shops such as convenience stores, tobacco shops or gas stations, offering extended opening hours and convenient accessibility. For shipments to the Netherlands, a parcel that could not be delivered after two attempts will remain available at a PostNL point for one week, giving the recipient time to collect it.

Automated lockers represent an increasingly popular option, particularly suited to people with atypical schedules or preferring to avoid human interaction. Accessible 24 hours a day, 7 days a week, these secure compartments allow you to pick up your parcel at any time using a unique code sent by SMS or email. PostNL plans to significantly expand this network as part of its 2028 strategy, with the objective of reaching 3,600 parcel lockers by the end of 2028.

PostNL also provides an online location tool to quickly find the nearest PostNL points and automated lockers, with their detailed opening hours. This convenient tool helps recipients plan parcel collection according to their personal and professional constraints.

What should I do if my PostNL parcel is lost or damaged?

Despite the professionalism and care applied by PostNL to shipment delivery, it can happen that a parcel is lost or arrives damaged. In these unfortunate situations, PostNL has established clear complaint procedures allowing senders and recipients to report the problem and obtain, if applicable, appropriate compensation.

To be eligible for compensation in case of a damaged parcel, it is essential to report the damage within a strict period of seven days following delivery, excluding Sundays and public holidays. This relatively short timeframe requires recipients to check their parcel condition quickly after receipt and immediately document any damage observed. It is highly recommended to photograph the damaged parcel and its contents before contacting PostNL customer service.

• Complaint deadline: Seven calendar days after delivery to report damage (excluding Sundays and public holidays)
• Required documents: Tracking number, tracking screenshot, invoice or order confirmation indicating price and item reference, proof of payment
• Additional evidence: Photographs of the damaged parcel, copies of exchanges with the seller or carrier, written statement describing the facts
• Legal responsibility: In case of dispute, legislation requires the seller (not the carrier) to assume responsibility for the parcel until effective delivery to the recipient

For valuable shipments, PostNL offers an increased liability option, also called parcel insurance, allowing coverage of contents against theft and damage up to 5,000 euros, depending on the country of origin and destination country. This optional coverage applies to amounts between 100 and 5,000 euros and automatically includes signature for receipt, requiring the recipient to sign to prove proper receipt of the parcel.

The complaint procedure can be initiated through several channels. PostNL's intelligent chatbot, named Daan, is available continuously to guide users through their complaint process. If the chatbot cannot resolve the issue, it automatically connects the user to a human advisor. Live chat with a representative is available between 8:30 AM and 7:00 PM Monday through Friday, and Saturday from 9:00 AM to 4:00 PM.

It is important to note that PostNL handles different types of issues: damaged parcel, parcel not received, tracking code problem, and complaints regarding delivery personnel behavior. Each type of issue has an adapted procedure, and customer service directs the user to the appropriate steps depending on their specific situation.

Does PostNL handle international shipments and customs procedures?

PostNL offers a complete range of international shipping services allowing mail and parcels to be sent to over 220 countries and territories worldwide. To assist its customers with these cross-border shipments, the Dutch carrier provides detailed information on applicable customs procedures and documents to prepare depending on the chosen destination.

When sending goods to a country located outside the European Union, completing a customs form is mandatory. PostNL uses standardized customs forms CN22 and CN23, with the choice depending primarily on shipment weight. Form CN22 is required for shipments up to 2 kg and for letter-format merchandise shipments. Form CN23, more detailed, is necessary for shipments up to 20 kg and requires more information about the contents and value of shipped merchandise.

• CN22 form: For shipments up to 2 kg or letter-format merchandise
• CN23 form: For shipments up to 20 kg, with detailed content information
• Commercial invoice: Mandatory for all commercial shipments, to be attached in duplicate
• Pro forma invoice: To be provided in duplicate if it is not a commercial shipment
• Single Administrative Document: Required for shipments valued over 1,000 euros

Mandatory information to be noted on customs forms includes complete sender details (name, address, telephone number), VAT number and EORI number for persons subject to VAT, recipient details including if possible their VAT number, as well as the country of origin of the goods. This last item corresponds to the country of manufacture of the goods and not the country of purchase, information generally indicated on the product under the "Made in" marking.

Shipping costs paid for the shipment must also appear on the customs form, as well as any other fees such as insurance. These amounts are necessary for calculation of customs duties and taxes in the destination country. All documents relating to the shipment must be placed in a transparent sleeve fixed to the back of the parcel, never inside the package itself.

Since January 1, 2019, customs authorities have been increasingly strictly monitoring merchandise entering their territory, and information requirements have been strengthened. Customs forms must be completed correctly and thoroughly, including fields that may seem optional, or risk the shipment being held and not forwarded to its destination. It is the sender's responsibility to inform themselves about the import and export rules in force, particularly any additional documents potentially required such as certificate of origin, health certificate, CITES certificate or phytosanitary certificate depending on the nature of the shipped merchandise.

For shipments within the European Union, procedures are considerably simplified thanks to the European single market which allows the free movement of goods between member states. No customs form is required for these shipments, which significantly accelerates transit and reduces delivery times compared to destinations outside Europe.

Understanding tracking statuses

When you track a PostNL parcel online, different statuses may appear to inform you of the progress of your shipment. PostNL's Track and Trace system assigns each registered shipment a unique tracking number, generally consisting of two letters followed by nine digits and a two-letter country code. Here are the main statuses and their meanings: