InPost ES shipping conditions

Purpose: View the shipping conditions of InPost ES. 

Related articles:

→ InPost ES surcharges

Shipping Methods (National)

Home Delivery

Special conditions

• Service availability: This shipping method is only available for shipments collected in Madrid postal code areas beginning with 28.
• Saturday home delivery: Available upon request from 09:00 to 13:00.
• Active redirection: Recipients can redirect a home delivery to the nearest Pickup Point (PUDO) or Locker. After the first failed delivery attempt, the parcel can be diverted to a Pickup Point or Locker at no extra cost.
• Address correction: If the delivery address is incorrect and later corrected, a second delivery attempt will be carried out once the issue is resolved.
• Waiting time: If the delivery process requires more than 5 minutes to complete, the shipment will be marked as Recipient Absent.
• Customs handling: Shipments to the Canary Islands, Ceuta, Melilla, Andorra, and Gibraltar require customs handling (DUA). Duties and taxes may be billed to the sender or collected from the recipient upon delivery.
• Insurance: Standard carrier insurance is included. Proof of purchase value (excluding VAT) is required for claims.
• Prohibited items: Hazardous materials, valuables (e.g. jewellery, precious metals), weapons, narcotics, counterfeit goods, live animals, and temperature-controlled goods are not accepted.
• Undeliverable parcel scenario:

Scenario	Action
First delivery attempt failed	Parcel can be redirected to a Pickup Point or Locker at no extra cost.
Recipient unavailable, unknown, address incorrect, or parcel refused	Parcel is held at the destination branch or locker.
Retention period	Parcel is held for a maximum of 7 calendar days.
After 7 calendar days uncollected	Parcel is returned to the sender.

Service point delivery (C2C)

Special conditions

• Weight & dimensions conditions: If a shipment cannot be delivered to a locker due to oversized dimensions during delivery, it will be delivered to a substitute Punto Pack, provided it respects the Punto Pack's size limits.
• Label: The mailing label glued flat on the largest side of the package.
• Delivery: Delivery of the parcel to the recipient on presentation of an identity document.
• SMS notifications: The first SMS sent to the recipient is free of charge. Additional SMS messages may be charged depending on the carrier agreement. Due to the shortened parcel availability period, the second SMS is sent on the third day of availability (the first day being the day the parcel is delivered to the pickup point).
• Digital Label (QR/labelless): No printing is required. Just present the QR code link at a Service Point, where the label will be printed and applied to your parcel.

• Undeliverable parcel scenario:

  Please note that this may incur additional charges, which are non-refundable.

  Scenario	Action
  Parcel not collected or rejected	Returned to the Customer at the original or nearest drop-off Punto Pack | Locker.
  Notification to Customer	The Customer is informed by email of the parcel’s availability at the original or nearest drop-off Punto Pack | Locker.
  Retention period	The Customer has 8 calendar days to collect the parcel.
  After 8 business days uncollected	The parcel is sent to Mondial Relay's Service Expertise (France).
  At Service Expertise	The parcel remains available for 14 business days. Collection is at the Customer’s expense.
  After 14 business days uncollected	InPost may freely dispose of the parcel.

Shipping Methods (International)

Special conditions

• Weight & dimensions conditions: If a shipment cannot be delivered to a locker due to oversized dimensions during delivery, it will be delivered to a substitute Punto Pack, provided it respects the Punto Pack's size limits.

• Parcel holding period: 

  See parcel holding period

  The table below shows how many business days the parcels are held depending on the destination country and delivery type.

  Destination country	Locker	Locker (limited opening hours)	Punto Pack
  Poland	48 hours	72 hours	72 hours
  France	5 days*	8 days	8 days
  Italy	7 days	7 days	7 days
  Portugal	8 days	8 days	8 days
  Belgium	8 days	8 days	8 days
  Luxembourg	8 days	8 days	8 days
  Netherlands	8 days	8 days	8 days

  * Business days

• Undeliverable parcel:
  Please note that this may incur additional charges, which are non-refundable.

  Stage	Action
  Parcel not collected or rejected	Returned to the Customer at the original or nearest drop-off Punto Pack | Locker.
  Customer notification	The Customer is informed by email of the availability of their package at the original or nearest drop-off Punto Pack | Locker.
  Initial retention period	The Customer has 8 calendar days to collect the parcel.
  After 8 business days uncollected	The parcel is sent to Mondial Relay's Service Expertise (France).
  At Service Expertise	The parcel remains available for 14 business days. Collection is at the Customer’s expense.
  After 14 business days uncollected	InPost may freely dispose of the parcel.

• Label: The mailing label glued flat on the largest side of the package.
• Delivery: Delivery of the parcel to the recipient on presentation of an identity document and against a digital signature.
• SMS notifications: The first SMS sent to the recipient is free of charge. Additional SMS messages depend on the carrier agreement.

• Due to the shortened parcel availability period, the second SMS is sent on the third day of availability (the first day being the day the parcel is delivered to the pickup point).

• Digital Label (QR/labelless): No printing is required. Just present the QR code link at a Service Point, where the label will be printed and applied to your parcel.

Home Delivery 

Service Point Delivery

Return Shipping Methods (National)

Service Point Delivery 

Return Shipping Methods (International)

Service Point Delivery

Pick-ups

The pick-up service is not available with InPost ES. Therefore, a drop-off is required. Please refer to the Drop-offs section for more information.

Drop-offs

General features

To ship with InPost, you must drop off your parcels at one of two designated points:

• Punto Pack: This is a partner store or shop where you can drop off your package (or pick one up) during their operating hours. Think of it as a manned service point.
• Locker: This is an automated self-service terminal found in public places, accessible 24 hours a day, where you can drop off your package (or pick one up) at your convenience.

You can drop off your parcels at any InPost Service Point location, which you can easily find using their Service Point Finder.

Always keep your proof of handover until all your parcels are successfully delivered. This document is essential if you ever need to file a claim.

Package specifications

• Parcel Limit: 20 parcels per drop-off.
• Maximum Weight: The maximum weight depends on the specific shipping method you've chosen. Please refer to the Shipping Methods section for detailed information.
• Maximum Dimensions: Similar to weight, the maximum dimensions allowed are determined by your selected shipping method. You'll find more details in the Shipping Methods section.

Claims Process

If you ship using Sendcloud's rates, Sendcloud acts as the intermediary between you and Inpost. 

In case of any incidents with your parcels, you can open a claim directly through the Support panel in your Sendcloud account. For more information in this regard, please refer to Sendcloud’s article: How do I start an investigation or file a claim for my parcel?

This process ensures that all necessary documents are collected, resulting in a complete claim file that the carrier can process as quickly as possible.

Important Note: If you can not provide a purchase invoice in case of production / second hand products, then you may upload a statement in PDF format explaining the origin of the costs to complete all the required fields.

Claim deadlines & Required documentation

Compensation policy

National & International claims

Special conditions

• InPost ES exonerates itself from all responsibilities in the following cases:
  • Case of force majeure (unforeseeable, irresistible and external fact)
  • Inherent vice of the object
  • Failure to comply with the restrictions on taking over the package, the consignor's obligations or the conditions of admission of the package
  • Failure to comply with good packaging practices, particularly with regard to objects considered fragile (crockery, porcelain, bottles, glassware, etc.). For more information in this regard, please refer to InPost’s article: Trucos y consejos para tus envíos de InPost (only in Spanish).

Resolution time (estimated)

Once the claim is submitted to the carrier, we typically receive a response within 10 business days. Please note that this is an indicative timeline, and the actual resolution time is subject to the carrier's internal processes and can vary.

Sendcloud insurance

Do you want to insure your shipments for a higher value? This is possible with the help of our insurance: Sendcloud Shipping Protection (XCover).

More information is available in our Help Center article: How do I start an investigation or file a claim for my parcel?

Surcharges

Inpost may apply surcharges to your invoice if a parcel you ship does not meet the criteria laid out in their shipping conditions. We have created the following article so you can take all necessary action to avoid having to pay unwanted surcharge fees on your invoice: Inpost ES surcharges.

Package Content Restrictions

InPost does not accept certain items for shipment. If you ship these items, they cannot be covered by the carrier's insurance and will be excluded from any compensation. Please note that this list is not exhaustive.

Label Validity, Updates & Cancellation

Understanding the ins and outs of label validity, updates, and cancellations helps you manage your shipments efficiently, avoid unexpected costs, and keep your shipping process hassle-free.

Direct Contract Shipping

You can easily integrate your direct contract with InPost into your Sendcloud account. Our InPost ES contract activation guide explains how to connect your contract, allowing you to ship under your own terms and conditions.

Note: For detailed information on shipping methods and pricing, please contact your InPost account manager directly.

When you choose to ship with InPost, you are agreeing to their General Transport Conditions. For complete details, please find the links below:

• General Transport Conditions (B2B)
• General Transport Conditions (C2C)