Services

• A DOMESTIC PARCEL HAS BEEN DISPATCHED BUT HAS NOT ARRIVED YET

  1. First make sure if it is supposed to have reached its destination or is still on the road.
  Delivery times for parcels sent within Estonia

  2. Track your parcel.
  For this you need its barcode. You received one when you registered your parcel. If you are the Recipient, ask the Sender for a barcode.
  Track parcel

  3. If any of the previous steps haven't worked, fill out a Tracking form.
  Fill out a Tracking form.
  Good to know! Tracking form can be submitted only from the country of origin and by the Sender. If you are the Recipient you should contact the Sender to track the parcel.
  Tracking form

• AN INTERNATIONAL PARCEL HAS BEEN DISPATCHED BUT HAS NOT ARRIVED YET.

  1. First make sure if it is supposed to have reached its destination or is still on the road.
  Delivery times for international parcels
  
  From abroad to Estonia
  You can only track the parcel arriving to Estonia if the sending country has entered the tracking information into an international database. Until the parcel has not arrived in Estonia you may try finding it from the homepage of the postal organization of the country of dispatch.
  
  Homepages of foreign postal organizations
  
  From Estonia to abroad
  You can track the parcel’s, which is being sent out of the country, journey in Estonia on this page at any time. International parcels can also be tracked after the parcel has left Estonia from an international tracking page.
  
  International tracking page

  2. Track your parcel.
  For this you need its barcode. You received one when you registered your parcel. If you are the Recipient, ask the Sender for a barcode.
  Track parcel

  3. If any of the previous steps haven't worked, fill out a Tracking form.
  Fill out a Tracking form.
  Good to know! Tracking form can be submitted only from the country of origin and by the Sender. If you are the Recipient you should contact the Sender to track the parcel.
  Tracking form

• WHICH ITEMS CAN I SEND BY MAIL?

  1. General information concerning forbidden and special items can be found from
  from the list of items prohibited from being sent in any type of postal consignment or which can be sent under special circumstances.

• HOW TO AVOID DAMAGING THE PARCEL?

  1. Package your parcel in a way that would protect it from getting damaged during transport.
  Tips and recommendations

  2. If necessary, choose required additional services.
  For example, for fragile items we recommend to use additional service "handle with care".
  Additional parcel services.

  3. Check the contents of the parcel immediately after receiving it.
  If you wish to file a complaint do it as fast as possible in at post office closest to you.
  Read more

• WHAT SIZE ARE THE LOCKERS OF THE PARCEL MACHINES?

  By parcel machine, it is possible to send parcels weighing up to 30 kg each. You can choose between lockers of three sizes (S, M or L). Maximum dimensions of the lockers (height, width, length) are as follows:
  
  S      9 x 38 x 64 cm (min width 9 x min length 14)
  M   19 x 38 x 64 cm
  L    39 x 38 x 64 cm

• HOW CAN I SEND A PARCEL?

  Parcels can be pre-labelled in our e-service minu.omniva.ee or at the parcel machine. Write the parcel code and the sender’s and recipient’s phone number on the parcel by hand – this way, the parcel will arrive safely even if the sticker comes off.

• HOW CAN I CHANGE THE LOCKER SIZE OF A PRE-LABELLED SHIPMENT AT THE PARCEL MACHINE?

  If you find out that the pre-labelled shipment does not fit in the locker when locker door opens, leave the door open and press ‘Change locker size’ on the screen. Then press ‘Confirm’ to resize the locker and close the open door. Next, select the size of the new locker and choose the payment method. After that, a new locker will open. Place the shipment into the locker and close the door.

• WHAT SHOULD I DO IN THE EVENT OF A PARCEL MACHINE FAILURE?

  What should I do if card payments are unavailable at the parcel machine?
  After inserting the card, follow the instructions on the screen of the payment terminal. In case of a payment error, contact Omniva’s customer support by calling 661 6616.

  Read more

  What should I do if the door of the parcel machine will not open?
  First, make sure the six-digit code you entered is correct. If the code is correct, but the locker will still not open, try to pry the locker door with your fingers. If this does not work, contact Omniva’s customer support by calling 661 6616.

  What should I do if there is a parcel already inside the locker when the door opens for my shipment?
  Contact Omniva’s customer support by calling 661 6616. Provide information about the parcel in the locker and place your parcel in the same locker.

• HOW CAN I SEND A PARCEL PAID BY THE RECIPIENT?

  The recipient must pre-label the shipment in the e-service and forward the code to the sender to use for shipping the parcel.

• WHAT SHOULD I DO IF I HAVE PRE-LABELLED THE SHIPMENT, BUT I DO NOT WANT TO SEND IT?

  Send a request for a refund with the parcel code, your contact information and bank account number to Omniva’s customer service email [email protected].

• WHAT SHOULD I DO IF THERE IS ANOTHER CUSTOMER’S SHIPMENT/SHIPMENTS IN ADDITION TO MY PARCEL IN THE LOCKER OPENED WITH THE DOOR CODE?

  Take the shipment out of the locker and report the incident to Omniva’s customer support by calling 661 6616.

• WHAT SHOULD I DO IF THE LOCKER OPENED WITH THE DOOR CODE IS EMPTY OR ONE OF THE SHIPMENT IS MISSING?

  Contact Omniva’s customer support by calling 661 6616 to find out the location of the parcel.

• HOW CAN I RETURN A PARCEL?

  1. If you want to return the received parcel
  When buying online or by mail order, you might need to return the goods to the seller. Find out the conditions for returning the goods already when making a purchase. It is important to know who is paying for the return. See how to return the parcel.

  Continue reading

  2. If you want to refuse accepting the parcel
  If you already know when receiving a parcel notification that you do not want to accept this parcel, notify the cancellation request to our customer service by calling 661 6616 or send the information to the customer support email [email protected]. Then, we will return it to the sender. When the courier calls, you can tell them right away that you do not want to accept this parcel. In that case, we will return it to the sender.

• HOW CAN I DESIGNATE FROM WHICH PARCEL MACHINE/
  POST OFFICE I WANT TO RECEIVE MY PARCELS FROM?

  Set your preferences for receiving your parcels in our e-service environment minu.omniva.ee by selecting ‘Tell us wherefrom you wish to receive your parcels’ on the front page and log in to e-service. Enter your mobile phone number to register an account in the e-environment. More information about preferences

• HOW CAN I REDIRECT THE PARCEL?

  Parcels can be redirected from one parcel machine to another. To redirect parcels, go to our e-service environment minu.omniva.ee, select ‘Redirect parcel to another parcel machine’, and the enter information about from where to where you want to send the parcel. Additionally, you can notify our customer support about redirecting by calling 661 6616 or sending a request to [email protected]. The service fee of redirecting the parcel matches the price of sending the parcel. You can find out more about redirecting shipments here

• HOW CAN I EXTEND THE STORAGE TIME OF THE PARCEL?

  If you cannot pick up your shipment from the parcel machine before the end of storage time, please ask a reliable person close to you to pick up the parcel for you. If you or a reliable person close to you will not pick up the parcel within the storage time, we will return it to the sender. In that case, the cost of returning the parcel must be paid by the sender. The storage time of parcel machine shipments cannot be extended. Find out more about storing shipments here

  If you cannot pick up the parcel from the post office within the storage time, you can extend the storage time for some shipments once by a period ranging from ten days to two months. A fee will apply for storing a parcel or a letter weighing more than 500 g at a post office. If the storage time is exceeded, we will return the shipment to the sender. For redirecting parcels, go to our e-service environment minu.omniva.ee and choose ‘Application for extending the storage time’ and enter the information of the parcel you wish to extend the storage time for. You can also inform our customer support of your wish to extend the storage time by calling 661 6616 or sending an application to [email protected].

• WILL THE COURIER CALL IN ADVANCE?

  For shipments addressed to private customers, we will contact the recipient in advance (if there is a phone number available) and agree upon the delivery time of the shipment. For advance notification, the private customer recipient will receive a call in advance and delivery time will be agreed upon, or a text message notifying them of the arrival of the courier will be sent.

• WHEN WILL MY PARCEL ARRIVE?

  Standard parcel delivery times can be found here

• WHAT IS THE MAXIMUM SIZE OF A COURIER SHIPMENT OF A PRIVATE CUSTOMER? CAN A PRIVATE CUSTOMER ALSO SEND A LARGE SHIPMENT?

  A private customer can send parcels with the following options:
  
  S:   9 × 38 × 64 (minimum dimensions: length 14 cm, width 9 cm, height/thickness 1 cm)
  M: 19 × 38 × 64
  L:  39 × 38 × 64
  XL: longest side up to 150 cm, where the sum of the longest side and the circumference of the parcel must not exceed 300 cm (the circumference of the package is measured perpendicular to the longest side)
  XXL: maximum weight 100 kg, the longest side or the max length of the parcel 250 cm, the sum of the longest side and the circumference of the parcel must not exceed 400 cm;
  
  XL shipments can be handed over at a post office or directly to a courier and they will be delivered either to the post office or by courier to the corresponding address.
  XXL shipments can only be handed over to a courier and the shipment will reach the intended recipient also by courier only.

• WILL THE COURIER DELIVER THE PARCEL TO MY DOOR?

  The courier parcel (up to 30 kg) is delivered to the door of the place of residence or location of the recipient at no extra charge – the service is included in the price of the main service:
  
  - in an apartment building – to the apartment door;
  - in a private house – to the front door of the house;
  - if the house is surrounded by a fence and the courier cannot access the house – to the gate;
  
  Larger parcels (over 30 kg) are delivered to the front door of an apartment building or to the gate of a private house.

• WHEN SENDING AN XL OR XXL SHIPMENT BY A COURIER, I NEED TO KNOW THE FOLLOWING:

  1. If the shipment is easily soiled or broken, I take special care to ensure that the packaging covers the product securely on all sides. I will make sure to check the packaging rules of Omniva.
  
  2. When sending a used product that has signs of wear and/or defects, I will inform the courier of this upon receipt of the shipment (e.g. a dresser has scratches, a washing machine is rusting in the corner, a carpet is frayed in the corner or the product has visible stains on it). I am responsible for ensuring that the recipient is aware of the condition of the product (of the defects) beforehand.

• WHAT DOES IT MEAN IF I HAVE THE SAME DOOR CODE IN MULTIPLE SMS?

  You have several shipments stored in one locker. If the parcels are stored in one locker the SMS will show the same door code.

• WHAT TO DO WHEN I HAVE TAKEN ONE SHIPMENT OUT OF THE LOCKER AND LATER NOTICED THAT THERE WERE MORE PARCELS STILL IN THE LOCKER?

  If some of the parcels are still in the locker, you can open the locker with the same door code within 15 minutes if there is no new shipments in the locker. If the door code can no longer be used, contact Omniva Customer Support at 661 6616.

• WHY SHOULD I SET PREFERENCES? HOW CAN I DO THAT?

  Preferences can be set in the e-service minu.omniva.ee by choosing ‘Tell us wherefrom you wish to receive your parcels’ and log in to e-service. For an account registration, enter your mobile number and then you will receive a text message with a confirmation code that you need to enter into the e-service to confirm your phone number. After the confirmation, it is possible to assign up to 5 preferred places of receipt.

  If it is important for you to receive the parcel:
  - from certain parcel machine or post office that suits you – assign one preference
  - as soon as possible – assign multiple preferences (in order of priority).
  
  If you have assigned multiple preferences, we will send the shipment to the first parcel machine in the order of preference with lockers available or to the post office.

• WHICH PARCELS ARE SENT ACCORDING TO THE ASSIGNED PREFERENCES?

  - International parcels that have no specific parcel machine assigned from the e-shop.
  - National parcels for which a specific parcel machine or post office has not been selected as the place of delivery.
  Parcel requirements:
  - The parcel has a phone number and it matches the phone number associated with your account at minu.omniva.ee.
  - The dimensions and weight of the parcel meet the requirements of the parcel machine’s terms of service.
  - Identification is not required upon delivery of the parcel.

  
   
• FOR WHICH ADDITIONAL SERVICES ARE THE PREFERENCES NOT TAKEN INTO ACCOUNT?

      - Document return
     - Personal delivery
      - Delivery to an adult
      - Recipient’s identification
      - Digital copy of the document
      - Document number registration

  
   
• WHY WAS THE PARCEL NOT DELIVERED ACCORDING TO PREFERENCES?

  - Preferences do not apply for parcels ordered from e-shops that already have a parcel machine or PO box address assigned as the delivery destination upon purchase (either by the customer or the sender).
  - The parcel does not meet the requirements – it exceeds the maximum dimensions allowed for parcel machine, weighs over 30 kg, or is missing a phone number.
  - When you have changed the preferences after the parcel has been sorted, then new preferences are taken into account for following shipments.

• WHY WERE ALL THE PARCELS NOT DELIVERED ACCORDING TO MY FIRST PREFERENCE?

  - If the preferred parcel machine is full at the time of sorting, the parcel will be redirected to the next preferred destination.
  - If there is only one preferred parcel machine listed and it is full at the time of sorting, the parcel will be redirected to the residence-based post office.
  - If the only preference listed is the post office, the parcel will be sent there.

• WHAT SHOULD I DO IF I HAVE NEW PHONE NUMBER – CAN I CHANGE IT AT MINU.OMNIVA.EE?

  In case of a new phone number you can change is in My Data section. When you change your phone number a new security code is sent to the new number. Please insert and confirm it also in My Omniva environment.

• HOW CAN I DELETE MY DATA FROM MINU.OMNIVA.EE?

  To delete the data, you need to contact our customer support, who can delete the account. To delete the account, you have to give your phone number, first name and last name to the customer support.

• WHAT DOES THE OPTION ‘FIRST PREFERENCE AT MINU.OMNIVA.EE’ MEAN IN THE LIST OF PARCEL MACHINES IN MY E-SHOP?

  If you select ‘First preference at minu.omniva.ee’ from the list of parcel machines in your e-shop, the parcel will be routed according to the preference you have set at minu.omniva.ee. The ‘First preference at minu.omniva.ee’ option makes it easier to choose a parcel machine in the e-shop, because you will not need to search for the right one from the full list. If you have selected ‘First preference at minu.omniva.ee’ from the list of parcel machines in the e-shop but have not set any preferences in My Omniva, we will send you a text message/email notification to add your preference to the list so that your parcel can be delivered.

• HOW CAN I SEND A LETTER?

  You can send the letter from the e-service, post office, or by mailing via a letter box. To send a maxi letter or a registered letter, please visit a post office. Domestic registered letters can even be sent from the e-service.
  Letter box locations
  Locations and opening hours of post offices

• HOW DO I WRITE AN ADDRESS ON A LETTER?

  Write the correct address and postal code on your letter. This way, it will quickly reach the person it was meant for. Avoid crossing the words when writing an address. You can find suitable envelopes at post offices and our e-shop.
  See the rules of writing addresses on letters
  Find the right postal code

• WHEN WILL MY LETTER ARRIVE?

  1. Letters , i.e. standard letters and maxi letters sent as letters which are handed over stamped, will be delivered to the recipient’s mailbox on the third business day following the handover if it was mailed via a letter box or post office before the last emptying time.
  Express letters, i.e. standard letters and maxi letters handed over in an orange envelope with the Plussmark stamp printed on it, will be delivered to the recipient’s mailbox on the following business day, if the express letter was mailed via a letter box or post office on a business day (Mon.–Fri.) before the last emptying time.
  Registered letters will be delivered to the recipient on the third business day following the handover, and if the delivery attempt fails, the recipient receives a notice and the letter can be retrieved from the post office within 15 calendar days.
  See the delivery times

  Continue reading

  2. How far is the shipment?
  You can track registered letters. For this, you need the shipment’s barcode that is given to the sender when registering the letter. If you are the recipient, ask the sender for a barcode.
  Track and trace
  If you send an international registered letter, then unfortunately, not all countries offer the possibility to track a shipment.

  3. If none of the above give results, we will start looking for the registered letter.
  It is worth knowing that a search form can be submitted within up to 6 months after the shipment was posted. For international shipments, submit the search form after it has failed to arrive at its destination within one month. The search form of an international shipment can only be submitted from the country of origin, i.e. only by the sender. If you are the recipient, ask the sender for a barcode. A search request can only be performed for registered shipments.
  Fill in the search form

• WHAT KIND OF ITEMS CAN I SEND BY MAIL?

  1. General information concerning forbidden and special items can be found from the list of prohibited items.
  There you can see any type of postal consignment or what you can send under special circumstances.
  International parcels limitations depends on the destination country.
  More information about popular foreign countries

  2. Detailed information about the requirements of destination country can be found from
  Make sure that your letter is properly addressed. If necessary, choose an additional services.

• HOW CAN I AVOID DAMAGING THE SHIPMENT?

  1. Pack your shipment in a way that will protect it from being damaged during transport.
  Tips and recommendations

  2. If needed, choose additional services,
  for example, add insurance for a registered shipment.
  Additional services for letters
  Additional services for international registered letters

• DECLINING DIRECT MAIL

  After placing this sticker on your mailbox, you will no longer receive unaddressed mail order catalogues and unaddressed advertisements from stores and other enterprises. Unaddressed commercial material does not include public information sent by the state or local government or advertisements addressed to you – these will be delivered to your mailbox in the future as well.

  Only the user of the mailbox can order a “No ads” sticker. This means that the manager of the housing association cannot make this order.

  You can submit a notification about not wanting to receive ads in the future at a post office as well. The sticker will be delivered to your mailbox within 10 business days after submitting the application. Once you have received the sticker, place it at a visible spot on your mailbox so that the mail carrier could see it. After you have put the sticker on your mailbox, unaddressed commercial material will no longer be delivered to your mailbox.

  All direct mail carriers must take into account the sticker declining direct mail and may not deliver any unaddressed direct mail. Only addressed mail (including addressed direct mail and public information) will be delivered.

  You can also order a new sticker even if your mailbox already has a sticker against unaddressed commercial material, but it is either worn, torn or has an unacceptable appearance or content (we do not accept stickers that restrict the content of advertisements).

  If you wish to place a “No ads” sticker on your mailbox yourself, submit an application to us and add the sticker within 10 days. Keep in mind that the sticker must convey clearly that you do not wish to receive advertisements, but it cannot set any restrictions on the content of advertisements.

  If you wish to receive advertisements again, remove the “No ads” sticker from your mailbox and, if possible, notify Omniva of your mail address by calling the customer service number 661 6616 or by sending an email to [email protected].

  For information about the processing of personal data, see the AS Eesti Post Principles of Processing Customer Data, which are available here.

  In order to receive the sticker, fill in the application to stop receiving ads

  1. Which direct mail can be declined with the application/notification to stop receiving ads?
  All unaddressed direct mail. Unaddressed direct mail does not include public information from the state and local government or direct mail addressed to you – these will continue to reach your mailbox.

  2. How can I decline unaddressed direct mail?
  To decline direct mail or to get new sticker for your mailbox, you will need to fill in the application to stop receiving ads on Omniva’s website or contact the nearest post office, where it will be filled in electronically. You cannot decline direct mail or order a new sticker by calling Omniva’s customer service.

  3. You have submitted an application to stop receiving ads, but have not yet received the mailbox sticker
  The sticker will normally be sent to your mailbox within 10 days of submitting the application. We recommend that you check your mailbox during this period so that you can put the sticker there when you receive it. Please note that the sticker is small and may be missed at first glance among other items. If you are sure that the sticker has not arrived in your mailbox, please contact [email protected] to request a new sticker.

  4. Is the sticker on a mailbox necessary?
  The sticker is necessary to ensure that no unaddressed direct mail is delivered to your mailbox. Mail carriers or couriers from Omniva and other delivery service providers operate based on the information on the mailbox.

  5. You have installed an opt-out sticker but still received an advertisement.
  The opt-out sticker must be respected by all advertisers and unaddressed advertisements must not be posted in your mailbox. Only the mail you have ordered (including addressed direct mail and public information) will be posted. Please send complaints to [email protected].

  6. Town and rural municipality papers – advertising or public information?
  State and local government publications and information media are public information and the opt-out sticker does not apply to them.

  7. You wish to receive a new sticker (e.g. the sticker has been removed, damaged, etc.).
  To receive a new sticker, please fill the direct mail form on Omniva’s website or contact the nearest post office.

  8. You have placed a homemade ‘No direct mail’ sticker on your mailbox, but have not notified Omniva about it.
  Please fill the direct mail form on our website or contact the nearest post office.

  9. You have placed a homemade sticker on your mailbox that has a content restriction marking (e.g. you wish to receive only unaddressed election advertisements or unaddressed direct mail from a certain provider).
  We do not accept ‘No direct mail’ stickers with content restrictions or any other markings. The ‘no direct mail’ sticker ensures no unaddressed direct mail will be delivered to a mailbox.

  10. You received the sticker, but have not submitted the application to stop receiving ads.
  This is probably a mistake. Please send a respective notification to [email protected].

  11. You wish to decline unaddressed direct mail for a certain time period.
  It is not possible to decline direct mail for certain time period. In that case, please submit an application to stop receiving direct mail on our website or at the nearest post office, and from the moment you wish to receive direct mail again, remove the sticker and fill the application form to stop receiving direct mail on our website or send a notification to Omniva’s customer service at [email protected] or by phone 661 6616.

  12. You submitted an application to stop receiving direct mail and specified which direct mail you still wish to receive.
  With the application to stop receiving direct mail, you decline all unaddressed direct mail. We cannot make content restrictions.

  13. Is it possible to decline direct mail for a building with a shared mailbox?
  Shared mailbox means a mailbox or slot inside the front door where all delivered mail is accessible from one place. It is possible to decline unaddressed direct mail for a shared mailbox if the residents install the appropriate label in the immediate proximity of the mail slot or on the shared mailbox. The label must show how many apartments use the shared mailbox and who wish to decline. In addition, the label must enable to change one’s preferences. The label containing apartment numbers and applications to stop receiving direct mail must be installed in the immediate proximity of the mail slot on the front door or on the shared mailbox. If it is installed away from the door or is not on the mailbox, then the mail carriers of both Eesti Post and other delivery service providers might not notice it and there is a risk that a mistake is made and direct mail still gets delivered.

  Example of a label or sticker:

  Apt. 1 No unaddressed direct mail, please!

  Apt. 2 No unaddressed direct mail, please!

  Apt. 3 No unaddressed direct mail, please!

  Apt. 4

  Apt. 5

  etc.

  If you have installed the label or sticker mentioned above, please let us know.

  14. You wish to decline direct mail on behalf of somebody else (for example in the name of your neighbour if they lack the opportunity).
  In this case, please insert the respective information into the comment field of the application. In general, we can accept only the application of the owner of the mailbox, but in special cases we accept the applications submitted by relatives or the close ones.

  15. The apartment association wishes to decline or receive direct mail on a stand.
  By law, apartment associations cannot make decisions concerning the use of private property (i.e. what may or may not be delivered to their mailbox) in the name of mailbox or apartment owners. We only accept the applications of mailbox users.

  16. The manager or owner of the office building wishes to submit the application on behalf of all the companies in the building (i.e. address-based).
  An application must be filled separately for each mailbox. In addition, office buildings cannot submit a joint, i.e. address-based application.

• WISH TO RECEIVE DIRECT MAIL

  You wish to receive unaddressed direct mail (you had previously declined the direct mail with a sticker on the mailbox).
  You need to remove the sticker declining direct mail from your mailbox and inform us of your wish via the form on Omniva’s website by filling the field ‘I wish to receive direct mail’ or notify Omniva’s customer service (phone number 661 6616, email [email protected]) or contact nearest post office.

• HOW CAN I GIVE FEEDBACK ON DIRECT MAIL DELIVERY

  If you wish to give feedback on any observation seen below, then please contact Omniva’s customer service (phone 661 6616, email [email protected])
  Your feedback will give us an overview of quality or defaults and we can improve our service accordingly. Your feedback and requests are answered by Omniva’s customer service.

  Continue reading

  • You have received two or more copies of every item of direct mail or it is damaged.

  • You wished to receive direct mail, but you have not.

  • You did not receive your addressed direct mail (catalogues, etc.), although you have provided your address to the direct mail distributor to receive the respective direct mail, and you are certain that it should arrive.

  • You receive unaddressed direct mail sometimes, but not always.

  • There is a sticker declining direct mail on your mailbox, but you still receive unaddressed direct mail.

  • You have an observation about a mail carrier’s or courier’s work (e.g. the mailbox has been left open after delivery, the mailbox has been crammed or forced full to the brim with direct mail, direct mail has been left on the hallway floor due to the mail carrier, etc).

  • You have an observation about the content of the direct mail (e.g. direct mail of an inappropriate product or service; derogative content; suspicious marking; etc).

  • If you have other suggestions or feedback about the direct mail service, please let us know.

• ADDRESSED DIRECT MAIL

  1. You are expecting addressed mail (catalogues, etc.), but it has not arrived.
  If possible, please make an inquiry to the sender of addressed direct mail to find out whether your address in their database is correct and whether the addressed direct mail has been sent this time. Many of addresses changed due to the administrative reform (e.g. the postal code, the name of the municipality, etc.) and since 1 October 2018, Omniva will return all shipments with old address components back to the sender. If your address also changed due to the administrative reform, then please notify this to all senders.

  Continue reading

  2. You wish to stop receiving addressed direct mail (catalogues, etc).
  For that, you have to contact the sender of the addressed direct mail and inform them of your wish.

• UNADDRESSED DIRECT MAIL ARRIVE IN A BUNDLE

  In August 2019, we launched a new direct mail sorting line that is the first of its kind used in the postal companies Baltic countries, but has been used in Finland and Sweden for years, for example. This line is made in Switzerland and is a flagship of direct mail assembly. Direct mail is assembled by this line by mailboxes, which gives mail carriers the opportunity to take these bundles with them straight away, not needing to manually assemble them first (especially in rural areas). This, in turn, means that direct mail reaches to your mailbox quicker.

  Continue reading

  One of the changes is just that – direct mail is bundled with two pieces of tape. This means that direct mail can be inserted from bundles by mailboxes and there is no need for the mail carrier to separately count them in front of the mailboxes. Elsewhere in the world, direct mail is wrapped both in plastic and within another piece of direct mail as well as assembled within a separate piece of paper. Bundles connected with tape are the most economical and easier for customers to notice. In addition, it is easy to remove tape without damaging any of the direct mail. The direct mail itself is loose.

• UNADDRESSED DIRECT MAIL IS DELIVERED ONLY TO MAILBOXES, NOT ON THE STANDS LOCATED IN APARTMENT BUILDINGS

  1. Why is unaddressed direct mail no longer posted on the stands located in apartment buildings?
  The changes were based on the Competition Authority’s opinion that an apartment association cannot decide on behalf of mailbox users what may or may not be delivered into an apartment owner’s mailbox. Every mailbox user expresses their wish themselves. It has been agreed with the Consumer Protection and Technical Regulatory Authority that if a mailbox owner does not wish to receive unaddressed direct mail, a respective sticker will be installed on their mailbox. Mail carriers of all of the delivery service providers operate on that basis, and this ensures no unwanted direct mail will arrive to mailboxes.

  Continue reading

  2. Since when is unaddressed direct mail no longer posted on the stands located in apartment buildings? Since November 2017, we started delivering direct mail only to recipient mailboxes gradually by districts of Tallinn. Since February 2018 in Tallinn we deliver direct mail only to mailboxes that do not have a sticker declining direct mail (the mailbox always receives public information (e.g. the district newspaper) and addressed mail).

  3. When did Omniva inform apartment associations that starting from November 2017, direct mail would not be delivered to the agreed-upon place, but into mailboxes? All apartment associations in Tallinn received a notice on paper in September 2017, which was to arrive into the mailboxes of all the apartment association representatives with whom an agreement had been made. The notification included an explanation of why we no longer deliver to stands and we asked to provide the respective information to all of the members of the apartment association.

  4. Will Omniva also remove any stand or some other item that was installed for direct mail (grate,stool,basket,shelf)? No. As the stand or some other item for direct mail was provided by the apartment association, they must also remove it.

• OTHER

  There is direct mail between your periodicals (e.g. magazine, daily newspaper), although you have declined direct mail.
  Omniva is not responsible for direct mail that is between periodicals. This direct mail is part of a publication. If you have a complaint regarding this direct mail, please contact the publisher directly.

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  * If you did not get an answer to your question, please contact Omniva’s customer service at [email protected]

• Which shipments require a customs declaration?

  As of 1 July 2021, all parcels arriving from outside of the European Union – purchases from online stores as well as gifts from other private individuals – must be declared, irrespective of the value.

• How is a shipment ordered by a minor declared?

  A parent can draw up a declaration on behalf of a minor. In the e-service environment of the Tax and Customs Board, a parent can select the user of their minor child upon logging in and declare the shipment in their name.

• Why have I not been notified via text message and email that my shipment requires declaring?

  If the sender has not included the mobile phone number of email address of the recipient in the electronic data of the shipment, we will send the notification on paper. Please also keep in mind that electronic data is not the same as the data in the address card on the shipment.

• I authorised Omniva to declare, but then changed my mind. Can I cancel the authorisation?

  An authorisation immediately initiates an automatic chain of operations for drawing up the declaration by Omniva. For this reason, it is not possible to cancel or revoke an authorisation made.

• Can I declare a shipment at a post office?

  It is not possible to declare a shipment or pay for it at a post office.

• Which goods am I prohibited from ordering?

  Information about prohibited goods can be found here.

• What happens to a shipment if it includes prohibited items, among other things? Will the entire shipment be sent back or only the prohibited goods?

  If a shipment includes prohibited items, the recipient may refuse to accept the shipment. In this case, the shipment is sent back or destroyed under the supervision of the customs officials.

  If part of the shipment is compliant with all the terms and conditions for declaration, the shipment can be divided into parts, with only the part permitted in the specific country declared. The customs duties are paid for the permitted shipment in this case. Additional customs procedures must be completed in the case of dividing a shipment. All related costs must be borne by the recipient of the shipment.

• What do I have to do if I paid value added tax upon completing the purchase (IOSS shipment)?

  If you have paid value added tax upon purchasing the goods from the online store, an IOSS number is added to the electronic data of the goods. On the basis of the IOSS number added, the tax authorities of the destination country will know that the taxes have been paid and the shipment will be released without any further tax claims (example: IM0000000001).

  If the sender has not added a proper IOSS number to the preliminary electronic data, Omniva will receive a notification on the need to declare the shipment. If you have paid value added tax upon completing the purchase, you should contact the sender of the goods (online store) to receive the IOSS number.

  Once you have the IOSS number, email it to [email protected] with the invoice of the goods or declare the goods yourself on the website of the Tax and Customs Board.

• In which case does a shipment with a EU label require declaration?

  A customs declaration must be submitted in two cases:
  1. The goods have been ordered from a EU country, but the country of origin of the goods is outside of the EU, such as China, the United States, Taiwan, Singapore, the United Kingdom, etc.
  Online stores often fail to provide this information to the buyer and the person ordering the goods may mistakenly assume that the goods will arrive from the EU and will not be taxable.

  Read more

  2. Another reason is the so-called transit of goods, in the case of which the manufacturers dispatch your shipment as goods which will pass through a postal undertaking of a EU country in the form of transit. In this case, the tracking numbers of the shipment include the mark of the respective EU country (the amount of the shipments transiting through Latvia, Sweden, the Netherlands, and Germany is especially high), misleadingly creating an impression as if the goods arrived from this country. In actual fact, the goods originate from outside of the EU, were not subjected to customs operations in the country of entry into the EU (the transit country), and the shipment must therefore be declared and taxed in the destination country – in this case, in Estonia.
  
  Such shipments are marked with a yellow sticker by the postal undertaking of the transit country, which shows to the postal undertaking of the destination country that the shipment does not have the status of intra-EU goods and must undergo customs operations.

• How to proceed with a gift received from outside of the EU?

  Pursuant to the laws of Estonia, import taxes must be paid on all shipments (incl. gifts) arriving from outside of the EU if the value of the shipment exceeds the tax exempt limit (in the case of gifts to private persons, 45 euros).
  
  A parcel sent from one private person to another is considered a gift.
  Gifts are taxed depending on the value of the gift:
  - Gift shipments which cost up to 45 euros are exempt from value added tax, unless the shipment includes excise goods
  - In the case of the gift shipments which cost more than 45 euros, value added tax is added

  Read more

  Please note! In addition to the value added tax, customs duties must also be taken into consideration in the case of a gift shipment with a value of more than 150 euros.
  - Gift shipments of private persons which cost less than 150 euros are exempt from customs duties.
  - For gift shipments of private persons which cost 150–700 euros, a uniform customs duty rate of 2.5% can be used.
  - For gift shipments of private persons of more than 700 euros, please check the customs duty rate according to the corresponding commodity code for each commodity in the Estonian Master Tariff System.
  Further information about receiving shipments can be found here

• I would like to send my product to a country outside of the EU for repair works. Do I have to pay the import taxes again when the product is returned?

  In the case of warranty repair works, you will not be required to pay the import tax. If you dispatch a product to have repair works done and the fee for the works exceeds the tax-exempt limit, you should draw up the temporary transport declaration with the obligation of later import before sending the product. In this case, you will not be charged value added tax or customs duties upon dispatching the product. You can draw up the temporary transport declaration in the self-service environment of the Tax and Customs Board or via some other international logistics partner. Omniva does not draw up temporary transport declarations for private customers.
  If you have not drawn up a temporary transport declaration, you will be required to prove when the shipment returns that it is the same shipment which you have dispatched for repair works. This can be done by using delivery documents and your correspondence with the seller or with the company which performed the warranty repair works.

  Read more

  In the case of regular repair works, it is not required to pay the import taxes twice for the same product. As you have received a service in the form of the repair works, you will be required to pay value added tax from the cost of the repair works.

• I have received a parcel as a gift from a business customer. How should I declare it?

  Only a parcel sent from one private person to another is considered a gift.
  A gift shipment sent by or to a business customer is not considered a gift for the purposes of the tax law and is subject to taxes from the value of 0 euros.

• What do I have to do if I have paid for the goods on the basis of one invoice, but the goods arrive in several different shipments (at different times)?

  If the goods included in one invoice arrive in different parts, please notify the customs authorities (the Tax and Customs Board or Omniva) upon the arrival of the first shipment that it is a partial shipment. Specify the number of the shipments to arrive at a later date and the tracking numbers of those shipments, if possible.
  Email address of the Omniva customs agency: [email protected]

• Can a copy of the payment order be used to prove the value of a shipment?

  It is usually not possible to prove with a payment order that the payment was made for the specific goods, thus, it is not a suitable supporting document. Appropriate supporting documents are the invoice and order confirmation which state the name, amount, and cost of the goods.

• My shipment was sent to customs control. How long will the customs control take?

  The Omniva customs agency does not perform customs control. The customs control is conducted by the Tax and Customs Board, which selects the postal shipments to undergo further control on the basis of its internal work organisation and risk analysis. If the inspection concludes that the shipment is compliant with all requirements, the shipment is released by the Tax and Customs Board. Then, we will deliver the shipment to the delivery point of your choice within five working days. If the Tax and Customs Board decides to hold your shipment as a result of the inspection, you will be notified of this.

• How long is a shipment held in the customs terminal?

  Pursuant to the law, Omniva holds shipments in the customs terminal for up to 30 days. After the 30-day period, the shipment is sent back to the sender.
  If the sender has stated that they refuse to take back the shipment, the shipment is destroyed.

• I was notified that the Tax and Customs Board have released my shipment. How do I proceed?

  If you have authorised Omniva to declare your shipment, you will not be required to do anything else. When the goods have been released, we are notified automatically by the Tax and Customs Board and we will deliver the shipment within five working days to the delivery point of your choice, informing you in advance by text message and/or email, which also specifies the amount of the taxes and service charges payable.

  Read more

  If you have chosen Omniva as the service provider upon declaring the goods on the website of the Tax and Customs Board, the Tax and Customs Board will notify us automatically of the goods being released. If you are unsure whether or not you have selected Omniva as the service provider, just email the customs declaration in the .pdf format to [email protected]. We will deliver the shipment to you within five working days.

• In which case is a postal undertaking entitled to open a shipment?

  Shipments may only be opened on the basis of subsection 32 (1) of the Postal Act, pursuant to which a postal service provider has the right to open a closed postal item in order to:
  
  1. protect the content of a damaged postal item or document its condition;
  2. identify the sender of the postal item if the postal item is undeliverable;
  3. enable the customs control of the postal item.*

  Read more

  * This is based on an order of a customs inspector of the Tax and Customs Board, thereat, the shipment is opened by an employee of Omniva and the inspection is conducted by the customs inspector.
  
  The shipment which has been opened is marked and a report is drawn up on the opening. A shipment which has been opened (irrespective of the reason) is sealed with a special tape with the text ‘Avatud tolliformaalsusteks’ (‘Opened for customs formalities’).

• Which shipments must be equipped with a customs declaration upon sending?

  In the case of sending a parcel or a maxi letter outside of the European Union or an autonomous region of the European Union, the shipment must be accompanied by a customs declaration.
  Shipments must also be registered in the customs in the case of temporary transport – for example, in the case of sending the goods to an exhibition or to warranty repair works.
  Read more about sending shipments here and about receiving shipments here

• WHAT TIME ARE PUBLICATIONS DELIVERED TO MAILBOXES?

  We deliver periodical publications to customers’ mailboxes six times a week (from Monday to Saturday), once a day. Subscribers receive periodicals within the day, depending on delivery rounds. Mailboxes that are located at the beginning of the delivery round will receive periodicals in the morning and the ones at the end of delivery round will receive them later.

• WHAT SHOULD I DO IF A NEWSPAPER OR MAGAZINE HAS NOT BEEN DELIVERED TO MY MAILBOX?

  If a periodical has not been delivered to your mailbox within the day, then it is wise to check the news on Omniva’s website page Tõrked. There, we gather information about larger complications that affect the delivery of periodicals (e.g. difficult weather conditions, printing problems, etc). In addition, you can also check the website of the publication. If you cannot find the information from Omniva’s or the publisher’s website, then please contact our customer service (661 6616, [email protected]) so we could eliminate possible delivery complications.

  Continue reading

  
   

  For daily and weekly publications, the recipient or subscriber has the right to submit a complaint about the delivery service within two weeks (14 days) from the delivery day. For magazines, the complaint has to be submitted within 4 weeks. Complaints submitted after these deadlines will not be solved.

• WHAT CAN I DO TO ENSURE THAT PERIODICALS ARRIVE ON TIME AND INTACT?

  For shipments to arrive on time, intact, and in good condition, please make sure that your mailbox is installed and labelled properly.

• HOW CAN I CHANGE MY SUBSCRIPTION?

  • Subscriptions placed in post offices can be redirected, suspended, and cancelled. For that, you have to fill the application in a post office and pay the service fee according to price list.
  
  Redirecting – redirecting the subscription to another address or recipient during the subscription period. Redirecting is not allowed for publications, the subscription address of which is not in the Republic of Estonia.
  Suspension – suspending the subscription for up to three months. The ending date of the subscription is postponed by the period of suspension.
  Cancellation – cancelling the subscription. The subscriber has the right to cancel periodicals within 14 days from the date of the subscription. Money will be refunded for the missed subscription period (will be calculated from the original subscription payment).

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  • For subscriptions placed through the publisher, only redirects of subscriptions in our delivery base can be made in a post office. To suspend and cancel subscriptions, please contact the publisher.
  • In addition to what is mentioned above, it is possible to contact the publisher to make changes in the subscription.
  • Please note! You cannot make changes in the subscriptions of the periodicals of Õhtuleht Kirjastus, Ekspress Meedia and Postimees Grupp (incl. package orders related to given publications) through Eesti Post AS.
  Information about the publisher of the ordered publication can be found in the publication.
  You can find out more about redirecting shipments here

• HOW TO SUBSCRIBE TO A NEWSPAPER OR MAGAZINE?

  Eesti Post allows customers to order periodicals in post offices and via mail courier. Please contact our customer service for more information.
  The locations and opening hours of your nearest post offices can be found here.

• FOR WHICH PERIOD CAN I ORDER PUBLICATIONS?

  Different publications can be subscribed to for different periods. The minimum period may be 1 month for one periodical and 6 months for another. The price of subscription depends also on the periodical and period. The periods and prices of the publications are set by the publisher.

  You can get acquainted with the publications to be ordered and the prices in the ordering catalog at the post offices.

• GOOD TO KNOW! PERIODICALS ARE DELIVERED BY TWO DELIVERY COMPANIES

  There are two delivery companies who deliver newspapers and magazines to subscribers’ mailboxes – Eesti Post and Express Post.

  Eesti Post operates in all of Estonia and Express Post delivers periodicals in certain distribution areas in Estonia, e.g. Tallinn, Tartu, Pärnu, Viljandi. In these areas, Express Post delivers larger daily newspapers, such as Eesti Päevaleht, Postimees, Õhtuleht, and Äripäev, and weekly newspapers such as Eesti Ekspress, Maaleht, Naisteleht, Teleleht, and Kroonika. Therefore, if you live in Tallinn, then Postimees and Õhtuleht are delivered to your mailbox by a mail carrier of Express Post.

NB! For additional information, we recommend to read the standard terms and conditions of the periodical service.