Sending the parcel
What is the maximum weight for items sent by parcel machine?
The maximum weight for parcels sent by parcel machine is 30 kg.
Does sending a light but large parcel cost more than sending a small but heavy one?
The price is calculated on the basis of the parcel machine locker you choose, so the cost of sending a small parcel weighing 30 kg will be lower than the cost of sending a large parcel weighing 5 kg.
Can I place several parcels in one parcel machine locker?
Private Customer can place one item in a horizontal or vertical position in one compartment and a Business Customer can place several items in one compartment at the same time by scanning each address card separately.
Can parcels be sent abroad by parcel machine?
You can use parcel machines to send and receive parcels anywhere in the Baltic States - Latvia, Lithuania and Estonia.
Can I choose which parcel machine locker I place my parcel in?
You can choose the size of your parcel machine locker, but you cannot choose a specific locker. A locker of the size you have chosen will open automatically.
What should I do if my parcel has been sent but has not yet been delivered?
Delivery times vary among cities and states. Please check your local delivery times on our website, here.
Sending parcel from e-service
1. USER REGISTRATION
How can I start using the online self-service environment for private customers?
Click on ‘Enter’ on the right-hand side of the first page. In a new window, select ‘Register’, fill in the required fields and click ‘Save’. You will then automatically be registered in the system and you can start using the service environment. Your username and password will be sent to the e-mail address you provided when registering.
If I am a business customer, can I use the online self-service environment for private customers?
No - the online self-service environment for private customers is for private individuals or legal entities without a contract. The special Omniva logistics information system and business customer online self-service environment is for customers with a contract. To create a user account, please contact your liaison person.
2. USING THE SYSTEM
I am using the correct username and password, but I cannot access the system.
You have probably forgotten your password or you are entering it incorrectly. Click on ‘Forgotten password?’ under the password box, and we will send a new password to the e-mail address you provided when you registered.
How can I change my password?
To change your password, log in to the system and click on ‘My account’. Enter the new password you want to use twice and click on ‘Save’.
3. SIZE AND WEIGHT LIMITS
What is the maximum weight and size for sending a parcel?
For parcels sent by parcel machine
S 8 cm x 38 cm x 64 cm (minimum dimensions: 2 cm x 9 cm x 14 cm)
M 19 cm x 38 cm x 64 cm
L 41 cm x 38 cm x 64 cm
For parcels sent by courier
S 8 cm x 38 cm x 64 cm (minimum dimensions: 2 cm x 9 cm x 14 cm)
M 19 cm x 38 cm x 64 cm
L 41 cm x 38 cm x 64 cm
XL perimeter of the base and height – up to 3 m; longest side – 1.5 m.
The maximum weight for any parcel is 30 kg.
4. PRINTING AN ADDRESS LABEL AND LABELLING A PARCEL
How do I print an address label?
Printable address labels are generated automatically when you register and pay for the parcel. Information about the order (including an address label) is sent to the e-mail address you provided in the sender information; you can print the address label from the e-mail.
If your printer does not have an address label option or a printer is not available, you can choose to receive the dispatch code in a message and print the address label when you take the parcel to the parcel machine.
Does every parcel need a separate address label?
Address labels corresponding to the number of paid parcels will be sent in PDF format to the e-mail address provided in the sender information. There is one address label per parcel, and each address label can be used only once.
I do not have the right software to open PDF files.
The e-mail sent by the Order Centre will include a link to the webpage where you can download the software you need.
Can I use the same address label more than once?
No. Each numbered address label can be sent only once with the parcel it applies to. If you use an address label on more than one parcel, the parcels could be lost and we will not be responsible for any delay, loss or damage to the parcels. In cases like this we are entitled to refuse to provide the service and ask you to pay compensation for all expenses related to processing your parcel.
I have ordered more address labels than the number of parcels I want to send. Can I get a refund?
Unfortunately not, because when you make the payment you confirm that the information you have provided is correct and that the number of address labels needed is correct. Make sure the number of address labels you order matches the number of parcels you want to send before you submit your order.
How do I pay?
If you register your parcel in the online self-service environment for private customers, you can pay by bank link.
Can I pay in cash?
Unfortunately not. You can pay by bank link only.
Where should I stick the address label?
You must stick the address label on the top side of the parcel. So we can process the parcel as quickly and accurately as possible, the address label must not be damaged or span more than one side of the parcel.
What are the packaging requirements?
Items must be packaged according to the Omniva packing instructions. You can find the instructions here.
How do I make sure my parcel is secure?
Make sure the packaging is sealed properly to avoid items falling out while it is being transported. If the item you are sending is fragile such as glass, ceramics, electronic devices, or are objects that can be easily broken and must be handled with great care, you must purchase the additional "Fragile" service at the time of checkout to ensure extra care during handling and transport.
7. PLACING YOUR PARCEL IN THE PARCEL MACHINE
How do I put my parcel in the parcel machine?
Take your parcel to the nearest parcel machine. From the options displayed on the screen, choose "Send shipment". "Send shipment - with pre-prepared address card" and follow the instructions.
How do I track my parcel?
You can track your parcel by entering the parcel number here
What should I do if my parcel is lost or damaged?
If you are a Private Customer, you must submit a claim here by filling out the online form "Statement of the quality of delivery"
What is the deadline for reporting a lost parcel?
You must report the parcel as lost no later than 6 months from the day you sent it.
How much compensation will I receive if my parcel is lost or damaged?
Omniva will pay up to 50,00 euro for lost or damaged items, however, we will not pay more than the actual value of the lost or damaged item. We will also refund the cost of sending the parcel.
Receiving the parcel
Do I have to bring identification with me to collect a parcel from a parcel machine?
No. To collect a parcel, you just need to enter the six-digit door code sent to you by text message or e-mail.
Can I use parcel machines to receive goods I have bought online?
If an e-shop has a contract with Omniva, you can receive purchases from that shop in Omniva parcel machines. If the e-shop does not offer this option, you can recommend it to us through Omniva website. We will contact the e-shop to talk about working with them to provide this option.
Can I pay for a parcel when I receive it?
Yes, you can pay by payment card when you collect it from the parcel machine.
Can I pay for the parcel in cash?
No. The parcel can be paid for by payment card only.
Notification of parcel
When will I receive a message to tell me a parcel I am expecting has arrived? Will the sender receive a message too?
As soon as the parcel is placed into the receiver’s parcel machine we will send a text message or email (or both) to the receiver to tell them it has arrived. A message to the sender is an additional service available to business customers when they register a parcel using the online self-service environment
Can I send a parcel by parcel machine if the receiver doesn’t have a mobile phone (or I cannot remember the number)?
Because the message telling the receiver their parcel has arrived is sent to their mobile phone, it is not possible to use the parcel machine service if the receiver doesn’t have a mobile phone or if you have forgotten their number.
Can I return a parcel?
You can return a parcel using a parcel machine if the message you received contains a returns code and a door code. By using the returns code you can send the parcel back to the sender for free.
How to return a parcel if you have received a six-digit return code from Omniva?
To return a parcel, take it to the parcel machine and select the ‘Return a parcel’ option on the screen. Then enter the returns code and follow the on-screen instructions.
How to return shipment if you have received a shipment return code (eg CEXXXXXXXXEE) from Omniva or an Omniva partner (eg ASOS, TET)?
With the securely packaged shipment you want to return, go to the parcel terminal and select "Send Shipment" on the screen and enter the previously received shipment number to return the shipment, and follow the instructions on the parcel screen.
Can I send a parcel to the same parcel machine I send it from?
Can I send a parcel to the same parcel machine I send it from? Yes. You can send the parcel from any parcel machine to any parcel machine, including the one you are sending it from. You can send parcel to the same parcel machine with or without a previously prepared address card. You can also complete the shipment directly at the parcel machine. See the instruction manual (in latvian) HERE
What happens if the parcel is not collected within 7 days?
The parcel will be returned to the sender.
If the parcel machine is broken into, can my parcel be stolen?
Parcel machines are made of thick metal, so they are very difficult to break into. Every parcel machine has three surveillance cameras, and an alarm will be activated if the machine is shaken or attempts are made to break the door.
When will parcel machines be installed in less populated areas?
The network of parcel machines will be added to when possible and when there is enough demand.
Can I send food using a parcel machine?
We do not recommend sending food that might be damaged easily by parcel machine. All items to be sent must be packed in line with the requirements set out in the standard conditions.
How will warm or cold weather affect my parcel?
Almost all delivery chains include a phase when parcels are exposed to external temperature, humidity, etc. For example, this happens when goods are carried in trucks without special equipment to an aeroplane or ship. Car parks, airport storage areas and containers without specialist equipment are used to store goods in between transportation stages. Therefore, we believe that although weather conditions will affect the temperature of the parcel machine locker this will not have a negative effect on your parcel. The experience of our partner in Poland, InPost, has proved that despite the harsh winter conditions of the past two years (-25 degrees Centigrade) and the hot summers (32 degrees Centigrade), there were no problems with customers’ parcels. Your convenience is important to us, and we decided to install parcel machines outside to make them available to use at any time.