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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.
What to do if the parcel machine did not print out the address card?
In case if the address card (sticker) does not prints out at the parcel machine, it means that the paper has run out and the courier will replace it soon. However, you can also safely put parcels, without address card, inside the locker, because the system automatically saves the data you have entered and the courier will stick the address card when servicing the parcel machine.
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 parcels be shipped to other European countries?
You can send parcels for 27 countries in Europe, by creating order in the website. These are Austria, Belgium, Spain, the Netherlands, Ireland, Italy, Greece, Luxembourg, Malta, Poland, Portugal, France, Sweden, Germany, Slovakia, Slovenia, Finland, the United Kingdom, Denmark, Czech Republic, Estonia, Lithuania and Hungary.
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.
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.
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". The application must be submitted no later than 6 months from the moment of sending the shipment.
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.
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 our website. We will contact the e-shop to talk about working with them to provide this option.
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.
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.
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.
Yes. You can send the parcel from any parcel machine to any parcel machine, including the one you are sending it from.
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.
How to know if a product purchased in the online store will have to be cleared through customs?
All products sent to you from non-European Union (EU) member states will have to be cleared through customs. Therefore, if you shop in foreign online stores, always pay attention to where your shipment will be sent from. There may also be situations where an online store operating in an EU Member State has warehouses outside the EU, in which case the shipment will also have to be cleared through customs.
Why do I have to clear a shipment if it was ordered and purchased before July 1, 2021?
It should be noted that the customs clearance and payment of value added tax (VAT) will be required for shipments ordered before July 1, 2021, but delivered after that date. Namely, the date of entry of the shipment into the European Union is taken into account, not the moment of dispatch. This means that in order to receive the shipment after July 1, 2021, you will have to pay VAT and fill in the Import Customs Declaration for postal items.
How will I know that my shipment has arrived in Latvia?
Upon receipt of your shipment in Latvia, we will inform you by sending an SMS to your phone, which you indicated at the time of registration or purchase in the online store, and e-mail, if you indicated it at the time of registration or purchase in the online store.
Do I have to go to the State Revenue Service? How can I fill in the Import customs declaration for postal items?
You do not have to go to the State Revenue Service (SRS), but customs clearance can be done remotely from your profile in the SRS Electronic Declaration System (EDS). More information on how to do this is available HERE.
In order to receive the shipment, you must formalize and submit an Import customs declaration for postal items to the SRS EDS. When connecting to EDS, the system will open a home page with the menu "Import customs declarations for postal items". You have to press the "Open" button and fill in the "Import customs declaration for postal items".
What is the Electronic Declaration System (EDS)? Do I have access to EDS?
The Electronic Declaration System (EDS) is a system of the State Revenue Service.
It is possible to connect to EDS here: https://eds.vid.gov.lv/login/:
What information do I need to submit the Import customs declaration for postal items?
Shipment data for filling in the customs declaration will be available in the SMS and e-mail sent to you, which you have indicated at the time of purchase:
Instructions for filling in the customs declaration can be found HERE
How accurately do I need to provide information about the goods and their value when completing the declaration?
In the field "Description of the product" the product in the shipment must be selected from the offered product classifications. If the shipment contains several types of products, each type of product must be indicated separately by clicking the "Add next product" button. In the section "Additional information" of the declaration it is possible to attach documents that provide identifying information about the product and its value, such as invoice, payment document, order, etc.
Can I receive my shipment and pay taxes without making a customs declaration?
If you have received an Omniva invitation via SMS and e-mail (if you indicated it at the time of registration or purchase in the online store) about a shipment to be cleared through customs, to pay taxes and receive your shipment, you must complete and submit an electronic customs declaration as required by European Union law .
Where and how can I pay the value added tax?
Value Added Tax (VAT) will be calculated automatically, based on the information submitted by you about the shipment in the Electronic Declaration System. To pay the VAT, in the "My Declarations" section, under the "Make a Payment" section, you must open a declaration that has the status "Pending Payment." Pressing the "Pay" button, an e-service opens, where you can make a payment via Internet bank.
For which products can the simplified Import customs declaration be formalized for postal items?
The simplified Import customs declaration for postal items may be formalized only for the listed goods, which are not subject to prohibitions or restrictions. If the goods in your shipment are not found in the classification of products, it means that a standard import customs declaration must be formalized.
Can I entrust the declaration of my shipment to Omniva?
No, it is not possible. Upon receipt of your shipment in the Omniva warehouse, we will inform you by SMS and e-mail (if you specified it at the time of registration or purchase in the online store) with instructions on what to do next. You will have to independently declare your shipment in the Electronic Declaration System of the State Revenue Service ( https://eds.vid.gov.lv/login/ )
How long will my undeclared shipment be stored?
- if the shipment is not cleared through customs and taxes are not paid within 10 days, starting from the 11th day, a storage fee of 0.50 EUR, including VAT will be calculated for the storage of the shipment for each additional day until the shipment is declared and delivered to the Omniva parcel terminal closest to you. A storage fee for such shipments will be charged as an additional charge upon receipt of the shipment;
Once you have filled in and submitted the customs declaration for your shipment, as well as paid the value added tax, we will automatically receive information from the State Revenue Service and deliver your shipment to the Omniva parcel terminal of your choice or closest to you within 1-2 days. The parcel will be stored at the parcel terminal for 7 days. We will send you a reminder text message before the end of the storage period. If you do not remove the shipment by the end of the storage period, we will return it to our warehouse. If you want to receive your shipment again at the Omniva parcel terminal, it will be a paid service and will cost EUR 2.88.
Will I have to pay extra for delivery to the Omniva parcel terminal?
The delivery fee is calculated at the time of purchase of the product, when shopping in one of the foreign online stores. This fee also includes delivery to the Omniva parcel terminal of your choice or closest to you in Latvia. Once you have filled in and submitted the customs declaration of your shipment, as well as paid the value added tax in the Electronic Declaration System of the State Revenue Service, we will automatically receive a notification and deliver your shipment to the Omniva parcel terminal of your choice or closest to you.
Can I extend the storage period of my shipment?
You can extend the storage period of your shipment. It can be extended within 30 days from the day you received the first Omniva SMS and e-mail (if you specified it at the time of registration or purchase in the online store) about the delivery of your shipment in Latvia. You must submit an application for shipment storage extension (application form can be found HERE ) with a request to extend the storage period of your non-cleared shipment by prepaying the entire intended storage period of your non-cleared shipment according to the Omniva price list (0.50 EUR, including VAT from the 11th day for each additional day).
How much will I have to pay for extending the storage period of my non-cleared shipment?
A prepaid invoice for the extension of the storage period of the non-cleared shipment will be sent to your e-mail address. If the shipment is cleared through customs before the end of the storage period, the remaining amount of the prepayment will not be refunded by Omniva.
Can I cancel my shipment without clearing it, or will I have to pay for it?
You can cancel your shipment. If you do not clear your shipment within 30 days or do not submit a prepayment application for an extension of the shipment storage period, we will return the shipment to the sender after 30 calendar days. The cost of purchasing and delivering the shipment from Omniva will not be reimbursed.
Where to go if I did not find the information I need about the Import customs declaration for postal items?
If you cannot find the answer on the Omniva website or on the SRS website “ Mailings ”, please write to the SRS Customs Board at e-mail [email protected] or call the SRS consulting phone: +371 67120000 (choosing the topic of conversation “Customs ”).
Explosives and blasting agents
Any chemical compound, mixture or device capable of producing an explosive or pyrotechnic effect with substantial instantaneous release of heat and gas. All explosives are prohibited.
nitro-glycerine, blasting caps, fireworks, igniters, fuses, flares, ammunition etc.
Gases (compressed, deliquescent or dissolved)
Non-volatile gases, which may not be vaporised at room temperature; dissolved gases which are compressed; gas which have been dissolved in a solvent. Prohibited gases are
Liquids, mixtures of liquids or liquids containing solids in solution or suspension which form flammable vapours. All liquids with a flashing point of less than 55 ºC in a closed container are prohibited.
acetone, benzene, cleaning compounds, petrol, lighter fuel, paint thinners and removers, petroleum, solvents etc
Solid materials which are liable to cause fire by friction, absorption of water, spontaneous chemical changes or retained heat from manufacturing or processing, or which can be easily ignited and burn vigorously.
matches, calcium carbide, cellulose, nitrate products, metallic magnesium, nitro-cellulose based film, phosphorous, potassium, sodium, sodium hydride, zinc powder, zirconium hydride etc.
Oxidising materials and organic peroxides
These substances are pyrophoric, but not always, and they may cause or contribute to combustion of other substances. They may also be liable to explosive decomposition, react dangerously with other substances and be hazardous to your health.
bromides, chlorates, components of fibreglass repair kits, nitrates, per-chlorates, permanganates, peroxides etc.
Toxic and contagioussubstances, other clinical and medical waste
Toxic substances are those which are liable either to cause death or serious injury or to harm human health, if swallowed, inhaled or by skin contact. Infectious substances are those which are known or can reasonably be expected to contain microorganisms or toxins to cause diseases.
arsine, beryllium, cyanide, fluoride, hydrogen, selenite, salts of mercury, iprite, nitrogen dioxide, pathogenic material, rat poison, serum, vaccines etc.
All materials of which the specific activity exceeds 74 kilo- Becquerel per kilogram (0,002 Mikrocurie per gram). All radioactive materials are prohibited.
fissile material (uranium 235, etc); radioactive waste material, uranium or thorium ores etc.
Substances which can cause severe damage to living tissue, other freight or transport vehicles, by its chemical action.
aluminium chloride, caustic soda, corrosive cleaning fluid, rust remover/ protection, corrosive paint remover, electrical batteries, hydrochloric acid, nitric acid, sulphuric acid etc.
Miscallaneous hazardous goods
Substances and article which during transport present a danger or hazard not covered by other classes.
asbestos, dry ice, magnetised material with a magnetic field strength of 0.159 A/m or more at a distance of 2.1 metres from the package etc.
Omniva, SIA can transport parcels containing units with lithium batteries or battery elements if they are installed in devices.
Chargeable batteries (including lithium ion batteries -Li-ion) used in various products including:
- Mobile phones
- MP3 players
- Mobile DVD players
- GPS devices
- Photo cameras
- Work tools with a battery etc.
Disposable batteries (including lithium metal batteries, which are used in small mobile devices including:
- Remote controls (remote controls/car keys)
- Spare batteries for electronic devices etc.
A maximum of two lithium cells or two lithium batteries are allowed per package. Lithium cells may not exceed 20 Wh and lithium batteries up to 100 Wh. The maximum net weight (cells and batteries) per package must not exceed 5 kg.
The delivery restriction for batteries and accumulators only applies to lithium batteries and accumulators. A lithium battery can be identified by the marking on the battery. Lithium batteries and rechargeable batteries bear the abbreviation CR, Li or the name of the battery type in words on the packaging.
NB! Lithium batteries and batteries are hazardous, because in certain circumstances they can overheat and catch fire.
What are a shipment's weight/size restrictions to the European Union?
• The actual and total weight of the shipment must not exceed 30 kg
• The longest side of the shipment must not exceed 150 cm
• The sum of the longest sides and the perimeter of the shipment must not exceed 300 cm
The shipment is returned to sender if any specified parameters are exceeded.
How do I calculate volume weight?
L x W x H / 5000 = Volume weight
L = length (cm)
W = width (cm)
H = height (cm)
How is the recipient notified of the delivery?
The delivery of the parcel depends on the regulations in the recipient's country - the courier calls and agrees on a suitable delivery time or simply brings the parcel to the recipient.
Prohibited items and substances
What may not be sent to the European Union?
The sender is responsible for the shipment's contents and complying with applicable national laws and regulations in force for each country. Article 24 of the Postal Law contains prohibitions regarding the content of postal items. The prohibited items and substances list for sending in the Postal Law is available HERE.
In addition, the specific requirements of each country, arising from its domestic laws and regulations, must be observed. Prohibited items that may not be sent to Europe.
How long does it take to deliver shipments to the European Union?
Delivery to European Union countries is mainly made from three working days after the parcel delivery to Omniva. However, deliveries to Malta and Cyprus are made within two to three working days.
What happens if the recipient refuses to receive the parcel or if the package is not delivered for other reasons?
If the parcel is not delivered to the recipient, it is returned to the sender, according to the price list.
What are the liability and compensation amount for shipments to the European Union?
According to the Omniva, SIA standard conditions for parcel services, the maximum compensation rates in case of loss or damage to the parcel:
• parcel services: maximum 50 euros;
• courier services: maximum 320 euros; maximum 512 euros for bulk shipments;
• the sender or recipient is also entitled to delivery cost refund.