What should I do if my parcel is lost or delayed?
Tracking, claims, deadlines and online orders.
Short answer
If a parcel is delayed, check the tracking, since new events can take 1–4 days to appear, and then contact the sender, who normally files any claim with Posten. If you bought the item online, the shop carries the risk until you receive it. Report damage within 7 days.
Why
- Posten says most shipments take 1–5 working days, but delivery times are indicative and come with no time guarantee.
- For missing or damaged letters, parcels or goods, Posten says it is normally the sender who should make the claim.
- Under Forbrukertilsynet's standard terms for online sales, the risk for the goods passes to the buyer only when they have been delivered.
Details
First check that the parcel is really sent with Posten and not another carrier. Damage must be reported as soon as you receive the parcel and no later than 7 days, and a claim for compensation for a lost shipment lapses after one year. Posten aims to decide written complaints within 14 working days and no later than 30 days. If the seller does not deliver or delivers late, you can, depending on the circumstances, withhold payment under the Consumer Purchases Act.
Tip
For an online order, contact the shop rather than Posten: the shop is the sender, normally files the claim and carries the risk until you have the item.
What may differ
Parcels from abroad can be held because customs documents are missing; you then have 14 days to respond before the parcel goes back to the sender. If no delivery date was agreed, an online seller must deliver no later than 30 days after the order.
People also ask
- What do I do if Posten has lost my parcel?
- How do I complain about a delayed parcel in Norway?
Sources
- Posten: Tracking help and customer serviceChecked at:
- Posten: Complaints and claimsChecked at:
- Norwegian Consumer Authority: Standard terms for consumer purchases onlineChecked at:
- Posten: Collection deadlinesChecked at:
This answer is for reference only. Rules can change, so check Posten and Forbrukerrådet if your case is unclear.
Household and servicesRelated questions
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Where are Posten's own post offices in Oslo?
Posten runs three post offices of its own in Oslo: Vika in Klingenberggata 7, Majorstuen in Kirkeveien 61 and Nydalen in Kristoffer Aamots gate 5.
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How do I forward my mail when I move in Norway?
When you move in Norway, order a permanent address change from Posten, which forwards letters to your new address free of charge for 12 months.
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Does Posten deliver mail and parcels every day?
Posten delivers letters every other weekday, three days one week and two the next, while parcels to the mailbox come every weekday.
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How long do I have to collect a parcel in Norway?
Most parcels at a Posten pickup point must be collected within 7 days, which you can extend free of charge to 14 days in the Posten app.