FAQs

You can register conveniently at the click of a mouse.

A few days after you register, you will receive a welcome set containing:

• Your personal customer card - the Goldcard with your PostNumber
• Your personal PostPIN
  
• The instructions for use, so you know how the PACKSTATION service works
• Vouchers for our partners

Your welcome pack will be handed over to you once you have shown your ID. Should the delivery person attempt to deliver your welcome pack when you're not at home, it will be handed over to a post office branch in your area.

This secure method of shipment ensures that your user information does not fall into the "wrong hands". Since the PACKSTATION is a largely anonymous system, we are obliged to ensure that every PACKSTATION customer has given us valid data.

Yes. Registration for and use of the DHL PACKSTATION is naturally free of charge.

You are only required to pay when you purchase parcels and Paketmarken, otherwise no other costs are incurred. Paketmarken are EUR 1 cheaper when you buy them at a packstation rather than at a post office branch!

To register for the PACKSTATION, you must be aged 18 or over and be resident in Germany.

Legal regulations apply. You must be aged 18 to use the PACKSTATION service.

As a registered customer you are obliged to keep your password and PostPIN secret. For security reasons, only you can pick up your shipments at the machine. The Goldcard is therefore not transferrable (similar to an EC card or cash card).

The PostNumber is your customer number for the PACKSTATION service and is located on your Goldcard. You will need your PostNumber to send parcels or packages at the PACKSTATION.

Once you have registered, you will receive an E-mail asking you to confirm your registration. This will complete the registration process. If you have not received an E-mail within five minutes, check your spam folder. Only then will your documents for using PACKSTATION be sent!

If you have confirmed the registration E-mail and are still waiting for your welcome pack two weeks later, please contact us via our contact form.

No! That's because you can specify your preferred PACKSTATION every time you send or receive a new shipment, so that you don't have to order a new GoldcardYour Goldcard is your customer card. or cancel your existing one if you move house.

If you wish to cancel your membership of the free PACKSTATION service, you can simply send an E-mail, fax or letter to our customer service team.

Our fax number: +49 (0)1805 / 5046
Address: Deutsche Post AG, Zentrale, Projekt PACKSTATION, 53250 Bonn

Ifyou wish to un-register because you have moved house, you do not needto notify us. That's because you are not linked to any particular PACKSTATION and you can use the service all over Germany.

Simply use our Packstation finder to find the nearest PACKSTATION to your new home.

You can update your customer data at any time via the Internet at Customer Login. To change your data, you will need your PostNumber (PACKSTATION customer number) and your Internet password.

Important: If you change your name, we will need official proof of this to update your data (for instance an E-mail with a photo or a scan of your marriage certificate attached).

If you have forgotten your Internet password, you can easily request a new one at Customer login/ Change data.

If you have lost your Goldcard or PostPIN, please contact us via our contact form.

Once you have registered, you will receive an E-mail asking you to confirm your registration. This will complete the registration process. If you have not received an E-mail within five minutes, check your spam folder. Only then will your documents for using PACKSTATION be sent!

If you have confirmed the registration E-mail and are still waiting for your welcome pack two weeks later, please contact us via our contact form.

If you wish to cancel your membership of the free PACKSTATION service, you can simply send an E-mail, fax or letter to our customer service team.

Our fax number: +49 (0)1805/ 5046
Address: Deutsche Post AG, Zentrale, Projekt PACKSTATION, 53250 Bonn

Ifyou wish to un-register because you have moved house, you do not needto notify us. That's because you are not linked to any particular PACKSTATION and you can use the service all over Germany.

Simply use our Packstation finder to find the nearest PACKSTATION to your new home.

To log in to the "Customer login/ Change data" section, you will need your Internet password and your PostNumber (the number on your Goldcard).

If you are unable to log in, this may be due to:

• Not entering your PostNumberYour PostNumber is located on your Goldcard. or entering it incorrectly.
  
• Not entering your Internet passwordYou will find your Internet password in your documentation. or entering it incorrectly.
• Not entering the CaptchaCaptcha is a mechanism aimed at ensuring certain things can only be done by humans, but not by computer programs. or entering it incorrectly.
• Locked account due to incorrectly entering your Internet password three times. In such cases, you should order a new Internet password.

Please note that, for the protected customer area on our website, a security mechanism has been set up: If you enter your password incorrectly three times in succession, your access will be blocked for 24 hours. In such cases, you should order a new Internet password.

Our free newsletter allows you to find out the latest information about PACKSTATION every month. This also includes special offers from our partners and competitions in which you can win parcel postage.

You can subscribe to the newsletter here.

Our rewards programme gives you the opportunity to collect points by dropping off and picking up parcels and franking them at the PACKSTATION. You can then order fantastic rewards for the points you've collected. For more information and registration please visit www.paket.de.

Our free newsletter allows you to find out the latest information about PACKSTATION every month. It also includes special offers from our partners and competitions in which you can win parcel postage.

You can subscribe to the newsletter here.

On our Latest News & Special Offers page and in our Newsletter is where you'll find our latest offers.

We're always happy to help you with any queries or requests you have about PACKSTATION.

Contact us via our contact form.

When placing your order, specify the PACKSTATION as the delivery address. Once your shipment arrives, you will be notified by E-mail/ SMS.

So that your friends and acquaintances know where they should send parcels, you can also print out your very own business cards.

First decide on the PACKSTATION you want your shipment to be sent to. You can determine the nearest location to you easily by using the Packstation finder.

When addressing your shipments, give your name, PostNumber and "PACKSTATION" instead of the street address and the number of the relevant PACKSTATION. Also specify the post code and town marked on the PACKSTATION.

Many Internet-based mail-order companies already provide input fields for the PostNumber and number of the PACKSTATION in their forms for deliveries to a PACKSTATION. If the company you are ordering from does not, simply enter your address as a separate delivery address.

If the sender (e.g. a mail-order company or online store) will not accept a PACKSTATION as a recipient address, please contact the sender and discuss this with them. You can find help here for such instances.

We would also ask you to tell us the name of the sender, so that we can also get in touch with the company to help expedite compliance with our customers' requests.

Please note, however, that a delivery to a Packstation is essentially only possible if the sender is shipping the delivery via Deutsche Post.

Immediately after your shipment has been delivered to the PACKSTATION, we will send you an E-mail and/ or SMS telling you where it was delivered to.

It's possible that your E-mail provider has set up your spam filter so that our message was classed as junk mail. We recommend that you contact your E-mail provider about this. If you are using your company's or organisation's E-mail account, please contact your system administrator.

Our parcel machines will hold your shipment for nine calendar days for you. Immediately after your shipment is delivered to the PACKSTATION, you will be notified by E-mail and/ or SMS. After 48 hours, you will be sent a reminder message and two days before the storage period ends you will receive a further message.

If a cash on delivery shipment is delivered and you are collecting it, you will first be asked to confirm the cash on delivery. You can then pay with an EC card or GeldKarte and collect your shipment and receipt. Please bear in mind the limit for your EC card. Irrespective of this, the maximum permissible cash on delivery amount for PACKSTATION shipments is EUR 1.500.

Please note that payment by credit card or cash is not possible at machines.

It is not possible to have the shipment transferred to a branch. If a cash on delivery shipment is not collected within nine days, it is returned to the sender.

Unfortunately the storage period for your shipments cannot be extended. Redirections of your shipments (e.g. from a machine to a branch) are unfortunately not possible either.

If you have not picked up your shipment within nine calendar days, it will be returned to its sender.

Shipments are returned to their senders if

• the storage period has expired,
• the customer has refused to accept the shipment,
• you have ordered something with third-party companies and
• if there is no PostNumber on the shipment.

If it should happen that a PACKSTATION is fully occupied, shipments will be redirected to a nearby post office branch. You will of course be informed by E-mail and/ or SMS where you can collect your shipment.

This can be due to one of three reasons:

Firstly, shipments are redirected to post office branches if they are unsuitable for PACKSTATION, for instance if they are too big or too bulky.

Secondly, shipments are redirected to post office branches if the selected PACKSTATION is fully occupied.

All shipments worth Euro 1,500 or more and sent as cash on delivery will be redirected to a post office branch. Either way, you will be informed by E-mail and/ or SMS where you can collect your shipment.

You do not automatically have your shipments sent to a PACKSTATION simply by registering with the service. Each time you place an order, you can choose whether you want to have the shipment sent to a PACKSTATION or to your home address.

If you wish to have a shipment sent to a PACKSTATION, simply enter your PostNumber and the address of your preferred PACKSTATION as the delivery address.

If the delivery person was unable to deliver your parcel to your home, he or she may leave behind a green notification card in your letter box, instead of the familiar orange one. The card bears the address of a PACKSTATION, which is where you can pick up your shipment. To remove the package from the PACKSTATION, hold the barcode on the green card against the scanner. The machine will then guide you step by step through the process of picking up your shipment. This is one way of trying out our PACKSTATION service without any obligations.

If you do not pick up your shipment from the PACKSTATION specified on the card, it will be returned to the sender once the nine calendar day storage period expires.

As a PACKSTATION customer you can frank your parcels on any PACKSTATION screen.

Alternatively, you can frank your shipment online.

Tip: By franking at a PACKSTATION or online you save EUR 1 in postage compared with the price at the counter!

At the PACKSTATION you can buy DHL PAKETMARKEN and DHL PÄCKCHENMARKEN.

It's simple:

• Log in at the machine as a "registered PACKSTATION customer" using your PostNumber and PostPIN or as a non-registered customer with "PACKSTATION for all" option.
• Select the option "Deposit shipment / Pay for postage".
• Confirm / Press the "Pay for postage" button.
• You can choose between delivery within Germany or delivery throughout the EU.
• For the option "Specify sender", select YES or NO.
• For the option "Specify recipient", select YES or NO.
• Select the payment method option. GeldKarte or EC card.
• After selecting your payment method, simply insert your card and follow the on-screen instructions.
• After you have completed the payment process, the shipping label is printed and you can remove it from the machine.

Please remember that shipments franked as 'Päckchen' are not insured and cannot be tracked using shipment tracking. You will find a summary of the shipping options and prices above.

The DHL online franking service is a quick, easy and economical way to frank and pay for your parcels online. You can frank shipments for delivery within Germany, within the EU, or anywhere else in the world.

Benefits for you:

• No registration
• Free to use
• Create your own franking marks in your browser and print them off on your own PC
• Secure online payment with giropay or PayPal^® or by credit card (Mastercard or Visa)
• EUR 1 price reduction on DHL PAKET parcels compared to the counter price
• You can also place an order for DHL MAXITRANSPORTGermany-wide pick-up and delivery of heavy and bulky objects up to 100 kg and 4 m³ via DHL online franking.

You can send parcels measuring up to 60 x 35 x 35 cm at any PACKSTATION, 24 hours a day. You do not need to register in order to send parcels.

You do not have to register to send shipments via a Paketbox either. All you need is a franked package.

Deposited shipments are transported by Deutsche Post or DHL.

These simple instructions will guide you through the process of dropping off a parcel or package at a PACKSTATION:

1. Log in at the machine with your Goldcard and PostPIN. If you are not a registered customer, select the "PACKSTATION for all" option on screen.
2. Then select "Deposit shipment".
3. Hold the barcode on the shipping label in front of the reader installed on the machine.
4. Select a suitable compartment size.
5. Place your shipment in the compartment and close it.
6. Confirm on screen that you have deposited the shipment.
7. A deposit receipt* is printed. Please take this and keep it in a safe place.

Note: As a non-registered customer, you can only use shipping labels printed via DHL online franking, Stampit and the PACKSTATION to send parcels and packages.

Now you can also send parcels with PAKETBOX. Simply drop off your franked parcel and leave the rest to us.

*Deposit receipts are only available for "Pakete" (large parcels), as "Päckchen" (small parcels) are not registered shipments. Päckchen do not have an ID code and therefore are not monitored in shipment tracking.

Parcels shipped via PACKSTATION must be franked prior to shipment, and have a minimum size of 15 x 11 x 1 cm and a maximum size of 60 x 35 x 35.

To this end, you may use a Paketmarke, Päckchenmarke, Pluspäckchen or a return sticker. Shipping labels can be purchased at a PACKSTATION, with DHL online franking or STAMPIT, or at your nearest outlet.  Parcels can also be sent for just EUR 5.90 via PACKSTATION! You can even save EUR 1 on postage compared with shipment made at a counter.

Please note that only shipments transported by Deutsche Post/ DHL can be sent with PACKSTATION. You may not send books, merchandise, large and maxi letters, express shipments or "Unfranked" shipments via PACKSTATION.

Shipments with a minimum size of 15 x 11 x 1 cm and a maximum size of 60 x 35 x 35 cm are suitable for PACKSTATION.

Yes, when you have successfully deposited a Paket (large parcel) you will receive a deposit receipt. Keep this in a safe place as it contains your customer details and important information about the parcel.

Päckchen (small parcels) are not registered shipments. These shipments are not monitored in shipment tracking as they do not have an ID code. Therefore you will not receive a deposit receipt for Päckchen.

You can use DHL shipment tracking to check where your shipment is at any point.

By using the parcel number printed on the deposit receipt and the postcode of the recipient you can track your parcel from the time it is deposited to the point where it is delivered to the recipient.

If you are expecting delivery of a parcel you will need to ask the sender for the parcel number. Then you can track the progress of your parcel on its way to you.

Now you can even track your shipment on your mobile phone. Simply enter the address mobil.dhl.de in your phone's browser or test our service on our website first.

Try it now

A return is when a Paket (large parcel) is sent back to the original sender. Päckchenup to 2 kg, max. 60 x 30 x 15 cm (small parcels) are not suitable for this service. When the parcel is delivered it comes with a return sticker from the sender for free return.

Specify your own address as the sender like you normally would. A PACKSTATION address cannot be specified as the sender.

1. If possible, pack your goods in the original packaging and affix the return sticker provided on top of the address label.
2. Take the parcel to a PACKSTATION.
3. Once you have signed in with your Goldcard and PostPIN, select "Deposit shipment".
4. Scan the two barcodes on the return sticker with the machine's scanner.
5. Select the compartment size, place the item in the compartment and close it.
6. Confirm on screen that you have deposited the item.
7. A deposit receipt is printed. Please take this and keep it in a safe place.

If you have any parcels in the PACKSTATION you can now remove them, deposit more returns, or sign out.

Contact the sender to see if the item has arrived. You can also check the status of the parcel. To do this, simply use the shipment search. If the postal employee has removed the parcel from the PACKSTATION, it should be delivered to the sender within a few days.

Yes! You can deposit returns that were not delivered via Deutsche Post DHL in a PACKSTATION as normal. However, please be aware that the sender may charge the customer for doing this.

Shipments with a minimum size of 15 x 11 x 1 cm and a maximum size of 60 x 35 x 35 cm are suitable for PACKSTATION.

For shipments that are too large for a PACKSTATION (larger than 60 x 35 x 35 cm), you can also use DHL pick-up. Just request a pick-up either online or over the phone and have your parcel picked up at your chosen address - anywhere in Germany.

Parcels shipped via PACKSTATION must be franked prior to shipment, and have a minimum size of 15 x 11 x 1 cm and a maximum size of 60 x 35 x 35.

To this end, you may use a Paketmarke, Päckchenmarke, Pluspäckchen or a return sticker. Shipping labels can be purchased at a PACKSTATION, with DHL online franking or STAMPIT, or at your nearest outlet.  Parcels can also be sent for just €5.90 via PACKSTATION! You can even save EUR 1 on postage compared with shipment made at a counter.

Please note that only shipments transported by Deutsche Post / DHL can be sent with PACKSTATION. You may not send books, merchandise, large and maxi letters, express shipments or "Unfranked" shipments via PACKSTATION.

•  Letters (incl. Großbrief and Maxibrief letters)
•  Books and merchandise
•  Express shipments
•  Shipments marked "Unfranked"
•  Shipments exceeding the maximum size of 60 x 35 x 35 cm
•  Packaging unit shipmentsA packaging unit shipment is a delivery made up of several shipments grouped together but which has only one ID code.
•  Addressee-only Plus items
•  Bulky goods

1. Päckchen, Pluspäckchen, Paket, Retoure and Europack shipments
2. Books and merchandise, Großbrief and Maxibrief items with no additional service
3. Express shipments without cash on deliver
4. Cash on delivery shipments: You can conveniently pay for cash on delivery parcels at any PACKSTATION with an EC card or GeldKarte. The maximum permissible amount for cash on delivery items delivered to a PACKSTATION is EUR 1,500. Please be aware that payments are subject to your EC card limit.
5. Shipments from abroad, except: cash on delivery from abroad; items subject to customs charges; items for parties handling their own customs clearance.

Please note that it is only possible to have an item delivered to a PACKSTATION if it is being transported by Deutsche Post or DHL. Shipments made via registered mail aren't permitted.

Items exceeding the maximum size of 60 x 35 x 35 cm will be delivered to a post office branch near the specified PACKSTATION. You will be informed by E-mail and/ or SMS where you can collect your shipment.

Items which have been sent to a PACKSTATION but are not covered by the PACKSTATION service will be returned to the sender with a label stating "Could not be delivered to PS". If this happens, you will not receive notification.

This affects the following types of shipment:

• Letters that are smaller than Großbrief or Maxibrief items (Standardbrief and Kompaktbrief items, postcards)
• Letters with additional services (e.g. cash on delivery, registered letter)
• Shipments with delivery charges or customs charges
• Heavy circulars (press releases, wrapped newspapers)
• Express Ident Shipments sent using EXPRESS IDENT are only handed over by the Express courier when the recipient has provided legitimate and official proof of identity.
• Packing unit shipmentsA packaging unit shipment is a delivery made up of several shipments grouped together but which has only one ID code.
  
• Addressee-only Plus items
• Bulky goods

As a registered customer you are obliged to keep your password and PostPIN secret. For security reasons, only you can pick up your shipments at the machine. The Goldcard is therefore not transferrable (similar to an EC card or GeldKarte).

You should never reveal your personal details to anyone. Since the PACKSTATION service is a fully-automated service, we and you must ensure that all data is protected.

We've put together some security tips for you.

As a registered customer you are obliged to keep your password and PostPIN secret. Hence it is very important that you keep your details private.

For damaged or lost shipments, DHL's liability shall be based on the respective valid terms and conditions of business, provided liability is offered for the selected product.

Information on our products can be found on the Internet at www.dhl.de.

Take the damaged shipment to the nearest post office to document the damage. If possible, try not to open the shipment until you get there. After the damage report has been made at the branch, the relevant department will be requested to investigate the matter.

Our customer database and our Internet servers comply with the strictest security standards and therefore offer the best protection we are able to offer for your data against loss, misuse or unauthorised access, publication, modification or deletion.

You can view the Packstation General Terms and Conditions directly online:

Note: Unfortunately the files are only available in German.

To receive parcels at a PACKSTATION, you must first register. You must also have an E-mail address so that we can notify you as soon as a delivery has arrived for you at a PACKSTATION. The message can also be sent via SMS, if you wish. You must also be 18 years or over and you must live in Germany.

To send packages and parcels, you now no longer have to register first.

• You can pick up and send your shipments 24 hours a day, 7 days a week to or from any Packstation, regardless of business opening times.
• Byaddressing your parcel to a PACKSTATION, you can choose the best or nearest Packstation for you when you order from mail-order companies (or receive personal packages). You do not have to choose the same PACKSTATION every time, either.
• You can also pick up your shipment as soon as it has been delivered.
• You will be notified immediately when your parcel arrives via E-mail and/ or SMS.
• The PACKSTATION service is free for you to use.
• DHL PAKETMARKEN for franking parcels can be bought at the PACKSTATION or via DHL Online franking for EUR 1 less than the cost of sending a similar parcel at the post office counter.
• You can also sign up to our rewards programme DHL Paket&Punkt and redeem your bonus points for fantastic rewards.

House deliveries will continue to be an option for you in future. PACKSTATION is simply a customer-friendly add-on to the services offered by Deutsche Post.

A PAKETBOX is a postbox for parcels. In other words, you can drop off franked packages and parcels 24 hours a day, 7 days a week. And for a quick and convenient way of franking your shipments, simply use DHL online franking.
More information is available at www.dhl.de/paketbox.

If you subscribe to our newsletter, we will keep you updated on a monthly basis about the latest topics, great offers and news.

Register for our DHL Paket&Punkt bonus scheme and collect valuable points each time you use the Packstation. Further information

About 90% of the German population will be able to access one of around 2,500 PACKSTATIONS within ten minutes.

For an overview of all towns and cities where this service is available, and exact details of the location of available PACKSTATIONS including detailed directions, please use our Packstation finder.

To find out where your nearest PACKSTATION is, simply use our Packstation finder. You will find not only the location of the PACKSTATION but also directions to it.

And now you can even locate your nearest PACKSTATIONS on your mobile phone. Simply enter the address mobil.dhl.de in your phone's browser or test our service on our website first.

By installing a PACKSTATION on your organisation's premises, you can increase the number of people who visit your site. If you can provide

• an area of around 4 x 2 x 2.5 m, or 3 x 2.5 x 2.5 m (width/ depth/ height)
• 24-hour access
• a power connection (230 V)
• a telephone line

then please contact us at info[at]packstation.de stating your name, postal address and the addresses of your premises. We will send you a questionnaire for you to fill in all the relevant information about your site(s).