• Frequently Asked Questions

    • Local and International Mail

      • I would like to send a letter or parcel to an address in Malta or Gozo, how much will this cost me?

        MaltaPost has an online Postage Rate Calculator which allows you to calculate local as well as international postage rates. The online tool will give you an instant indication of the delivery costs and time frames needed to deliver your parcel or letter and will allow you to compare rates between one service and another therefore helping you choose the best possible service to match your delivery needs. Access the Postage Rate Calculator here.

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      • I would like to send a letter or parcel abroad, how much will this cost me?

        MaltaPost has an online Postage Rate Calculator which allows you to calculate local as well as international postage rates. The online tool will give you an instant indication of the delivery costs and time frames needed to deliver your parcel or letter and will allow you to compare rates between one service and another therefore helping you choose the best possible service to match your delivery needs. Access the Postage Rate Calculator here.

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      • What is the maximum size and weight for letters/parcels being sent locally?

        The maximum weight for a letter is up to 2Kg. If it fits into an envelope, it can be conveniently posted in any of the letterboxes around the Maltese Islands.

        MaltaPost will deliver your items if they are between 2Kg and 20Kg however these must be posted at one of our Post Offices.

        Click here to find your nearest letterbox or Post Office.  More information about size and weight limits of postal articles is available here.  

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      • What is the maximum size and weight for letters/parcels being sent abroad?

        The maximum weight for a letter is up to 2Kg. If it fits into an envelope, it can be  posted in any of the letterboxes around the Maltese Islands.

        MaltaPost will deliver your items if they are between 2Kg and 20Kg however these must be posted at one of our Post Offices.

        With MaltaPost you can send items of up to 20Kg to a wide variety of destinations. The following countries accept items of up to 30Kg: Albania, Austria, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Ethiopia, Finland, France, Monaco, Germany, Ghana, United Kingdom, Iceland, Irish Republic, Italy, Luxembourg, Macedonia, Malaysia, Norway, Portugal, Romania, Serbia and Montenegro, Slovakia, Slovenia, Switzerland, Syria, Tunisia and Ukraine.

        Click here to find your nearest letterbox or Post Office.  More information about size and weight limits of postal articles is available here.  
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      • I have been waiting for a letter/parcel to arrive from abroad. How come this has not been delivered yet?

        International mail which arrives in Malta by aircraft before 4:30pm between Monday and Friday and 1:30pm on Saturday, is processed on the same day for delivery on the next working day.

        If you have a tracking number you may track your mail here. If you still do not receive the item, you will need to lodge an official enquiry with the office of posting of the country from where the mail item is originating.

         

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      • My letters were not posted well.

        Kindly give us more details about the matter for us to be able to look into the issue.

        ID Card number
        Name
        Surname
        Contact Number 
        E-Mail
        Country
        Town
        Please give more details about the matter
        Upload any relevant photos

      • I would like to report a misdelivery.

        Kindly give us more details about the matter for us to be able to look into the issue.

        ID Card number
        Name
        Surname
        Contact Number 
        E-Mail
        Country
        Town
        Which item has been misdelivered?
        Please explain the matter:

         


      • Why has my letter/parcel which I have sent abroad not yet been delivered?

        If your mail items do not have a tracking number unfortunately we will not be able to locate them. If you have a tracking number you may track it down here. If you would like us to investigate, please complete this form (after 30 days from date of posting) and enclose a copy of any registration receipt/s, receipt/s of posting, a copy of an original purchase invoice of contents to provide evidence of cost price and any other supporting documentation and send to:

        MaltaPost p.l.c., Customer Care,

        305, Qormi Road,

        Marsa MTP 1001, Malta

        MTP 1001

         

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    • Local and International Courier

      • I need to send a document or parcel to a local address today. What must I do?

        MaltaPost offers fast and secure courier delivery service to anywhere in Malta and Gozo. We can send your item to local businesses, shops and individual customers, meeting your specific needs for delivery deadlines. Services are available within Malta, within Gozo, and between the two islands. Please click here for more details.

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      • I need to send an important document or parcel to a foreign country as quickly as possible.

        MaltaPost currently offers the following International Courier Services. 

        EMS International Courier - click here for more information

        MaltaPost Express International - click here for more information

        These services are available from all Post Offices or by calling on 2122 4421 for a pick up at an additional charge of €5.00.


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    • Track your mail

      • I sent a letter to a foreign country using normal mail without a tracking number, when is the item going to arrive at its destination?

        A letter without a tracking number cannot be tracked however you may estimate its delivery times by inputting its weight and destination in the MaltaPost Postage Rate Calculator.

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      • I sent an item to a foreign country with a tracking number, when is the item going to arrive to its destination?

        To track an item it is important that the item you are sending has a tracking number. A tracking number is a form of reference which is given to packages when they are shipped. Tracking numbers are useful as they offer an indication of the location and progress of mail items.

        To track local or incoming registered Items, EMS Items, and parcels click here and enter your item's tracking number in the stipulated space. It is important that capital letters are used when entering the tracking number.

        To track international trackable items click here and enter your item's tracking number in the stipulated space.

        To track MaltaPost Express International Item click here and enter your item's tracking number in the stipulated space. Please enter the numbers only.

        You may also click here and choose the country of destination. For each website look for the Track & Trace function in order to track your item and enter your item's tracking number in the stipulated space.

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      • I sent an item to a foreign country without a tracking number, when is the item going to arrive at its destination?

        Items without a tracking number cannot be tracked however you may estimate delivery times by inputting your letter's or parcel's details in our Postage Rate Calculator.

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    • Prohibited Items

      • What items are prohibited from being sent by post?

        Posts can deliver all sorts of things however there are dangerous goods and prohibited items that simply cannot travel through the international postal network. Dangerous goods can cause harm to people, including customers or postal, customs and airline staff, and cause material damages. Prohibited items also include dangerous goods, but also valuables, obscene materials, counterfeit materials or other items that some countries simply don't accept on their territory. Click here for more information on what can and cannot be sent through the postal network.

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    • Delivery Notices

      • I received a delivery notice. What should I do now?

        You have received a delivery notice because we have tried to deliver a postal item to you but no one answered the door. The delivery notice is fully detailed and includes the necessary information on how your item may be re-delivered by MaltaPost or collected. In order to collect your item, kindly read the instructions on the notice and choose the best option for you.

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      • I received a delivery notice, how can I now retrieve my item?

        You have received a delivery notice because we have tried to deliver a postal item to you but no one answered the door. The delivery notice is fully detailed and includes the necessary information on how your item may be collected or re-delivered by MaltaPost. You may read the instructions and choose the best option for you to collect your item.

        MaltaPost issues various notices of different colours which have different delivery schedules. 

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      • Can someone else collect my item from the Post Office?

        Yes you may send someone else to pick up your item just as long as they take with them your item’s delivery notice, their identification and your identification (Identity Card. Passport or Driving Licence).

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    • SendOn

      • I am trying to shop from an EU online store however it does not ship to Malta. What should I do?

        MaltaPost offers a forwarding service: SendOn, which gives you an address in the UK, Italy and Germany and delivers your items to your doorstep in Malta and Gozo. This will help you if you are trying to shop from an online store within the European Union which does not ship to Malta. Please visit www.maltapost.com/sendon and register with SendOn and you will be given a unique code and the addresses to use when the EU seller does not ship to Malta.

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      • I am trying to shop from a USA online store however it does not ship to Malta. What should I do?

        MaltaPost offers a forwarding service: SendOn, which gives you an address in the USA and delivers your items to your doorstep in Malta and Gozo. This will help you if you are trying to shop from an online store within the USA which does not ship to Malta. Please visit www.maltapost.com/sendon and register with SendOn and you will be given a unique address to use when the USA seller does not ship to Malta.

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      • How can I get to know more about SendOn?

        If you would like more information about how SendOn works click here whilst a full list of Frequently Asked Questions is available here.

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      • I completed the registration form but did not receive my activation email.

        Please fill in the below form for us to check why you have not received the SendOn activation email.

        ID Card number
        Name
        Surname
        ID Card
        Email Address
        Contact Number

      • Are there any terms and conditions related to SendOn?

        Yes, there are and they are available here.

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      • What is the difference between UK Priority Shipping and UK Standard Shipping?

        SendOn offers two options for shipping services from the UK.

        Priority Shipping for items up to 30Kg with dimensions up to 150cm x 100cm x 100cm which will arrive in Malta or Gozo in around 14 working days

        Standard shipping for items up to 300Kg with dimensions up to 120cm x 80cm x 250xm which will arrive in Malta or Gozo in around 20 working days

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      • I am trying to purchase an item but the seller is not accepting my SendOn address and is suggesting a different address.

        This happens very frequently particularly when buying from Amazon. For more information please view the SendOn FAQs page here and scroll down to the bottom of the page. If you require more information please fill in the below.

        Name
        Surname
        ID Card
        Email Address
        Contact Number
        Comments

         

         

      • I did not receive my SendOn item.

        Kindly note that delivery from UK may usually take approximately 7 - 12 days to arrive in Malta, delivery from Germany or Italy will take approximately 10 - 12 days, and delivery from USA will take approximately 15 days.  If you have waited for longer than this and have not received your item yet, please fill in the following form as to inform us of this delay. Kindly attach a copy of your item's PayPal receipt and tracking number and our Customer Care Department will look into your enquiry.

        ID Card Number
        SendOn Unique code:
        Email Address:
        Name:
        Surname:
        SendOn Hub:
        SendOn Tracking Number:
        Foreign Tracking Number:
        Name of Carrier:
        Date of Delivery:
        Name of Recipient:
        Reason for Query
        Please attach a copy of the invoice







      • When are the SendOn items dispatched from hubs?

        Items are dispatched from hubs as follows:

        • UK Priority – Every day Between Tuesday and Saturday – (depends on the flights availability)
        • Germany Priority – (not operating anymore)
        • China Priority -- Every day Between Tuesday and Saturday – (depends on the flights availability)
        • USA Priority – Every two weeks.
        • UK Standard – Every Thursday
        • Germany Standard -- Every Thursday
        • Italy Standard – Every Friday.

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    • Easipik Parcel Lockers

      • How does the Easipik parcel locker network work?

        Before shopping online, log on to your SendOn account and go to ‘Edit Personal Details' in the Quicklinks menu. Choose a parcel locker as the delivery address of your choice. Shop from online stores using your SendOn code together with the address of one of MaltaPost's hubs in Europe or in the USA, as you usually do.

        If you are a new user, simply register online for a Customer ID here. We will send you an sms to confirm your mobile number as well as a six digit code to authenticate your account. You will also receive an email containing your unique code which you are to use when shopping online.

        Upon delivery of your item in Malta, you will receive an email/sms to pay for your delivery online by following the link provided.

        Please remember to close the locker door after collection of item.

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      • I would like to use Easipik, what must I do?

        1. REGISTER ONLINE & CHOOSE YOUR PREFERRED LOCKER STATION

        Visit www.maltapost.com/easipik and register online to receive your unique code and address. Download and fill in the Customer Identification Form and present it at any Post Office with a valid Identification Document to verify your account. Prior to making any online purchases log into your account and select your preferred locker from the drop-down menu. Choose from the 17 locker stations around Malta & Gozo.

        2.USE YOUR EASIPIK CODE & LOCKER ADDRESS WHEN BUYING ONLINE

        To use Easipik, simply enter your Easipik address and your code when buying online.

        3.PICK UP YOUR ITEM

        You will be notified via SMS when your item has been delivered to your preferred locker station. To pick up your parcel, visit your preferred locker station and input the Easipik code received via SMS in the locker system.

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      • Where are the Easipik parcel lockers located?

        Easipik Parcel lockers location can be found on www.maltapost.com/lockers

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      • When can I access the locker?

        This is a 24/7 service and you can access the parcel lockers at your convenience. Please note that your parcel will remain in the Easipik parcel locker for 72 hours only following receipt of the pin code. Following this, it will be forwarded to the (locality) Post Office counter to be picked up during normal opening hours. For Post Office opening hours, click here.

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      • I deleted my pin code by mistake, what must I do?

        Please contact our customer care on 21243324 who will generate a new pin code for you.

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      • What are the opening hours of Easipik Customer Care?

        Monday to Friday: 7.30am - 8.00pm
        Saturday: 8.00am-12.00pm

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      • What must I do if I have an issue outside the Customer Care?

        Please call 21243324 or send an email to info@maltapost.com. We will do our best to solve your issue as soon as possible.

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      • What happens if locker door does not open?

        If this occurs, first please check that all lockers are closed. Close any parcel locker that is left open. If this problem persists after closing all parcel lockers, please contact our Customer Care for further assistance on 21243324.

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      • My parcel arrived in Malta and I have not received the Easipik pin code.

        The probability is that your contact details are not updated, please click here to edit your details. If you need further assistance please contact our Customer Care on 21243324.

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      • I have paid online for my SendOn item but I did not receive the Easipik pin code.

        There may be two reasons for this, either your details are not updated in our database or else there is a technical error. So first please ensure that your details are correct and update accordingly here. If you need further assistance please contact our Customer Care on 21243324.

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      • I am unable to collect my item from the Parcel locker in the next 72 hours.

        Your parcel will remain in the Easipik parcel locker for the next 72 hours only. Following this, it will be forwarded to the locality's Post Office counter to be picked up during normal opening hours. For Post Office opening hours, click here.

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    • Post Offices

      • What services can I avail myself of at a Post Office?

        The Post Office is a one-stop-shop to send and receive postal items, irrespective of their destination, origin, and whether the item is a letter or bulky packet. The MaltaPost network of Post Offices across Malta and Gozo offer a range of handy services to make sending and receiving items easier for you. The Post Office offers all postal services, philately and numismatics products, encashment of Central Bank of Malta cheques, local and international money transfers, as well as a wide selection of stationery, greeting cards and telephony top up cards.

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      • What are the Post Offices' opening hours?

        All Post Offices generally open on Monday to Saturday between 7.30am and 13.00pm. Other Post Offices may have other opening hours.

        For a full list of opening hours click here

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      • Which is the closest Post Office?

        MaltaPost has an extensive retail network which extends to most localities around Malta and Gozo. To find your nearest Post Office click here.

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    • Redirection Of Mail

      • What is Redirection of Mail?

        Redirection of Mail is a cost-effective way to have mail addressed to your 'old' address delivered to a new address. This service is ideal for those who moved home. So whether it's for a temporary or a permanent move including overseas, this service will ensure that your mail is forwarded to your new address.

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      • I would like to redirect my mail to another address.

        If you are moving home, MaltaPost can offer you a cost-effective way to ensure your mail goes wherever you go. So whether it's for a temporary or a permanent move including overseas, MaltaPost will ensure your mail is forwarded to your new address.

        For more information about Redirection of Mail, please click here.

        Ensure that you allow enough time for a Redirection Service to be set up. It usually takes about 21 working days from the day MaltaPost receives your application.

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      • How much will it cost me to redirect my mail?

        Click here for prices related to Redirection of Mail.

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      • Are there any terms and conditions related to the Redirection of Mail Service?

        Yes there are and you may view them here.

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      • Can I extend my Redirection service?

        The redirection of postal articles service is offered to an individual (including registered NGOs and registered Voluntary Organizations) free for an initial period of three months and extendable to one year after the payment of a nominal fee of €15 (fifteen euro). The re-direction of postal articles service may be extended beyond one year provided the appropriate fees are paid and the applicant satisfies all the stipulated requirements.

        The redirection of postal articles service is offered to a business for an initial period of three months and extendable up to twelve months against the payment of a €10  monthly fee of €10 and provided the applicant satisfies all the stipulated requirements.

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    • Temporary Mail Custody

      • What is Temporary Mail Custody?

        MaltaPost's Temporary Mail Custody service offers a cost-effective alternative to having letters, packets and parcels pile up on your mat when you are away as at your request, mail can be withheld by MaltaPost for up to two months. When you come back you may choose to have the mail delivered as addressed or else to collect it from a Post Office of your choice.

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      • I would like to apply for the Temporary Mail Custody Service, how shall I do so?

        You can register for this service by visiting your nearest Post Office. Before visiting the Post Office you may wish to print and fill in this form.  Please ensure that the application form is signed by all persons residing in the household requesting the Temporary Mail Custody service. When handing in the form, please also present the I.D. card of all persons residing within this household.


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      • What if I receive a parcel or letter that requires a signature while I'm away?

        If you’re not home and you receive an item that requires a signature, we will include a Delivery Notice with your mail so you will be able to collect your item when you come back. You may choose to have the mail delivered as addressed or else to collect it from a Post Office of your choice. If the mail remains uncollected within an agreed timeframe it will be returned to sender.

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      • I applied for Temporary Mail Custody Service but I am still receiving mail.

        Kindly fill in the below form for us to be able to look into your issue. To help us resolve the matter as quickly as possible, please attach a scan of an envelope of your recently received mail. Ensure that your scan shows the MaltaPost date stamp.

         

        ID Card number
        Name
        Surname
        Contact Number 
        E-Mail
        Country
        Town
        Upload scan of envelope showing the datestamp

    • Registered Mail

      • What is the Registered Mail Service?

        Registered Mail requests a signature from the recipient as proof that your item has been successfully delivered. It includes a tracking number allowing you to see when your item was delivered.

        MaltaPost offers 2 addtional options

        Advice of Receipt - AR (Local & Foreign)

        With this added service, you can choose to receive the signature indicating proof of delivery, which is sent to you for your records.

        Proof of Delivery (Local Only)

        Even if you have not opted for Advice of Delivery, you can still request a copy of the recipient's signature at the time of delivery at a fee of €1.16. 

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      • What is the AR service?

        AR stands for Advice of Receipt. When sending a registered mail you may request an Advice of Receipt and through this you can be informed by mail once the registered mail is received and confirmed by the recipient. When signing up for this service you will receive a signed paper with details of the person receiving the mail.

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      • What are the rates for Registered Mail?

        Rates of local and foreign Registered Mail are available here.

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      • How can I track my Registered Mail?

        You may track your Registered Mail here.

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      • Are there any terms and conditions related to the Registered Mail Service?

        Yes there are and you may view them here.

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      • My Registered Mail was not delivered.

        Please fill in the following details for us to look into the matter.

        ID Card number
        Name
        Surname
        Contact Number 
        E-Mail
        Country
        Town
        Please specify registered letter reference number:
        Please explain the matter:



      • I sent a Registered letter to a local address, which the recipient denied receipt of, how can I prove the item was delivered?

        Confirmation of delivery can be obtained by using our online tracking service. If you require the signature of the addressee, fill in the Local Registered Mail Proof of Delivery form here and hand it in at your nearest Post Office. There is a charge of €1.16 for this service.

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      • I would like to send an item using Registered Mail, how shall I proceed?

        You have to go to a Post Office to register your mail. A barcode label will be affixed to each registered mail item and a copy of that barcode is given to the sender. Registering your mail gives you reassurance that your item has been delivered. The service requests a signature from the recipient as proof that your item has been successfully delivered. For extra peace of mind you may also insure your item. To view the insurance of mail charges click here.

        Detailed information about Registered Mail is available here.

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    • P.O. Boxes

      • What is the P.O. Box Service?

        The P.O. Box service offers the benefit of a private lockable box which can be set up and accessed at various points in Malta and Gozo and could be the perfect solution to securely receive your letters, packets and packages. This service is ideal for businesses and also for individuals.

        If you have a busy schedule, and you do not have time to collect your mail within the Post Office opening hours, you may opt to hire a P.O. Box which is accessible 24/7, allowing you to collect mail at any time suitable for you.

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      • So how does this work?

        With a P.O. Box address, the mail sent to that address will be posted into your P.O. Box. You can then pick this mail at your convenience as some locations offer 24/7 accessibility. 

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      • What will my P.O. Box address look like?

        Your P.O. Box address will look something like this, based on the location it will be situated in;

        Name of P.O. Box

        P.O. Box no 5

        LOCALITY

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      • I would like to apply for a P.O. Box, how shall I proceed?

        To get a P.O. Box simply fill in this application form and visit your local Post Office.  Please ensure that you take your Identity Card with you. 

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      • How much does a P.O. Box cost?

        P.O. Boxes are available in various sizes to accomodate your needs. Rates and sizes are available here.  

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      • I am not receiving mail in my P.O. Box.

        If you’re not receiving any mail in your P.O. Box please check that your P.O. Box subscription has not expired. You might also need to verify that the senders are using the correct address. If you would like us to look into the matter please fill in the below form.

        ID Card number
        Name
        Surname
        Contact Number 
        E-Mail
        Country
        Town
        P.O. Box Name
        P.O. Box Address

      • I lost my key, what shall I do?

        You will need to visit your local Post Office and take your I.D. Card to prove that you are the owner of the specific P.O.Box. We will need to change the lock of your P.O. Box and request a new key. There is a minimal charge for this.


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      • I would like to start receiving all my mail in a P.O. Box, what shall I do?

        If you would like to start receiving all your mail in a P.O. Box, you will need to subscribe to our Redirection of Mail Service by completing this form.

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    • Letterbox

      • What is the recommended letterbox size?

        MaltaPost has the responsibility to ensure that mail is kept safe and secure until it reaches its destination, which in most cases would be the addressee's letterbox. From then onwards it is the responsibility of the receiver to ensure they have a letterbox which is in conformity with the minimum requirements as set out in the European Standard (EN 13724) - Postal services - Apertures of private letter boxes and letter plates - Requirements and test methods and the local Postal Regulations.

        Main criteria as per European Standard (EN 13724) are:
        • The aperture of the letterbox (posting slot) should be of a minimum of 240mm by 30mm;
        • The height of the letterbox should be of a minimum of 370mm;
        • The depth of the letterbox should be of a minimum of 110mm;
        • The overall width of the letterbox should be of a minimum of 270mm;
        • The above dimensions should allow for side way deliveries of a C4 envelope or document (324 x 229mm) without having to bend, fold or damage the document in any way;
        • The height of the lowest letterbox aperture should not be lower than 700mm from the ground and not higher than 1700mm;
        • The flap of the letterbox must be easily opened and be self-closing;
        • To ensure that mail is not damaged, the aperture should not have any sharp edges.

        More information is available here.

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      • What is the recommended letterbox positioning?

        The local Postal Services General Regulations stipulate that:
        • All premises shall be provided by the respective owner or occupier with an adequate letter-box so as to enable the delivery of postal articles;
        • Apartment blocks shall also be provided with accessible letterboxes, made to lock, one for each apartment. Each letterbox shall bear the number of the apartment to which it refers;
        • All premises which have their main entrance more than four and a half meters distant from the gate or other access to the street, shall be provided with letterboxes made to lock and immediately accessible from the street.
        • All other premises shall be provided with a letterbox immediately accessible from the street.

        In accordance with the Postal Services Act (Article 40), a postal operator may refuse to deliver any postal article where (i) the premises to which it is addressed may be of threat to the health and personal safety of the delivering officer and (ii) the premises to which it is addressed is not provided with a letterbox as required.

        More information is available here

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    • Customs

      • I recently received an item from abroad. Why is there duty and/or VAT due on my item?

        Duty and VAT must be paid on items originating outside of the EU. Customs have a statutory right to examine all parcels coming from outside the EU. It is the Customs Department who collects the duty/VAT due on your item. For further details, you may visit https://customs.gov.mt/ to find out more about Customs and its function.

         

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      • Are there any Customs or VAT charges when using SendOn UK, USA and China?

        Since the UK, the USA and China are outside the EU, duty and VAT may be applicable. There are few simple steps to follow when shopping from these countries with SendOn, click here for more information.

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      • Why did I receive a Dutiable Item Notification?

        You receive this note whenever you receive goods which the Malta Customs Department deems you are potentially liable to pay any Customs, Excise Duty and / or VAT. The charges to be incurred by the client depend on where the goods are sent from, the type of goods and their transactional value. The notification lists the documentation that MaltaPost requires in order to present the goods for customs clearance. This saves you the hassle and time to attend personally at the Customs Office. It also ensures that MaltaPost can expedite delivery of your goods upon arrival in Malta. MaltaPost pays any duties and taxes that are due on the goods to the Malta Customs Department on your behalf. These charges are then collected upon delivery of the goods to your postal address.

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      • Why do I need to pay customs duty even if I received an item as a gift?

        Whether an item is declared as a gift or not, it must still undergo importation procedures in accordance with the Maltese Customs' laws and regulations.

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      • I disagree with the amount of VAT and Customs Duty charged, what should I do?

        MaltaPost, is obliged by law not to hand over items until all charges have been paid, including all the charges raised by Customs Department authorities.

        If you disagree with the amount of VAT and/or Customs Duty charged you can appeal directly to the Customs Department authorities.

         

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      • What is the customs clearance fee?

        There is an administrative fee that MaltaPost charges to cover the costs of collecting the required documentation, presenting them to the Customs Authorities, clearing dutiable goods on your behalf and effecting the payment of the Customs Dues and VAT.

        More information about these charges can be found on: www.maltapost.com/customs

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      • How can I pay for any customs related charges?

        Thanks to this new online facility, customers can now pay duty charges, VAT and other administrative fees online, have their items released from Customs following payment and delivered on the next working day.

        To pay online one must visit www.maltapost.com/tracking and enter the tracking number in the space provided. Once the parcel details are loaded, click on the ‘Pay Charges' button and proceed as instructed.

        Watch the Tutorial Video

         

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      • How can I declare my customs withheld items online?

        To submit a declaration, you just need to follow the below simple steps:

        • Visit www.maltapost.com/tracking, enter the tracking number in the space provided and click the 'Declare Items Button'
        • Insert and confirm your email address
        • Go to your inbox, find an email with the link that will prompt you to the Declaration page
        • Complete the details and upload the requested documentation

        Watch the Tutorial Video

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      • How Can I Undertake the Customs Clearance Process Myself?
        Should you decide to undertake the Customs Clearance Process yourself or should you decide to appoint your own Customs Agent to handle the same Customs Clearance Process on your behalf, you are to inform us of such a request on e-mail: info@maltapost.com.  Please do not forget to include your parcel tracking number.

        Further details on how you may undertake the Customs Clearance Process  yourself and what is required to be able to do so are  found on the Malta Customs website https://customs.gov.mt  and   https://customs.gov.mt/electronic-systems/faqs/training.

         


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    • Customs Export Declaration

      • When is it required to complete a Customs Export Declaration?

        A Customs Export Declaration is required for the following specific postal transactions: 

        • When sending item returns for repair jobs to non-EU countries, irrespective of item value;
        • When sending or exporting items, to non-EU countries, with a value of €1,000 or more.

         

        The Export Declaration is necessary for one to avoid paying VAT and Duty when the item is sent back to Malta or returned to sender.

        Export Declarations can be processed at MaltaPost Head Office, from Monday to Friday between 8am and 4pm, at a charge of €30. Contact Customer Care on 2122 4421.

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    • Insurance of Mail

      • I would like to insure a valuable item before sending it to a local address. What must I do?

        Insurance of mail is available for local registered mail and local parcel post.

        MaltaPost offers two types of cover:-

         

        Type of CoverCoverageCharge
        Standard CoverLOSS OF each postal article up to a maximum value of €100 per article but not exceeding the insured value€5.00
        Premium CoverLOSS OF OR DAMAGE TO each postal article up to maximum value of €5,000 but not exceeding the insured value€15.00

         

        For more information visit your nearest Post Office or click here.
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    • Postcode

      • What is my Postcode?

        To find any local Postcode you can access MaltaPost's Postcode finder here.

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      • What is the Postcode?

        The Postcode is a combination of letters and numbers that indicates precise location and it is used for the purpose of simplyfying mail sorting. 

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      • Why is the Postcode important?

        Postcodes are used to simplify the journey of each piece of mail being delivered, as with the Postcode, the destination becomes much easier to decipher both by the mail sorters and post persons. The Postcode is thus essential for the secure and fast delivery of mail.

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      • Should I always use the Postcode?

        The Postcode is a very important part of an address, as in its absence the processing or delivery of mail may be delayed. For this reason, MaltaPost highly encourages the public to always use the Postcode both when sending items locally and when shopping online.

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    • Business, Corporate and International Customers

      • Business Relations Department Contact Details

        If you have queries regarding our services for local and international business and corporate services and products please send an e-mail to business@maltapost.com or contact our Business Relations Department on ++356 25961720.

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    • Others

      • I’ve sent an item to the wrong address. How can I retrieve it?

        Postal articles which are undelivered, for reasons such as ‘unknown/insufficient address’, are returned to you automatically, provided that the return address is written. If no return address is written, these letters are kept at MaltaPost’s Returned Letter Office. Should you want to retrieve such a letter please fill in the following form: 

        ID Card number
        Name
        Surname
        Contact Number 
        E-Mail
        Country
        Town
        Wrong address were item was sent: 
        Please explain the matter further

      • I am trying to shop from online stores in the EU but they do not ship to Malta, what shall I do?

        SendOn is a service offered by MaltaPost that broadens your opportunities of online shopping. So if you are shopping from online stores in the European Union which do not ship to Malta, this service will surely help. Please register with SendOn and you will be given a unique address to use when the EU seller does not ship to Malta.

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      • How can I find an adequate box to pack my items for posting?

        Your Post Office offers a range of postage boxes with different sizes. Click here for more information.

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      • If my item is lost, what is the maximum compensation that I can get?

        Different levels of compensation can be granted to you depending on the postal item. For more details regarding compensation click here and scroll down for information regarding compensation

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      • I am going on holiday and I need my mail to be taken care of while I am away.

        MaltaPost's Temporary Mail Custody service offers a cost-effective alternative to having letters, packets and parcels pile up on your mat because we keep custody of your mail while you are away. This service can be arranged at your local Post Office. You can apply by downloading this form. 


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      • I am moving home and I need to ensure that my mail goes wherever I go.

        If you are moving home we can offer you a cost-effective way to ensure your mail goes wherever you go. So whether it's for a few days or a permanent move including overseas, MaltaPost will ensure your mail is forwarded to your new address.

        For more information about Redirection of Mail, please click here.

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      • Contact us here if you haven’t found an FAQ to address your query.

        Please provide further details about your query or issue: 

        ID Card number
        Name
        Surname
        Contact Number 
        E-Mail
        Country
        Town
        Please present more details related to your enquiry:
        Please click `Submit` button once done

      • What is the PHO (Port Health Office) and /or the BIP (Border Inspection Post) fee?

        Postal items may be inspected by the PHO (Port Health Office) including medicines and health products. The BIP (Border Inspection Post)veterinary services inspect imported live animals and products of animal origin. There is an administrative fee of €5 that MaltaPost charges to cover the cost of processing these items including the physical conveyance of these items to the respective office and back and the time waiting for their release. 

         

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  • Contact Form

    • Please provide details about your query or issue

      ID Card number
      Name
      Surname
      Contact Number 
      E-Mail
      Country
      Town
      Please tell us about your enquiry
      Please click `Submit` button once


  • Contact Details

    • Contact Details

      Prior to lodging an enquiry or a complaint, please visit our Frequently Asked Questions (FAQ).  

      If your enquiry is not covered by the FAQs, please complete the Contact Form 


      Customer Care Operating Hours

       

       

      • Call us on:
      • Telephone : (+356) 212 244 21

        Freephone: (+356) 800 722 44 *

        Telephone lines are open on Monday to Friday (excluding Public Holidays) from 8.30 a.m. till 2.30 p.m. and Saturday (excluding Public Holidays) 7.30 a.m. till 12.30 p.m.

       

      • You may also visit our head office in Marsa from Monday to Friday between 8.00 a.m. and 4.00 p.m. (excluding public holidays)

       

      • Otherwise you may send a letter to MaltaPost p.l.c., Customer Care, 305, Triq Hal-Qormi, Marsa MTP 1001

       

      *Subject to terms and conditions by the service provider. This number is free when calling from a fixed line.
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