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Frequently asked questions - Matkahuolto
Frequently asked questions - Matkahuolto
Updated over a week ago

Here you will find the most frequently asked questions and the answers related to the integrated shipping where Matkahuolto is chosen as the shipping supplier. If you have questions related to a shipment, this is directed directly to Matkahuolto.

Sending packages

Should I write the name and address of the recipient on the package?
You must only write the pick-up code that you have received in the app on the package, for example 8774985.

How should I pack the item?
The item must be packed properly according to the contents, so that the package can withstand transport and handling at the terminal.

How do I send the package?
You can take the package during the next seven days to any Matkahuolto parcel locker or service point. Use the Service Point Search to look up the nearest service point.

How long does it take to send a package?
The packages are delivered within 1-3 business days.

What are the packaging dimensions?
The maximum dimensions of the package is 70 x 57 x 40 cm and it can not be heavier than 10 kg.

Why does tracking only show the consignment but no events?
It means that the package has been handed over to Matkahuolto, but it has not yet been loaded for transport.

What do I do when I have to cancel the shipment?
The bids are locked to the sending codes and will be canceled automatically if the packages have not been registered picked up / sent by the shipping supplier within the deadline.

Delivery of packages

Where can I check if my package has been delivered?
If you know the shipping code, you can check the status of your package on the homepage under “Track my parcel”.

How do I know when the package arrives?
A text message will be sent to the mobile phone number or email provided. Arrival notifications can also be configured to arrive as a mobile app notification.

What happens to the parcel if I don’t collect the package?
The package will be returned to the sender. If the sender fails to collect the package, it will be disposed of or put up for a public auction.

Why wasn’t my package delivered to my nearest pick-up point?
Packages are delivered to the pick-up point specified by the consignor or chosen by you. Sometimes, however, the final pick-up point is different from the one you have chosen, for example due to sudden overcrowding at that pick-up point during peak periods, the size of the package or the service used by the sender. If so, Matkahuolto always delivers your package to the nearest available point with space so you can get your package quickly. Matkahuolto also tries to explain the reason for the change of pick-up point in the arrival notification.

Is there a storage charge?
There is no charge for storing the package. The package will be stored for 7 days, after which it will be returned to the sender.

The tracking says that the package has been delivered, but I miss pick-up information, what do I do?
Sometimes it can take some time from the package arriving at the delivery point until the SMS/email is sent. You may also want to check your spam folder. Should you still not hear anything, you can contact Matkahuolto’s customer service.

I have received a damaged package, what should I do?
Contact Matkahuolto Customer Service within 7 days. You can fill in a claim form on their website. Take the damaged goods and package to Matkahuolto, or make other arrangements with Matkahuolto for the verification and inspection of the damage.

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