FAQ for international postal items

Delivery of international postal items

Import

If at the post office the addressee detects a damaged international postal item, they should inform the post office staff about it and ask them to draw up a corresponding report. The postal item may also be marked as "arrived damaged". After that, the sender should initiate an investigation by making a request to the postal operator of the country of posting.

Export

The sender should submit an online claim via this link (if the international postal item was pre-registered in the Online Personal Account on the Ukrposhta website, the claim can be submitted from the postal item menu by clicking on the "Online Claim" button), add a photo of the receipt and of the cover (packaging) and the content of the damaged postal item, describe the situation in the "Additional information" field. The addressee should also record the fact of damage by drawing up a corresponding report (Act of Damage) with the post office staff.

Export

If the international postal item has not been handed over to the addressee, the sender may request the change of address by completing the online form at this link and selecting “Переадресація” (“Change of address”). If the international postal item was pre-registered in the Online Personal Account on the Ukrposhta website, the request can be submitted from the postal item menu by clicking on the "Online Claim" button.

Not all countries accept requests to change the address/ change the name/ return.

Countries that accept such requests: Argentina, Pakistan, China, Israel, Switzerland, Mexico, Germany, Czech Republic, Lebanon, France, Norway.

Countries that do not accept such requests: Australia, Austria, the USA, Canada, the United Kingdom, Hong Kong, Denmark, Finland, Sweden.

You can check whether the country of destination accepts such requests by clicking the link.

In addition, you can also invite the addressee to contact their postal operator to request the change of address. Most designated postal operators charge a fee for this service.

Export

If the international postal item has not been handed over to the addressee, the sender may request its return by completing the online form at this link and selecting “Заявка на повернення відправлення” (“Return request”). If the international postal item was pre-registered in the Online Personal Account on the Ukrposhta website, the request can be submitted from the postal item menu by clicking on the "Online Claim" button.

Not all countries accept requests to change the address/ change the name/ return.

Countries that accept such requests: Argentina, Pakistan, China, Israel, Switzerland, Mexico, Germany, Czech Republic, Lebanon, France, Norway.

Countries that do not accept such requests: Australia, Austria, the USA, Canada, the United Kingdom, Hong Kong, Denmark, Finland, Sweden.

You can check whether the country of destination accepts such requests by clicking the link.

Postal operators of the countries that are members of the Universal Postal Union will return a postal item automatically if it is not delivered and if the storage time is terminated, etc. If the sender marked the postal item “Do not return” when sending it, it will not be returned under any circumstances.

The sender should complete the online form at this link (if the international postal item was pre-registered in the Online Personal Account on the Ukrposhta website, the request can be submitted from the postal item menu by clicking on the "Online Claim" button), attach the receipt and copy of the cover of the returned item. The designated unit will send a request to the postal operator of the destination country. If there was no reason for the return, the postal operator of the destination country will reimburse the shipping cost.

According to Art. 5 of the Universal Postal Convention, any international postal item (IPI) belongs to the sender until it is handed over to the addressee, and it is the origin country that is responsible for it. The sender should request a search by completing the online form at this link or by submitting a written request at the Ukrposhta post office, adding a copy / photo of the receipt. After the foreign postal administration approves the invoice, the sender will be reimbursed. Upon the sender’s written refusal from reimbursement, the reimbursement may be paid to the addressee.

If the international postal Item is still in Ukraine (or at least at the international mail exchange office), the sender may submit a written request and pay for the change of service at the post office.

If the postal item is already outside Ukraine, it is necessary to check the possibility of the destination country and to submit a request.

When all necessary information has been received to consider the request, feedback is given to confirm the acceptance of the request.

For requests for search of international postal items, the initial response shall be given within 30 days and the final response within 2 months.

For other matters, the review period is up to 30 days.

If the location of the postal item is not known, the customer may submit a written request for search (at the post office or online). An original or a copy of the payment document confirming the posting of the postal item shall be attached to the request for search. Also the following information shall be provided:

  • type and category of the postal item;
  • its ID number;
  • place and date of posting;
  • forwarding route (air or land);
  • description of the content;
  • postal addresses of the sender and the addressee (in Latin letters and Arabic numerals).

Requests for search can be submitted within six months from the day the postal operator accepted it.

For requests for search of international postal items, the initial response shall be given within 30 days and the final response within 2 months.

For other matters, the review period is up to 30 days.

You can check this information by following the link or at any Ukrposhta post office.

The list of content that is dangerous to be sent by post is available here.

You can read about export/ import customs clearance in the international delivery section at the link.

If you have any questions about customs clearance, please call the hotline: 0 800 300 545.

If your international postal postal item is held by a Customs authority, please contact directly the Customs unit that performs customs formalities at that office of international postal exchange where your postal item is located.

An international postal item with COD (cash-on-delivery) or customs charges will be handed over to the addressee only after they pay the amount of the COD (indicated in the postal money order form TFP3) or the amount of the customs charges (indicated in the postal money order form 115).

In addition to the amount of the COD or customs charges, the addressee will also need to pay for the transfer of the amount by the postal money order.

Import

International postal items are stored at the post office for one month after the day of arrival (EMS items are stored for 14 days). Upon the addressee’s written request, this period may be extended for an additional fee to up to two months after the day of the postal item arrival at the post office of destination. The storage period may also be defined individually in an agreement/ arrangement with a foreign postal service for a specific postal product.

Export

If an international postal item cannot be delivered to the addressee, it will be stored at the post office of destination. Every country has its own storage period. The addressee can contact their postal operator to extend the storage period (an extra charge may be required).

Ordinary: postal items are accepted by the post without issuing a payment document and are delivered/ handed over to the addressee without a signature.

The ordinary category includes:

  • postcards;
  • letters;
  • wrappers (only incoming to Ukraine);
  • small packages (only incoming to Ukraine);
  • M bags (only incoming to Ukraine);
  • postal items for the blind.

Registered: postal items are accepted by the post with issuing a payment document, are listed in the accompanying documents, and are delivered/ handed over to the addressee against a signature.

They can be tracked at special online services and during the search process.

The registered category includes:

  • postcards;
  • letters;
  • wrappers (only incoming to Ukraine);
  • small packets;
  • M bags (only incoming to Ukraine);
  • postal items for the blind;
  • insured postal items (only incoming to Ukraine);
  • parcels (insured, uninsured).

It is better to send such postal items as insured parcels, but not all countries accept postal items of this category (for example, the UK, Israel and Canada do not).

The declared value must correspond to the customs value of the content.

We are working to ensure the two-side exchange of delivery statuses of postal items in more and more countries. Parcels, EMS items, PRIME small packets are tracked in all countries for which these services are available.

Registered small packets and letters are not tracked in some countries.

The current list is available here.

In this case, the addressee shall contact the sender and ask them to submit a data correction request at their post office, because the sender is considered the owner of the postal item until it is received by the addressee (as required by the Universal Postal Convention).

The origin postal operator will transmit all the corrections to the destination postal operator, after which the postal item can be released for delivery in Ukraine.

According to Rules for the Provision of Postal Services, approved by the Resolution of the Cabinet of Ministers of Ukraine No. 270 as of 05.03.09, as amended (hereinafter referred to as the “Rules”):

  • international postal items (hereinafter referred to as the “IPI”), for which customs duties are accrued, are delivered at the postal service facility (Clause 102 of the Rules);
  • IPIs subject to taxation and duties (mandatory charges) shall be handed in to the addressee only after they pay the charges and pay for the postal money order to send the amount paid (in case such charges are paid asa a postal money order).

The addressee may contact the Customs Authority to request an adjustment of the amounts of taxes and duties (mandatory charges) in accordance with the legislation. In this case, the IPI shall remain at the post office for a period not exceeding two months after the date of its arrival (Clause 102 of the Rules).

A template of the request to adjust the amounts of accrued taxes and duties (mandatory charges) is available at the link.

There are a few important notes concerning the request:

  • the request shall be addressed and submitted to the customs office that accrued customs charges (one of the 4 customs offices of the State Customs Service: Kyiv, Halytska, Zakarpattia or Odesa);
  • the request shall be in writing and sent by the client to the postal or e-mail addresses specified in the template of the request;
  • the request is free of charge (no fee is charged by the customs for its submission and consideration);
  • the request shall be considered and resolved by the customs within a period not exceeding one month from the date of its receipt, and in some cases the period may be extended to forty-five days;
  • the request may be satisfied or rejected by the customs.

During the consideration of the request by the customs, the IPI, as already mentioned, will be kept by the post office.

At the same time, the storage period of the IPI in the premises of the postal service facility may be extended to up to two months upon the addressee’s written request at an extra charge.

According to Clause 110 of the Rules, an IPI is stored free of charge in the premises of the postal facility for five working days after its arrival at the postal facility, and for each subsequent day of storage, the addressee will be charged a storage fee in accordance with the tariffs established by the postal operator (the day of arrival and the day of delivery are not taken into account).

After the expiration of the established storage period, undelivered IPIs will be sent to the office of international postal exchange from which they were received.

Content of international postal items

The procedure for the provision of postal services, the rights and obligations of postal operators and users of postal services, and the regulation of relations between them are determined by the Rules for the Provision of Postal Services, approved by the Resolution of the Cabinet of Ministers of Ukraine dated 05.03.2009 No. 270 "On the approval of the Rules for the Provision of Postal Services".

According to Clause 37 of the Rules, it is prohibited to send, in particular, identity documents in international postal items (except for sending, in registered international postal items, international passports of Ukrainian citizens, as well as during the period of martial law or for the period ending on the last day of the month in which the quarantine imposed in Ukraine by the Cabinet of Ministers of Ukraine ends, passports of citizens of Ukraine, identity cards for returning to Ukraine).

The list of identity documents is defined by Article 13 of the Law of Ukraine dated 20.11.2012 No. 5492-VI "On the Unified State Demographic Register and documents confirming the citizenship of Ukraine, identifying a person or a person’s special status", which does not include such a document as a birth certificate.

Therefore, a birth certificate is not an identity document, which means it can be sent in an international postal item.

The procedure for the provision of postal services, the rights and obligations of postal operators and users of postal services, and the regulation of relations between them are determined by the Rules for the Provision of Postal Services, approved by the Resolution of the Cabinet of Ministers of Ukraine dated 05.03.2009 No. 270 "On the approval of the Rules for the Provision of Postal Services".

According to Clause 37 of the Rules, it is prohibited to send, in particular, identity documents in international postal items (except for sending, in registered international postal items, international passports of Ukrainian citizens, as well as during the period of martial law or for the period ending on the last day of the month in which the quarantine imposed in Ukraine by the Cabinet of Ministers of Ukraine ends, passports of citizens of Ukraine, identity cards for returning to Ukraine).

The list of identity documents is defined by Article 13 of the Law of Ukraine dated 20.11.2012 No. 5492-VI "On the Unified State Demographic Register and documents confirming the citizenship of Ukraine, identifying a person or a person’s special status", which does not include such a document as a birth certificate.

Therefore, a birth certificate is not an identity document, which means it can be sent in an international postal item.

It is allowed to send cash from Ukraine abroad only in an international insured parcel (not in an insured letter) in the amount not exceeding 10,000 EUR (according to the Regulation on the cross-border movement of currency values, approved by the Resolution of the National Bank of Ukraine Board No. 3 dated 02.01.2019).

When sending cash in an international insured parcel within the above mentioned limits, the sender shall fill in the customs declaration CN22/CN23.

Cosmetic products can be imported to Germany subject to the requirements of German national law. Contact the relevant German authorities for details (Guide for Acceptance of International Postal Items (2007), which contains information of all member countries of the Universal Postal Union on prohibited or conditionally admitted import of the items to these countries).

Yes, it is possible. Foreign currency in the amount not exceeding 300 Euro can be sent to Ukraine in international postal items (Instruction on the movement of cash and bank metals across the customs border of Ukraine approved by the Ruling of the Board of NBU No. 148 as of 27.05.2008, registered at the Ministry of Justice of Ukraine under No. 520/15211 as of 11.06.2008).

Yes, it is possible. International postal items containing pharmaceuticals for personal use in the amount required for medical treatment are allowed to be imported into Ukraine, if the addressee has the permission of the Ministry of Health of Ukraine (List of prohibited or conditionally admitted items to be imported into Ukraine).

“Ukrposhta” JSC, the national postal operator, cooperates with designated operators of the member countries of the World Postal Union, in case of the United Kingdom — with Royal Mail.

We recommend the sender contact the employee of the office where the item was made to find out the location of the parcel (in accordance with clause 121 of the Rules for the provision of postal services, approved by the Resolution of the Cabinet of Ministers of Ukraine No. 270 as of 05.03.09).

The postal administration of Canada has not informed about any prohibition or specific conditions for the import of coffee to the country. However, the “Wrapper” service was eliminated on 01.07.2023 р. You can send coffee in a small packet (in particular, small packet PRIME), a parcel or an EMS item. The maximum mass and dimensions of different types of postal items are available here.

An individual can send abroad no more than 10 kg of food in the original manufacturer`s packaging in one postal item.

No, this is not possible. Individuals are not allowed to send abroad alcohol or any other excisable goods in postal items.

Import. You can import only five brands of medicaments and medical devices registered in the Ministry of Health, 1 package of each brand If medicaments are not registered, you need to obtain a one-time permit from the MOH.

Export. The cost limit is up to 10 thousand EUR.

EMS postal items

EMS (Express Mail Service) is an international express delivery service that is carried out exclusively by air*

* During martial law and in connection with the closure of the airspace over Ukraine, transportation is carried out by land to the nearest hubs / airports of European countries.

Formula for calculating: Tariff for 1 unit + N × tariff per kg, where N is the number of kg in EMS item

Tariffs for EMS items can be found at the link.

Sending EMS with attachment of documents — 20 SDR + the cost of postal services for sending the shipment.

Sending EMS with commodity attachment — 75 SDR + cost of postal services.

Documents — 1 kg, goods — 30 kg, unless otherwise indicated by the recipient country.

EMS items are shipped open for shipment.

  • In terms of delivery, in the dimensions of shipments.
  • In the possibility of "Pre-delivery inspection" and address delivery.
  • In the forwarding method.

The total delivery time for EMS items to most countries of the world during the martial law in Ukraine is 10-14 days. The actual delivery time for EMS items from Ukraine to the most popular export destinations can be found here.

  • Firearms of all kinds and ammunition, parts of weapons, melee weapons and other items specially designed for attack and defense (brass knuckles, stilettos, cans of paralytic liquid, etc.).
  • Explosive, flammable or other dangerous substances, unless otherwise provided by law.
  • Narcotic drugs, psychotropic substances, their analogues and precursors included in the list of narcotic drugs, psychotropic substances, their analogues and precursors that are subject to special control in accordance with the law, and radioactive substances.
  • Permits for the right to bear arms, work books, military ID cards, identification documents (except for the passport of a citizen of Ukraine for traveling abroad).
  • Other items whose import is prohibited in the countries in accordance with the legislation and the UPU Acts.
  • Special technical means of secretly obtaining information, the list of which is determined by the Cabinet of Ministers of Ukraine.

In this case, he can apply to the customs authority, which carried out customs control and counted the payments with a statement on the adjustment (removal or reduction) of the amount of accrued taxes and fees (mandatory).

  • The name of the addressee and his mailing address are indicated in Latin (English) letters and Arabic numerals. The name of the country of destination is repeated in Ukrainian (in capital letters). If other letters and numbers are used in the destination country (that is, in cases where the mailing address is written in the language of the destination country), the name of the destination country is repeated in Latin (English) letters and in Ukrainian (in capital letters).
  • The name of the sender and his mailing address are indicated in Latin (English) letters and Arabic numerals. It is possible to indicate the mailing address in Ukrainian, but in this case the name of the country of the sender is repeated in Latin (English) letters.

The postal address (addressee, sender) of the EMS item must not contain abbreviated names or any signs that do not concern it. EMS shipments without indicating the name of the sender and his mailing address will not be accepted for forwarding.

The sender must sign to confirm the correctness of the data entered and assume responsibility for the enclosed item. In addition, the date must be indicated, which is the date of submission of the shipment for forwarding.

Postal item is returned in case of:

  • submission by the sender of a written application for the return of the shipment;
  • providing the addressee with a written refusal to receive the shipment;
  • expiration of the established storage period of the item;
  • the impossibility of delivery due to an incorrectly indicated address or its absence (washed off, torn off or damaged in another way) and for other reasons that do not allow the postal operator to fulfill the obligation to forward EMS items.

Compensation must be paid to the sender (addressee) no later than three months from the day following the day of the complaint.

No, EMS items are not insured. JSC “Ukrposhta” is liable for failure to provide or improper provision of EMS items.

5 days free of charge from the moment of receipt at the address post office (the day of receipt at the post office and weekends / holidays are not taken into account).

EMS items are stored at the post office for 14 calendar days, but at the request of the addressee, the storage period can be extended to a maximum of two months for a fee.

The addressee must present an identity document when applying for the parcel at the post office: a passport (including from the Diia app), driver's licence, and other identity documents in accordance with the law.

If the location of EMS items is not known, the customer can file a tracing request (at the post office or online). The original or a copy of the payment document for acceptance of the postal item, as well as the CN 23 EMS customs declaration form, must be attached to the search request. In addition, the following data must be provided:

  • type and category of the postal item;
  • its number;
  • place and date of acceptance for forwarding;
  • the way of forwarding (air or ground);
  • a list of the mail item's enclosures;
  • postal address of the sender and recipient (in Latin letters and Arabic numerals).

In the case of a request for an international postal item, the initial response is provided within 30 days, and the final response within 2 months. For other issues, the processing time is up to 30 days.