PostNL & postal services Netherlands
Parcels, pick-up points, customs, VAT and returns explained for expats
Newcomers frequently run into the same postal surprises: QR-code stamps, missed-delivery cards with strange codes, pick-up points in supermarkets, and unexpected VAT bills on packages from the UK or US. This guide explains how PostNL and the Dutch parcel system work, from pick-up points and lockers to customs and import VAT on international orders.
Whether you are ordering from bol.com or Amazon.nl, receiving a parcel from home, or shipping something back to the UK or US, understanding how the system works saves real time and money. See also our Dutch apartment essentials checklist for what to order when you first arrive.
Table of contents
Who does what: PostNL, DHL, UPS
For everyday mail and online orders you will mainly encounter three types of carriers in the Netherlands. Understanding who handles what makes tracking and collecting parcels much less confusing.
PostNL
The main national postal and parcel operator. PostNL handles letters, letter-box parcels and a large share of domestic and international parcels. Most Dutch webshops use PostNL as their default carrier. Orange drop boxes for posting letters are a PostNL landmark across the country.
DHL eCommerce and DHL Parcel
The main competitor for e-commerce parcels. DHL has its own couriers, service points and lockers. Many larger webshops (including some Amazon.nl orders) ship via DHL. DHL's "Agreed Place" option lets you pre-select a safe drop location if you know you will not be home.
UPS, DPD, FedEx and others
Used by some webshops and for higher-value or international shipments. Each has its own tracking system and pick-up network. UPS My Choice and similar accounts let you redirect parcels once you have a tracking number.
Important for expats receiving packages from home: You always buy postage from the postal operator in the country where you send from, not from PostNL. The local operator (Royal Mail, USPS, etc.) hands the item to PostNL once it reaches Dutch territory.
How PostNL letters and parcels work
Letters
For normal letters and cards sent within or from the Netherlands, you use Dutch stamps or a digital code from PostNL, then drop the letter in an orange PostNL mailbox or hand it in at a PostNL service point. You can buy stamps at PostNL points (often inside supermarkets or Bruna bookshops) or online. PostNL now also offers QR-style digital stamps where you write a code on the envelope.
Parcels with track and trace
Most parcels from Dutch webshops arrive with a track and trace barcode (usually starting with 3S or 2S) plus the recipient's postcode. Here is how the process works:
- 1The sender hands over the parcel and receives a barcode.
- 2You enter this barcode and your postcode on the PostNL track and trace page or in the PostNL app.
- 3You see the current status and expected delivery day or time window.
- 4If delivery fails, track and trace shows whether the parcel will be re-delivered or taken to a PostNL point for pick-up.
If a parcel is too big for the letterbox, PostNL sends a courier who requires a signature or direct handover. Small flat parcels may go through the letterbox without any interaction required.
Pick-up points and parcel lockers
Missed deliveries and the card in your mailbox
If the courier comes when you are not home and the parcel cannot be left with neighbours or in a safe place, they will put a card in your mailbox with a missed-delivery code and update track and trace. The parcel is then either re-delivered the next working day or taken to a nearby PostNL point.
Collect within 7 days
PostNL holds parcels at pick-up points for about 7 days. After that, the parcel is returned to the sender. Bring the missed-delivery code (from the card or the app) and a valid ID to collect.
PostNL points vs parcel lockers
PostNL points
Staffed counters inside existing shops (supermarkets, bookshops, petrol stations) where you can send parcels, receive them, and buy stamps. Usually open during shop hours. You need a code and ID to collect.
Parcel lockers (pakketautomaten)
Self-service units available 24/7 in many Dutch towns. You use a code or the PostNL app to open your locker and collect the parcel. These handle parcels only, not standard letter mail.
Pro tip: pre-select delivery to a pick-up point
When ordering from Dutch webshops, you can often choose a PostNL point or locker as your delivery address rather than home. You can also redirect a parcel in the PostNL app after it has been shipped, as long as the webshop allows it.
P.O. boxes and poste restante
Newcomers from countries with widespread private P.O. boxes often ask whether they can send mail to "the post office" for collection. Dutch practice is different.
| Topic | How it works in the Netherlands |
|---|---|
| Who can rent a P.O. box? | Only the named recipient. P.O. boxes are mainly used by companies on year-long contracts with PostNL, rarely by individuals. |
| Collecting with ID at any P.O. box | Not possible. You cannot address mail to an arbitrary P.O. box and collect it as a stranger by showing ID. |
| Poste restante | PostNL supports addressing mail to a specific post office for collection by the named recipient. This is for people without a fixed address and requires following PostNL's documented conditions. |
Customs, VAT and handling fees on international parcels
When a parcel comes from outside the EU, PostNL must declare it to Dutch customs and may have to collect VAT, import duties and a handling fee on delivery. This catches many expats off guard when ordering from the UK, US or other non-EU countries.
The €22 exemption no longer exists
Since 1 July 2021, the EU abolished the rule that orders under €22 were exempt from import VAT. Dutch VAT (generally 21%) is now charged on all commercial goods imported into the EU, regardless of value. There is no minimum threshold for VAT on purchases.
What you pay depending on parcel value
| Parcel type | VAT | Import duties | PostNL handling fee |
|---|---|---|---|
| Commercial purchase up to €150 | Yes (21%) | No | Yes |
| Commercial purchase over €150 | Yes (21%) | Yes (% varies by category) | Yes |
| Gift from private individual up to €45 | No | No | No |
| Gift from private individual over €45 | Yes (21%) | Possible | Yes |
How you are notified and how long it takes
PostNL sends a separate email, SMS or letter when customs charges are due, usually around the same time the parcel arrives. Track and trace also shows whether payment is required before collection. Most parcels clear within a few days, but expats report that 4 to 7 days or more is not unusual during busy periods. Plan ahead for peak shopping seasons like Black Friday and Christmas.
Practical tip: When ordering from outside the EU, factor in 21% VAT plus PostNL's handling fee (which covers customs declaration, potential inspection and storage). For items over €150, also budget for import duties, which vary by product category and country of origin.
Sending parcels from the Netherlands
Via PostNL
When sending from the Netherlands to another country, you buy international postage or a track and trace parcel label from PostNL's website, app or a PostNL point. For parcels going outside the EU, you complete customs information (CN22 or CN23 form) at the counter or online. PostNL or the destination country's postal service then handles clearance at the other end.
You never need foreign stamps when sending from the Netherlands. Only Dutch postage bought from PostNL or via partner outlets is required, regardless of the destination.
Via DHL, UPS, DPD or FedEx
Many webshops and individuals also use DHL eCommerce, UPS, DPD or FedEx for international parcels. DHL eCommerce offers home delivery, pick-up points and agreed-place safe-drop options. UPS Access Points and similar networks allow you to redirect parcels to local shops or lockers once you have a tracking number, often via a free online account.
Customs rules are the same regardless of carrier. Parcels from outside the EU sent to you may incur VAT and duties in the destination country based on declared value and product type, no matter which carrier you use.
Returns: Amazon, UK and US
Returning to Amazon (Amazon.nl or Amazon.com)
When returning an item to Amazon, your contract is with Amazon, not with DHL or PostNL. Amazon provides a pre-paid label and instructions via its returns portal. You drop the parcel at the indicated carrier point (often DHL, UPS or PostNL) and keep the drop-off receipt.
If the carrier loses the parcel, Amazon's policy normally requires them to refund you once you show proof of return (the drop-off receipt and tracking number), even if the carrier never delivers it. If support is slow, escalate via Amazon chat or phone, quoting the returns policy and your tracking evidence.
Key rule for all returns
Always contact the retailer first, not the carrier. Your legal contract is with the shop. The retailer must investigate with the carrier on your behalf. Keep every drop-off receipt and tracking confirmation.
Shop on Amazon.nl
Amazon.nl delivers across all of the Netherlands, usually within 1-2 business days. Prime members get fast delivery on millions of items for €4.99/month.
Returning items to the UK or US from the Netherlands
Follow the merchant's return procedure, which may use a pre-paid label, a local EU warehouse, or direct shipment back. If sending directly to a non-EU country without a provided label, you must fill out customs forms and declare the shipment as an export. Dutch customs treats it as an export and VAT or duties at the receiving end depend on the merchant's processes and whether they use EU schemes such as IOSS.
For most consumers, following the merchant's instructions and keeping proof of postage is sufficient. If the refund is delayed, escalate to the merchant rather than trying to resolve it with PostNL or DHL directly.
Lost or damaged parcels
If a domestic or international parcel sent via PostNL is lost or damaged, here is the general claim process. For parcels you have received from a webshop, always contact the seller first as they are PostNL's contractual customer and must resolve non-delivery or damage with you.
Damaged parcels
- File a claim within 7 calendar days of delivery
- Provide photos of the damage and the packaging
- Keep the original packaging and damaged item until resolved
- Provide the original invoice or proof of value
Lost parcels
- Wait at least 5 business days (domestic) past expected date
- For international, wait longer before filing
- File a claim within 30 days of shipment date
- Provide proof of value and shipment
If PostNL accepts the claim for an insured or trackable service, they may reimburse up to the declared item value (minus depreciation) plus shipping fees, according to their service conditions.
Practical checklist for new expats
To minimise postal stress in your first months in the Netherlands, work through this checklist. You can pair this with your broader moving to the Netherlands guide and our Dutch apartment essentials checklist so you handle both neighbourhood logistics and postal setup in the same first week.
Install the PostNL app
Register your address to see incoming parcels and redirect some deliveries to pick-up points or lockers before they are even attempted at home.
Locate your nearest PostNL points and parcel lockers
Usually inside Albert Heijn, Jumbo, Bruna bookshops or petrol stations. Parcel lockers offer 24/7 access with no queuing.
Watch track and trace and missed-delivery cards
Parcels are normally held at pick-up points for about 7 days. Act promptly or the parcel is returned to sender.
Budget for VAT and handling fees on non-EU orders
21% Dutch VAT applies on all commercial purchases from outside the EU from the first euro. Gifts up to €45 from private individuals are normally exempt.
Save all return receipts and tracking numbers
If a return goes missing, you need these to escalate with the retailer (not the carrier). Retailers are responsible for investigating with their carrier.
Frequently asked questions
Do I need Dutch stamps to send mail to the Netherlands?
No. You buy stamps from the postal operator in the country you are sending from (USPS, Royal Mail, etc.) and they hand the item to PostNL when it arrives in the Netherlands. Dutch stamps are only for mail sent from the Netherlands.
How do PostNL pick-up points and missed-delivery codes work?
If you are not home, PostNL leaves a card in your mailbox with a missed-delivery code and updates track and trace. The parcel is held at a nearby PostNL point (usually a supermarket or Bruna) for up to 7 days. Bring the code and a valid ID to collect it before it is returned to the sender.
What is the difference between a PostNL point and a parcel locker?
A PostNL point is a staffed counter inside an existing shop where you can send and receive parcels and buy postage. A parcel locker (pakketautomaat) is a self-service unit available 24/7 where you collect a parcel using a code or the PostNL app. Parcel lockers handle parcels only, not standard letter mail.
Will I have to pay customs or VAT on packages from the UK or US?
Yes, for all commercial purchases from outside the EU. Since July 2021 the old under-€22 VAT exemption was abolished. Dutch VAT (generally 21%) applies from the first euro on commercial goods. Import duties are added above €150. Gifts from private individuals up to €45 are normally exempt. PostNL charges a handling fee for customs clearance.
How long can customs clearance take for international parcels?
Most parcels clear within a few days. However, expats report that 4 to 7 days or more in customs is not unusual during busy periods or when additional information is needed. Track and trace shows when a parcel is awaiting customs clearance and when charges are calculated.
Can I send a parcel to a Dutch P.O. box for someone to collect with ID?
Not in the way you might expect from other countries. In the Netherlands, only the named recipient can rent a P.O. box, and they receive a key or code. You cannot address a parcel to any P.O. box and collect it by showing ID. For people without a fixed address, PostNL supports poste restante addressing to specific post offices under documented conditions.
Who should I contact if my Amazon return or DHL parcel goes missing?
Contact the retailer (Amazon or the webshop), not the carrier. Your contract is with the shop, not with PostNL or DHL. Provide your drop-off receipt and tracking number, and the retailer must investigate with the carrier and issue a refund under their returns policy.
Related guides
More practical guides for expats settling into life in the Netherlands.
Bol.com vs Amazon.nl
Which platform for which products
Dutch apartment essentials checklist
What to order when you first arrive
Supermarkets & grocery shopping
Albert Heijn, Lidl, Dirk and budget tips
Moving to the Netherlands
Complete relocation guide
Relocation budget Netherlands
€7,500–€14,500 pre-arrival cost breakdown
Waste & recycling Netherlands
Bins, GFT, PMD and deposit returns