Everything you need to know for the end-of-year rush!
The end-of-year peak is the period when webshops receive many more orders than during the rest of the year. Together with PostNL, we’ve made preparations to handle this peak as well as possible. You’ll find the most important information about the peak period on this page. For current updates, please check out our live blog!
On this page you will find the following:
- All important changes in one overview.
- Modified PostNL supply and delivery dates.
- Peak surcharges.
- Manage your customers’ expectations.
- Changes to the pick-up service.
- What to do in the event of a delayed/missing parcel?
- What to do if your shipment is damaged.
- All about packaging and wrapping?
- Opening hours and accessibility.
All important changes in one overview.
During the holiday season, there are a lot of important deadlines and changes to keep in mind. We have listed the most important changes for you in our end-of-year calendar, it’s that easy! With this, you will not be faced with surprises during the end-of-year period. Print out the calendar, hang it up, and never forget an important deadline!
Please take the modified supply and delivery times into account.
Together with PostNL and DHL we do everything in our power to ensure that your customers receive their orders on time. However, it’s unavoidable for some mail and parcels to not be delivered within one day. You can help reduce the risk of delay by delivering shipments on time and spread throughout the week. If possible, try to avoid Mondays and deliver parcels as early in the morning as possible. Please take modified supply and delivery times into account.
In order to process and deliver as many parcels as possible during the busy end-of-year period, carriers are taking extra measures. More staff and equipment will be hired especially for this period. To partly offset the costs for this, carriers will apply a peak surcharge. From 20 November to 31 December 2021, a peak surcharge will therefore apply to parcels that are sent via PostNL with a destination within the Netherlands, within Europe, outside of Europe and parcels that are returned by the recipient. The peak surcharge is €0.25 and will be charged on top of your regular price for sending a parcel.
Manage your customers’ expectations.
Despite all the preparations, delivery times may be longer than your customers are used to during the end-of-year peak. Avoid disappointment and let your customers know that delivery times may be longer, and be cautious about offering guarantees on the delivery of orders. In addition, you can offer discounts and encourage customers to order earlier in order to spread out the load for yourself and for carriers as much as possible.
Changes to the Collection Service.
- During the end-of-year period, the Collection service will take place earlier on various days. On public holidays there will be no Collection service at all. Click on the button below for an overview of the changes and see if they will affect your logistics process.
- Do you want to have more parcels collected than usual around Black Friday, Sinterklaas or Christmas? Then send us your schedule via firstname.lastname@example.org before the deadlines shown on the right.
- Pack your orders as small and efficiently as possible. This allows you to optimally use the space on the roll container or in the mail bags. Need suitable packaging? Then take a look in our webshop.
NB! During the end-of-year period, it regularly happens that Collection Service shipments remain on ‘Pre-registered’. This makes it seem as if the shipments have disappeared, while they are already present at the depot. Keep this in mind! Is the status of your shipments unchanged after 3 working days? Then please contact us.
|Black Friday and Sinterklaas||Sat 19 Nov till Sun 4 Dec||Mon 10 Oct|
|Between Sinterklaas and Christmas||Mon 5 Dec till Sun 18 Dec||Mon 24 Oct|
|Christmas and New Year’s Day||Mon 19 dec till Tue 3 Jan||Mon 7 Nov|
All about packaging and wrapping.
During the holiday season, you will find festive packaging in our webshop. Do you want to surprise your customer with a different packaging during the holidays? Then order it on time! Due to the expected crowds, delivery times can be longer than you are used to. In addition, package all your orders as compactly as possible, ensure that the (print) quality of your shipping label and barcode is in order and stick your shipping label on the largest side of the package, at the top right.
What to do in the event of a delayed/missing parcel?
There are a number of things you can do when your shipment has not been received by the correct person and you think it is delayed or lost. However, frequently the shipment is still underway to the recipient. Read our blog on what to do in case of a delayed or suspected missing parcel.
What to do if your shipment is damaged?
If your customer receives a damaged parcel, you can submit a claim for damages through your account. To be eligible for compensation, the shipment needs to meet a number of PostNL conditions. You need to submit a claim and send all of the details within seven calendar days after the shipment’s last scan. In our blog we explain how to file a claim.
Opening hours and accessibility.
Can’t figure something out? For an answer to your question, take a look at our knowledge base or submit a case through your account. Then we will be able to help you more effectively. Your personal case overview allows you to keep track of the most current status of each case. You can also respond here and close cases yourself once they have been solved.
- Saturday 24 December: 8am – 4pm
- Sunday 25 December: closed.
- Monday 26 December: closed.
- Saturday December 31: 9am – 5pm
- Sunday 1 January: closed
Opening hours 20 November to 31 December:
|Monday||8am – 6.30pm|
|Tuesday||8am – 6.30pm|
|Wednesday||8am – 6.30pm|
|Thursday||8am – 6.30pm|
|Friday||8am – 5pm|
|Saturday||9am – 5pm|