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 refer to this page.
On this page you will find the following:
Please take the modified supply and delivery times into account.
Together with PostNL, 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 PostNL’s 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 and existing surcharges 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 PostNL 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 here for an overview of the changes and see if they will affect your logistics process.
- Do you have a structural Collection service and are you closed on one or more days outside of official holidays? Please let us know in time at firstname.lastname@example.org so that we can cancel your structural pick-up service on the dates in question.
- Do you also expect to ship more during the peak period and do you want to request extra volume for certain days? Please let us know as soon as possible at email@example.com so that your application can still be submitted. Bear the pallet size in mind.
All about packaging and wrapping.
There is a cardboard shortage at the moment, which may lead to longer delivery times when ordering packaging. You should therefore order your packaging on time. In addition, you should pack all your orders as compactly as possible, ensure that the (print) quality of your shipping label and barcode is good and stick your shipping label on the largest side on the top of the parcel. Read all the packaging tips in our blog.
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.
- Friday, 24 December 7:00 a.m. to 5:00 p.m.
- Friday, 31 December: 7:00 a.m. to 5:00 p.m.
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|