Search results

FAQ

Showing 1 - 5 of 39 results

Your Parcel Locker address must include your name, 10-digit APCN (Australia Post Customer Number) and the address of your chosen Parcel Locker.

Here’s the format to follow:

Name: <First name> <Last name>
Address line 1: Parcel Locker <10-digit APCN>
Address line 2: <Street address of Parcel Locker>
Address line 3: <Suburb> <STATE> <Postcode>

Here’s an example:

Jane Citizen
Parcel Locker 1234567890
Shop W11, 111 Bourke Street
MELBOURNE, VIC 3000

Don’t forget to include the 10-digit APCN every time you want a parcel delivered to your Parcel Locker address. This 10-digit number, along with your name, is how we check that it’s your parcel.

Was this helpful?

If you’d like extra peace of mind when sending an item, you can add Extra Cover. It provides loss or damage cover up to the specified value of your item (from $100 up to $5,000) while it’s being carried by Australia Post.

For more information on Extra Cover, explore our optional extras for sending parcels in Australia or sending parcels overseas.

Was this helpful?

If you have purchased something from an online retailer and wish to return it, it is important to note that every retailer will have their own policy and process.

The best thing to do is check your receipt or package contents for information about the retailer's returns policy. If you can't find any information, visit their website or call them directly.

View Return a parcel for more information on how to make a return through Australia Post.

Was this helpful?

We do not offer insurance for items we carry, but most of our services all come with $100 worth of cover included for loss or damage.

If you’d like extra peace of mind when sending an item, with most services you can add Extra Cover – it provides loss or damage cover, up to $5,000.

If you don’t purchase Extra Cover and your item is lost or damaged, you may still be eligible for compensation of up to $100. We offer this for most items you’ll send with us, with eligibility of claims assessed on a case-by-case basis. A refund of postage may also be payable.

Extra Cover and any compensation offered under the Australia Post Terms and Conditions are in addition to any rights and remedies you may have under the Australian Consumer Law.

When sending articles within Australia with us, with most services you can purchase Extra Cover for an additional fee at $2.50 per $100, or part thereof, of your item’s value up to $5,000 (noting that some services have $500 cover limits).

When sending articles overseas with us, there are services where you can purchase international Extra Cover at $4.00 for each $100, or part thereof, of your item’s value up to $5,000 (noting that some services have $500 cover limits).

Learn more about what’s not eligible for Extra Cover.

Was this helpful?

Only paper items such as letters and documents should be sent inside regular paper envelopes.

Any other items could easily be damaged or lost in transit, and so shouldn’t be posted in regular paper envelopes. Some examples include:

rigid or inflexible items like keys, pens, USB sticks or CDs, which could be damaged by our machines or torn from the envelope and lost
bendable or crushable items such as photographs or certificates, which could easily be bent or creased

How to make sure your item is packaged correctly

We’ve put together some packaging hints and tips to help you make sure your item arrives safely.

You can also check out our mailing boxes, bags and other packaging options. They’re available at Post Offices, with some available to buy online in bulk.

Was this helpful?

Oops, something went wrong

Unfortunately we're unable to load FAQ results at the moment, but we're working hard to fix the problem.

Try one of the helpful links or contact us

Need more help?

Enquire online

Select an enquiry type, tell us the important details and we'll be in touch.

Chat

See if our chatbot or one of our live agents can help.

Call us

8am–6pm, Monday–Friday (except national public holidays).

In Australia

13 POST (13 7678)
From overseas

+61 3 8340 7238
Hearing or speech impaired?

Call us with help from the NRS
Don't speak English?

Call us with help from the TIS

Back
Help with
A parcel on its way
Topic Heading
Tracking your parcel, expected delivery dates, or delays and disruptions.
1. Taking longer than expected
2. Redirect parcel or change address
3. No recent update
4. Tracking support
  1. What your status means
  2. Expected delivery date
  3. Lost tracking number
  4. Help with tracking
5. International parcel
  1. Missing or lost item
  2. Tracking
  3. Customs
  4. Delays and disruptions
6. Delays and disruptions
Back
Help with
Collection and delivery options
Topic Heading
Redirect a parcel, Safe Drop, or parcel collection locations.
1. Requested delivery but parcel at Post Office
2. Redirect parcel or change address
3. Leave in a safe place (Safe Drop)
4. Collect on your behalf
5. Parcel Collect
6. 24/7 Parcel Lockers
7. Post Office Box
Back
Help with
A delivered parcel
Topic Heading
Find a delivered parcel, damaged parcels, or how your parcel was delivered.
1. Delivered status but parcel not received
2. Requested delivery but parcel at Post Office
3. Damaged parcel
4. Left in unsafe place
5. Return to sender
Back
Help with
Other products and services
Topic Heading
Mail, sending a parcel, ID and documents, accounts, and more.
1. Mail
  1. Wrong mail received
  2. New mail redirection or hold
  3. Change or cancel mail redirection or hold
  4. Check your mail redirection or hold is working
2. Sending your parcel
  1. Pricing
  2. Packaging and preparing your parcel
  3. Printing postage labels
  4. Express Post
  5. Registered Post
  6. MyPost Business returns
3. International
  1. Tracking
  2. Sending
  3. Missing or lost item
  4. Customs
  5. Delays and disruptions
4. Money and insurance
  1. Western Union and Foreign Currency Cash (Travelex)
  2. Australia Post Gift Card by Mastercard
  3. Everyday Mastercard
  4. Travel Platinum Mastercard
  5. Insure your parcel
  6. Travel insurance
  7. Car insurance
  8. Home and contents insurance
5. ID and documents
  1. Passports
  2. TFN
  3. Digital ID
  4. Police check
  5. ID check
6. Accounts and settings
  1. Australia Post account
  2. MyPost Account
  3. MyPost Business Account
7. Post Office
8. Online Shop

Search results

FAQ

How should I address a parcel being sent to a Parcel Locker address?

Was this helpful?

When using the online sending solution, when should I include Extra Cover?

Was this helpful?

I am a consumer and have purchased goods online. How do I return my purchase to the retailer?

Was this helpful?

Can I buy cover or insurance for items I send in the mail?

Was this helpful?

Are there restrictions on what I can send in an envelope?

Was this helpful?

Load more (34 more results)

Oops, something went wrong

Need more help?

Enquire online

Chat

Call us

Search or browse Categories

Find answers to common questions

Help with

A parcel on its way

Topic Heading

Help with

Collection and delivery options

Topic Heading

Help with

A delivered parcel

Topic Heading

Help with

Other products and services

Topic Heading