How to send a parcel

01

Create a parcel in the app

Fill in the recipient’s details, choose a delivery point or address, and complete the payment.

02

Prepare it for drop-off

Pack the parcel properly. Write the drop-off code from the app and the recipient’s name on it.

03

Send the parcel

Insert the parcel into a Z-BOX or take it to a Zásilkovna drop-off point within 5 days.

04

Track the delivery

You can follow the parcel’s journey from drop-off to pickup directly in the app.

Pack and label the parcel

01

Use a sturdy box or envelope.

02

Fill the parcel so the contents don’t move.

03

Seal it with tape (preferably in a cross pattern).

04

Write the drop-off code and the recipient’s name.

Clear guide

Q&A

Parcel parameters Mobile application Prices and payments Parcel drop-off Claims

The parcel parameters are as follows: 
Standard parcel
Maximum weight: 5 kg
Maximum dimensions:
If the drop-off or delivery point is a Z-BOX: 60 × 45 × 35 cm
If the drop-off or delivery point is not a Z-BOX:  Total of all three sides max. 120 cm (e.g. 50 × 40 × 30 cm),  Longest side max. 60 cm
Minimum dimensions: 10 × 7 × 1 cm
Oversized parcel
Weight: 5–15 kg
Maximum dimensions:
If the drop-off or delivery point is a Z-BOX: 60 × 45 × 35 cm
If the drop-off or delivery point is not a Z-BOX:  Total of all three sides max. 150 cm (e.g. 60 × 50 × 40 cm),  Longest side max. 120 cm
Minimum dimensions: 10 × 7 × 1 cm
You can find the full price list for delivery at this link.
Anything that meets the parcel parameters and the terms and conditions. Common examples include clothing, children’s items, toys, books, textbooks and study materials, small electronics (mobile phones, power banks, laptops, action cameras, drones, small accessories, etc.), stationery, media (games, films, music on CD/DVD, etc.), gaming accessories, smaller sports equipment, and similar items.
Large, bulky or heavy items (furniture, tyres, refrigerators, TVs, etc.), liquids (laundry detergents, cleaning agents, alcohol, preserves, etc.), very fragile or sensitive goods (porcelain, glass, crystal, diagnostic devices, etc.), and dangerous or illegal items (drugs, explosives, flammables, etc.). You can find the full list of prohibited items in our Terms and Conditions.
If your parcel is smaller, larger, or heavier than our limits allow, it will be returned to the drop-off point without any entitlement to a refund of the postage fee. You will receive an email and an SMS informing you to pick up the parcel.
No, we do not deliver letter mail. The minimum dimensions for a parcel sent via Zásilkovna are 10 × 7 × 1 cm.
Every parcel must be packed so that both the outer packaging and the internal filling provide sufficient protection for the shipped goods. Here you can find a guide on how to pack a parcel properly. 
During transport, the parcel is exposed to various pressures (for example, in a fully loaded vehicle driving on a damaged road), which can roughly correspond to the parcel falling to the ground from a height of 1 meter. The packaging and internal filling must therefore protect the goods even under these conditions, as these pressures cannot be completely eliminated.
You need to have the Zásilkovna mobile app installed and a payment card with online payments enabled.
From the App Store or Google Play.
No, the app is required only for the sender. However, if the recipient does have the app installed, they will have a better overview of the parcel.
No, you must be connected to the internet when creating a parcel in the app — either via mobile data or Wi-Fi.
These details serve as important communication and identification channels. We will send all documents to your email (confirmation of receipt, payment, etc.). Your phone number is needed to pair your account with the mobile app.
The core principle of the #BetweenUs service is that most actions are handled outside of drop-off points. Thanks to this, queues do not form at drop-off and pick-up points — something we all appreciate.
The current prices can be found directly on our website and in the price list.
The fee for a COD parcel is 26 CZK. This amount is added to the final delivery price.  In the app, you must enter your bank account number, and within 2 working days after the recipient picks up the parcel, the COD amount will be paid to you.
The maximum COD amount is 10,000 CZK.
Sending a parcel via the mobile app with a value of 300–10,000 CZK? Add 0.50 CZK for every 100 CZK of value. In case of damage or loss, Zásilkovna will reimburse you for the actual damage. Parcels valued up to 300 CZK are always covered free of charge.
None. The app always shows the final price. You confirm the full amount in the last step before submitting the parcel.
Yes. We will send you an electronic payment confirmation to the email address you provided.
You can use the QR code payment option in the app.
Absolutely. This service is operated jointly by Packeta and ČSOB bank. Your data is fully secured and anonymised.
Every parcel must be packed so that both the packaging and internal filling provide sufficient protection for the shipped goods. Here you can find a guide on how to pack a parcel properly.

During transport, the parcel is exposed to various pressures (for example, in a fully loaded vehicle driving on a damaged road), which can roughly correspond to the parcel falling from a height of 1 meter. The packaging and internal filling must therefore protect the goods even under these conditions, as such pressures cannot be completely avoided.
You can find the list of our drop-off points here. Just tick the “drop-off point” filter and search for the one closest to you.
Yes. Once you give the password to the staff at the drop-off point, the parcel is physically accepted (its status in the mobile app changes), and we will send you an electronic confirmation to the email address you provided.
It depends on the destination. For example, within the Czech Republic, we deliver over 98% of parcels by the next day. We do not guarantee delivery times, but we do everything we can to deliver your parcel as quickly as possible.
Yes. You can currently send parcels to Slovakia, Hungary, and Romania. You can find the complete delivery price list at this link.
No, there is no age requirement.
For example, loss of a parcel, its destruction, damage, or missing contents.
Please contact us through the online form.
Please contact us through the online form.
Drop-off and pick-up points are contractual partners. The IT system they use does not allow them to process claims. This is to ensure that most actions are handled outside the branches, preventing queues.
A claim cannot be recognised if the parcel’s contents are damaged while the outer packaging shows no signs of damage. This indicates that the goods were not packed correctly. A claim also cannot be accepted if the contents are damaged during transport in cases excluded by our Terms and Conditions (e.g., very fragile or liquid items).
Until the parcel is collected at the pick-up point, it legally belongs to the sender. This means that in most cases, the sender submits the claim.  In our claim form, you will find versions for both sender and recipient. If you are not sure who should file the claim, choose either option.
30 days from the date of receiving the confirmation of parcel acceptance.
In case of loss or complete destruction of the parcel during transport, the sender will receive financial compensation corresponding to the parcel’s value. Each parcel is automatically assigned a value of up to 300 CZK when entered into the system, and this can be increased up to 10,000 CZK.
In case the parcel contents are damaged during transport, a claim process is initiated to determine the cause of damage. The quality of the packaging and internal padding is primarily evaluated. If the claim is recognised, compensation corresponding to the parcel’s declared value is paid out.
In case of missing contents, the matter is transferred to the Czech Police. In such cases, Zásilkovna will fully cooperate, including providing camera footage. If the claim is recognised, compensation corresponding to the parcel’s value will be paid out, and the remaining costs will be recovered from the perpetrator.

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