Postal services
What does the ILR do (for me) ?**
- The ILR ensures a liberalized postal market, the provision of an affordable universal service of quality and user protection;
- It informs users and postal service providers about developments in the postal sector;
- It monitors Luxembourg’s postal market;
- It verifies that postal service providers are properly authorized or notified to provide services in Luxembourg (https://www.ilr.lu/acteurs-du-marche/#tab-services-postaux).
- It ensures the quality of the universal service provided by Universal Postal Service Provider in Luxembourg (POST Luxembourg);
- It helps consumers by offering them a mediation procedure.
Receiving parcels or letters.
- How do I know who delivers my parcels or letters?
- You can identify the postal service provider responsible for delivering your parcels or letters by the identification mark displayed on the envelope.
- You can identify the postal service provider responsible for delivering your parcels or letters by the identification mark displayed on the envelope.
- What can I do when the expected parcel or letter is delayed or does not arrive?
- If you do not receive a letter or a parcel, or if you receive a delivery notification without receiving any parcel or letter, first check if your delivery has been deposited at one of your neighbours or if it has been left at another access point (post office, gas station, grocery store, parcel-locker, etc.).
- If appropriate, contact the relevant postal service provider to clarify the situation. In case of online purchases, where you may not know the postal service provider responsible for delivering your order, also make sure to contact the seller or the e-commerce platform.
- If despite an initial exchange with the postal service provider, the problem is not resolved, send a written complaint to the postal service provider.
- If none of these steps results in a satisfactory outcome, you may submit a request for mediation to ILR’s mediation service to find an amicable arrangement with the postal service provider. Mediation procedures at the ILR can be provided in one of the three official languages (LU/DE/FR).
- As an alternative to the mediation procedure, you may also send a written complaint in one of the three official languages (LU/DE/FR) to the ILR, which will decide on the next steps.
- Can I be charged “customs fees” or “customs clearance fees”?
- If you are expecting a parcel from a country outside the European Economic Area (e.g. from the UK, USA, China, etc.), the postal service provider may have to carry out customs clearance, which will then be charged to you.
For more information on this subject refer to the Customs and Excise Administration website.
- If you are expecting a parcel from a country outside the European Economic Area (e.g. from the UK, USA, China, etc.), the postal service provider may have to carry out customs clearance, which will then be charged to you.
- I just received a supposedly fraudulent message about a parcel or suspect a scam.
- Never provide your personal or bank details or click on a link before having made sure that the message you received (via SMS, WhatsApp, email, etc.) was really sent by the indicated postal service provider and that he is actually aware of the information he is referring to in the message you received (e.g.: have you ordered a parcel?).
For more information on phishing and scams please contact: https://www.bee-secure.lu/ and https://police.public.lu/fr/prevention/arnaques/scam-par-sms.html)
- Never provide your personal or bank details or click on a link before having made sure that the message you received (via SMS, WhatsApp, email, etc.) was really sent by the indicated postal service provider and that he is actually aware of the information he is referring to in the message you received (e.g.: have you ordered a parcel?).
Sending parcels and letters.
- Can I freely choose my postal service provider?
- Yes, you may choose any postal service provider for sending your letters or parcels. To do so, please contact one of the postal service providers notified to the ILR (public register of postal service providers) or go to one of their offices.
- Some service providers target only professional clients and may refuse to handle your letters or parcels. Check with your chosen postal service provider which services he offers and, if necessary, choose another provider if the chosen one cannot meet your request.
- Yes, you may choose any postal service provider for sending your letters or parcels. To do so, please contact one of the postal service providers notified to the ILR (public register of postal service providers) or go to one of their offices.
- What are the rates for sending a parcel or letter?
- The prices for sending a parcel or letter may vary from one provider to another, also depending on the additional options you choose. We advise you to compare shipping rates and the quality of service offered. There are indeed differences in price and delivery speed, as well as in insurance and additional services, such as personal delivery, for example.
- The prices for sending a parcel or letter may vary from one provider to another, also depending on the additional options you choose. We advise you to compare shipping rates and the quality of service offered. There are indeed differences in price and delivery speed, as well as in insurance and additional services, such as personal delivery, for example.
- Is there a free choice of the postal service provider in e-commerce?
- This depends on the e-commerce merchant who usually selects the provider. However, some platforms offer a choice of shipping categories such as “free” or “premium.” The consumer sometimes also has the choice between several postal service providers. If necessary, please check this with the sender or your e-commerce platform beforehand.
- This depends on the e-commerce merchant who usually selects the provider. However, some platforms offer a choice of shipping categories such as “free” or “premium.” The consumer sometimes also has the choice between several postal service providers. If necessary, please check this with the sender or your e-commerce platform beforehand.
- It’s not the provider of my choice who delivers the postal item. Is this normal?
- It is possible that a subcontractor of the chosen provider is responsible for delivering the letter or parcel to the recipient. In case of doubts or questions, please contact the postal service provider initially chosen by the sender.
Some practical tips for sending and receiving parcels and letters.
- Always remember to write addresses correctly, this concerns both the recipient’s and the sender’s address. For most countries, you can use the following format:
| Company or administration name | |
| First name (e.g.: Claude) | Last name (e.g.: Mustermann) |
| House number (e.g.: 17) | Street (e.g.: Musterstraße) |
| // or the indication of a P.O. box (e.g.: B.P. 1234) | |
| Postal code (e.g.: L-1299) | City (e.g.: Bettembourg) |
| Country (e.g.: Luxembourg) | |
(Note for online publication: see exemple (Postcode type and position) and “Postal Addressing Systems” for more graphic details).
- Make sure your addresses are correctly provided on e-commerce platforms;
- Verify that your mailbox is labelled with your full name, as well as the names of other persons residing at your address;
- Ensure your doorbell bears your name;
- For single-family homes, make sure your house number is clearly visible;
- In case of long-term absence, order your provider for custody or have them forward your postal items (if they offer such a service), or ask a trusted person to take receive your deliveries.
What should I do if I want to send important documents or items?
- Always remember to indicate the sender and recipient on your shipments and in all documents to be completed.
- Verify if the chosen postal service provider offers options to track, insure, or secure the shipment of your parcel or letter.
- If you need a legal proof of delivery with a specific date of personal delivery, only a registered letter with acknowledgment of receipt is valid as a legal proof.
- If you are sending important or valuable items, opt for a “declared value” option that covers your shipment with insurance up to a certain value and allows for special handling ensuring traceable transport. Check with your postal service provider for details and conditions of such insurance.
- Some countries may prohibit the entry of shipments containing money and valuables into their territory, even if these are sent in declared value or registered shipments. Always verify this with your postal service provider before sending your shipments.
Do I need a sticker (e.g.: Keng Reklammen w.e.g.) if I do not want to receive commercial advertising in my mailbox?
Since 1 January 2024, it is prohibited to deposit unaddressed commercial advertising in mailboxes. Therefore, you no longer need “Keng Reklammen w.e.g.” stickers if you do not want to receive unaddressed commercial advertising.
I still receive flyers or information from political parties, my municipal administration or local associations.
This is allowed if it is no commercial advertising and/or the information comes from political parties, your municipal administration or local associations. The aim is to promote communication at local level and allow associations or political parties to communicate with the local population.
How to complain ?
- In case of loss or damage of a letter or parcel, or if you are not satisfied with the services provided, please contact the relevant postal service provider in writing as soon as possible to obtain information and find a solution.
- The ILR recommends sending your written complaint by registered letter with acknowledgment of receipt (AR).
- If this complaint is not answered by the postal service provider after a reasonable delay, or if you are not satisfied by the response you received, you may contact the ILR’s mediation service.
Mediation procedures at the ILR are possible in one of the three official languages (LU/DE/FR).
In case of an e-commerce purchase, please also contact the seller or the e-commerce platform, especially if you do not know the postal service provider responsible for delivering your order.
To avoid processing delays, it is essential to include in your request detailed documentation of your exchanges with the relevant provider(s), including:- Invoices,
- Contracts,
- General terms and conditions,
- Correspondence between parties,
- …