Z-BOXY

How do the boxes work?

I.

Order parcel delivery to a box.

II.

You will receive a text message with the pickup code.

III.

Enter the code on the screen.

IV.

The parcel is yours.

Frequently asked questions

How large parcels will fit in an Z-BOX?

Parcels weighing up to 15 kg and sized up to 50 × 50 × 50 cm.

How can I pick up a parcel from an Z-BOX?

The pickup is very fast and intuitive. Just enter the pickup code you will find in the text or email notification or in the mobile application. Remove your parcel from the open locker, close the locker – and that’s it.

For a cash-on-delivery parcel, the pickup code will only become available after the cash-on-delivery amount has been paid online.

Why don’t I have a pickup code in my delivery notification?

This is most likely a cash on delivery parcel. In this case, you’ll need to pay the cash on delivery amount first, following the instructions provided in the delivery notification.

After paying the cash on delivery fee, you’ll receive a message with your pickup code.

Can I send a COD parcel to an Z-BOX?

Yes. However, the COD amount must be paid online before picking up the parcels. Use the link in the received notification to make the payment. The COD amount can also be paid in the Balíkovna mobile application or through Apple Pay or Google Pay. Boxes do not accept card payments.

You will be notified by email or SMS and receive the pickup instructions as soon as the parcel is placed in the OX Point Box. They will include a link to the payment gateway for a safe payment of the COD amount.

After paying the cash on delivery fee, you’ll receive a message with your pickup code.

How long will a parcel in an Z-BOX wait?

Typically, your parcel will stay in the Z-BOX 2 working days.

Can I extend the pickup time?

The pickup time cannot be extended. Your reservation of a locker for the parcel is for a precisely set limited period of time.

What if the parcel fails to fit into the chosen Z-BOXu?

Your parcel will be ready for pickup at the most convenient alternative pickup location. We will do our utmost to place it in a different Z-BOX.

From which Z-BOX can I send a parcel?

It is currently not possible to send parcels from Z-BOX.

What happens if I do not manage to pick up the parcel?

The parcel will be sent back to the sender.

Can I use an Z-BOX to send parcels ordered on Vinted or Aukro?

No, sending parcels is not possible.

Self-service boxes - first aid

What to do if the locker (e.g. the display) isn’t working and you can’t collect or send a parcel?

Each locker has a customer support phone number displayed. Please call, state the location of the locker, and follow the operator’s instructions.

If you cannot collect your parcel, call the Balíkovna helpline on 218 218 218. The incident will be recorded and your parcel will then be stored at the nearest Balíkovna at a post office.

If you cannot send your parcel, please use another locker. You may also try collecting or sending the parcel later.

What to do if the parcel you collect from the locker is damaged?

Parcels should not arrive damaged, but if you find yours is: Do not leave it in the locker – please collect it.

Photograph the parcel immediately in the condition you found it (ideally still in the locker). If you cannot take a photo, you must present the parcel for a claim in the same condition, including both outer and inner packaging.

A claim must be made at any Czech Post’s branch within 2 working days of collection. Full details of the claims procedure.

What to do if you entered the correct PIN but the locker door got stuck and you can’t reach your parcel, while the parcel status shows as collected?

Please call the Balíkovna helpline on 218 218 218. The incident will be recorded and your parcel will then be stored at the nearest Balíkovna at a post office.

What to do if the locker did not open even though you entered the correct code?

First, check that you really entered the correct code and that you are at the correct locker – your notification always contains a direct link to the parcel’s location.

Try the action again after a short while.

If the locker still does not open, contact the locker’s customer support. The phone number is displayed on every locker. Provide the parcel number, the locker’s location, and describe the problem.

Then call the Balíkovna helpline on 218 218 218. The incident will be recorded and your parcel will then be stored at the nearest Balíkovna at a post office.

What to do if the parcel in the locker is not yours?