Rules for delivering postal items and money orders

In this document, Česká pošta, s.p. (hereinafter referred to as “the company”) provides basic information about the conditions that must be met for the proper delivery of postal items and postal orders to the location specified in the postal address, and draws attention to optional delivery options that may be requested by the addressee. The document also contains basic information on customs control of postal items from abroad and a notice on the necessary or possible ways in which the addressee can cooperate with the company during this control, as well as a notice on the conditions for accepting complaints about delivered postal items. Complete information on postal items is contained in the Postal Conditions of Česká pošta, s.p., - Basic Postal Services.

General provisions

The company ensures delivery every working day, once a day.
The method of delivery is determined by the postal service chosen by the sender. The company is obliged to fully respect the sender's wishes.
The addressee may only influence the method of delivery if this does not conflict with the contract concluded between the sender and the company.
If the company asks the addressee to pick up a postal item or a remitted amount of money at the post office or to perform another action necessary for delivery, it shall include instructions on how the addressee should proceed on the relevant document.
If the addressee's state of health prevents them from coming to the post office in person, the company shall, upon request, arrange for the following at the addressee's place of residence: a. delivery of the stored postal item or remitted amount of money, b. the receipt of requests referred to in points 11, 15, 18, 19, and 22.
Any post office shall, upon request, indicate which post office is designated as the address post office for a given address.

Delivery to mailboxes

The company delivers postal items and payment documents for remitted sums of money to mailboxes marked with the first and last name of the addressee, or at least with a last name matching that of the addressee, or with the name of the addressee.
The mailbox is usually located in a well-lit place near the entrance to the house, on the same floor as the entrance, so that it is easily accessible to the mail carrier. In the case of a family house in a garden that is not located on the boundary of the property, we recommend that the mailbox always be placed on the boundary of the property (i.e., on the fence at the entrance to the property/garden, etc.) so that the delivery person is not exposed to the risk of injury during delivery. It must be large enough and in good technical condition. The addresses of the recipients must be clearly marked on the mailbox in sufficiently large letters so that the mail carrier can find the mailbox easily and quickly. Upon request, the company will recommend a suitable type of mailbox, explain any ambiguities, etc. Compliance with these principles is essential if the delivery of postal items and payment documents for remitted sums of money is to proceed properly and to the satisfaction of the addressees. Failure to comply with these principles may result in the return of the postal item or postal order to the sender.
It is necessary for the apartment building to be accessible at the time of delivery. If this condition cannot be met, the company recommends providing one or two doorbells with the Czech Post logo (a sticker with the logo can be obtained
The apartment building must be accessible at the time of delivery. If this condition cannot be met, the company recommends placing one or two doorbells with the Czech Post logo (stickers with the logo can be obtained free of charge at the post office) to provide access to the building. A prerequisite is the permanent presence of a person who will open the building after the doorbell is rung (e.g., a receptionist, security guard, etc.). Access to apartment buildings can also be ensured by handing over the keys to the building to the post office that delivers the mail. The post office will take these keys free of charge.

Delivery to individuals at their place of residence

Postal items that require confirmation of receipt by the recipient are delivered by the company to the address specified in the addressee's address, unless another method of delivery has been agreed upon.
The addressee may stipulate at any post office that postal items addressed to him and money orders should be delivered only to him or only to persons residing in his apartment.
If the addressee does not choose the procedure under point 11 and if this does not conflict with the contract concluded with the sender, the company may, in the event of the addressee's absence from the apartment at the time of delivery, deliver the postal item or money order to another suitable person over the age of 15, in particular a neighbor, etc. In such a case, the company shall place a notice in the addressee's mailbox stating to whom and when the postal item or postal money order was delivered.
It is necessary to place information in the area next to the mailboxes to facilitate orientation in the building (an overview of individual apartments according to their location on individual floors, etc.). This information is not necessary if the apartment is easy to find.

Delivery to individuals at the post office

The company will only release postal items or money orders deposited at the post office to the addressee. However, if the addressee wishes the company to deliver them to another person, they must authorize that person in writing. Authorization means a „Recipient Card" issued by the post office or a certified power of attorney. The addressee may request a recipient card at any post office. Delivery of a postal item or money order to a person other than the addressee is not possible in the case of postal items or money orders which, by decision of the sender, may only be delivered to the addressee in person.
The company may only deliver a postal item or money order to a person who proves, by means of a valid personal document (ID card, passport issued in the Czech Republic, driver's license issued in the Czech Republic, foreigner's personal document allowing him/her to stay in the Czech Republic), that he/she is the addressee, the addressee's representative, legal representative of the addressee, or representative of the legal representative of the addressee. Postal items or money orders that, according to the sender's decision, may only be delivered to the addressee in person may not be handed over to anyone other than the addressee.
A postal item or remitted sum of money may only be collected within the period notified to the addressee. This period may be extended at the written or verbal request of the addressee, with the exception of money orders, up to one month, unless prevented by an agreement with the sender (the sender may request an extension or reduction of the storage period when posting the item). The request may be made on a one-off basis for a specific, already stored item, or on a long-term basis for all postal items that will be delivered to the addressee.
If the addressee is unable to collect the postal item or money order at the post office specified in the notice, they may request in writing or verbally that the depository post office prepare the postal item or money order for collection at another post office. The request may also be made permanently, for all postal items and money orders that will be delivered to their postal address, in writing at any post office.

Deliveries to legal entities

Deliveries to legal entities are subject to similar principles as deliveries to individuals. Česká pošta, s.p. recommends that an authorized representative of the legal entity discuss the details with the addressee in its interest.

Special delivery methods

The addressee may agree with the company that they will collect their postal items and remitted sums of money or payment documents for remitted sums of money at a selected post office. Such an agreement may also include the rental of a post office box.
The addressee may request the company in writing that postal items and money orders addressed to them be forwarded to a location other than the one specified in the postal address.
In regional capitals and selected cities, there is at least one post office where postal items and remitted sums of money are also issued on Sundays and public holidays. This applies to all types of stored items and items for which the addressee has requested a change of storage post office in accordance with point 19.

Customs inspection of postal items from abroad

Customs inspection is carried out in accordance with international regulations and the customs regulations of the Czech Republic. As a rule, it is carried out without the addressee being present.
If the addressee's participation is necessary for customs clearance or if the addressee is required to perform an action, obtain documents, etc., the company will notify the addressee of the customs authorities' requirements. If the addressee does not perform the action requested in such a notification within one month, the company will return the shipment to the sender abroad. The company may extend this period to two months at the request of the addressee.

Complaints about postal items

The sender or addressee may complain about the delivery of a postal item at any post office within one year of posting. Based on the complaint, the company will determine whether and how the postal item was delivered. The condition for filing a complaint is the submission of the original or a copy of the posting receipt.
Similar rules apply to complaints about the delivery of postal items addressed abroad, with the exception that complaints must be made within 6 months of posting the postal item, except for EMS items addressed to countries for which a specific deadline is set in the International Postal Conditions for EMS Items. The deadlines for handling complaints are not binding.
If, upon delivery to the address specified, it is found that the postal item is damaged, the item will not be delivered and will be stored at the post office, where the complaint will be dealt with.
Damage can also be claimed retrospectively, but only if it was not apparent at the time of delivery. Such a retrospective claim is only possible within two working days after delivery. It is best to make a claim for a postal item at the post office that delivered it. However, any post office will accept the complaint. The condition for an additional complaint is the presentation of the postal item in the condition in which it was delivered or, if this is not possible, credible evidence of this condition.
Similar rules apply to complaints about postal items received from abroad.

Complaints regarding transferred funds

Similar principles apply to complaints regarding transferred funds.

Basic information about delivery of mail and money orders