FAQs

I am new to SendOn, What do I need to do to apply for the service?

You just need to register here

Are my personal details kept private?

Yes, we treat your personal information as private and confidential. Your personal details will not be forwarded to third parties and, in conformity with the Data Protection Act, the personal details supplied will only be used for correspondence related to SendOn and other services that may be offered by MaltaPost from time to time.

How does this work?

This service gives you the benefit to purchase from online sellers in the EU, the UK, USA and Hong Kong.

As soon as you register, you will immediately receive your SendOn code (ex. JB001MT) and the addresses to use when you shop online. When shopping online you need to ensure that your name, immediately followed by the SendOn code, is correctly entered together with the appropriate hub delivery address supplied by MaltaPost.

Ex. Joe Borg JB001MT
Intersped Logistics (UK) Ltd
MALTAPOST,
66 Hailey Road,
Erith Kent DA18 4AH

Your Malta address is to be used solely for credit card verification or initial registration with a ‘broker’ such as PayPal.
The online seller will send the items you ordered to the hub address provided. And this will be on-forwarded by MaltaPost to Malta.

When ordering from the USA and Hong Kong, duty and VAT charges may apply. You will also have to declare any items originating from these countries. For this reason, we will send you an email asking you to declare your item and to present an invoice through the MaltaPost portal. Following the declaration our partners will ensure that these items are forwarded to Malta. 

Upon receipt of the items in Malta, MaltaPost will label the item with your address in Malta and send you an email informing you of the date of the delivery including any delivery/customs charges. These charges are to be paid online through your SendOn account. Once these charges are paid online the item delivered to your address.

Where do I insert my SendOn code in the shipping address?

Your SendOn code will look something like this: Joe Bloggs JB001MT, followed by the hub address. It is very important to include your SendOn code as we rely on this to be able to deliver your item to you. If you do not include the code, it will be very difficult for us to do so. MaltaPost shall not be held liable for mis-/non-delivery of items received without the SendOn code.

Are my SendOn addresses valid in their respective countries?

The SendOn addresses are all valid in their respective countries. They are the addresses of MaltaPost’s hubs in the Italy, Sicily, Germany, UK, USA and Hong Kong.

What will my SendOn address look like?

Your SendOn addresses will look like this. This is only a sample. You have to register here to get your unique SendOn code.

UK Priority Shipping

Name, Surname, Code

How much does the service cost and how can I pay for deliveries?

To calculate the cost of shipping please visit our SendOn calculator on the MaltaPost portal and choose your desired hub, indicating the weight of your item and its dimensions and whether you would like to add insurance. You will then be given the approximate cost of your shipping. As soon as your item arrives in Malta, you will receive an email with a link to our payment portal. Your SendOn item will be delivered to your address or Easipik on the following working day upon receiving payment. Through this page you can also calculate the cost of insuring the item. 

Can I start shopping immediately once I have registered with SendOn?

Yes you can start shopping straight away after registering with SendOn and receiving your Sendon code and addresses.

Can I use the SendOn addresses to purchase from any online seller?

Yes, you can use your SendOn addresses to purchase from online sellers in the EU through our hubs in Italy and Germany. You can also shop from the UK, USA and Hong Kong online sellers through our hubs within these countries. 

Can I use my SendOn USA address to purchase goods from outside the USA?

You may only use your SendOn USA address to purchase items from the USA. Items from outside the USA may be returned to sender.

If I order more than one item will they be shipped separately or packaged together?

This depends on the seller you have bought the items from. If your items are consolidated and sent in one package, SendOn will treat it as one item. When buying more than one tem from the same seller, we recommend that you ask the seller to send your items together as one single package.

When using SendOn USA or Hong Kong items received in a single box or consolidated in the same box will be treated as one single item. Therefore customs, duty and / or Value Addeid Tax (VAT) will be calculated on the total price. It is recommended that items received in a single box/package will have one invoice declaring all items in the box/package.

Can I use SendOn for my business?

Yes, you can, but we recommend that you register your name and surname rather than your company name.

What if the vendor asks me for a telephone number?

SICILY

If the vendor asks for a telephone number in the Sicily, please use the following telephone number:

+39 095 220 1533

UK

If the vendor asks for a telephone number in the UK, please use the following telephone number:

+44 20 3287 6326.

USA

If the vendor asks for a contact number in USA, please use the following telephone number:

1 (603) 821-0905

Germany

If the vendor asks for a contact number in Germany, please use the following telephone number:

+ 49 0821 2170 8837

Hong Kong

If the vendor asks for a telephone number in Hong Kong please use the following telephone number:

+852 8198 0273

What are the maximum weight and dimensions for transportation of items through the UK and Germany hub?

PRIORITY - The maximum weight permitted for a package is 30kg and the maximum dimensions of the package are 150cm x 100cm x 100cm.

STANDARD - The maximum weight permitted for a package is 300kg and the maximum dimensions of the package are Length – 120cm, Width – 80cm, Height – 250cm

What are the maximum weight and dimensions for transportation of items through the USA hub?

The maximum weight permitted for a package is 50Kg and the maximum dimensions of the package are 120cm x 60cm x 60cm.

What are the maximum weight and dimensions for transportation of items through the Italy Hub?

The maximum weight permitted for a package is 300kg and the maximum dimensions of the package are Length – 120cm, Width – 80cm, Height – 250cm

What are the maximum weight and dimensions for transportation of items through the Sicily Hub?

The maximum weight permitted for a package is 300kg and the maximum dimensions of the package are Length - 120cm, Width - 80cm, Height - 200cm.

What are the terms and conditions of use for SendOn?

Click here for our Terms and Conditions.

What items are prohibited from shipping?

There are prohibited items which we cannot ship with SendOn. When sending items such as Seeds, Lithium batteries and aerosols, you are required to advise MaltaPost before purchasing. All information about this is available here.

Remember that it is your responsibility to ensure that the ordered items may be legally and safely imported into Malta.

I lost my password, what shall I do?

You may change your password by clicking here.

Can I use my SendOn Italy, Sicily or Germany address to purchase goods from outside the EU?

No, you may only use your SendOn Italy, Sicily or Germany address to purchase non-dutiable items from within the EU or whose contents are non-dutiable. Items from outside the EU will be sent back to the seller. This also applies if the item is suspected to be damaged.

Are there any customs duty and taxes included in the rates?

Rates quoted in the SendOn Rate Calculator are excluding and duty or tax charges.  All information related to Customs is available here.

Is it possible to use another name?

No, you may only use the name you used upon registration. If items arrive with a name other than your registered name, we won't be able to deliver the package.

What happens if I am not at home at the time of delivery?.

We will leave a notice in your letterbox, indicating the options available for collecting the item at your convenience. Requests for transfers to other Post Offices or to other addresses at this stage will be done against a charge

If I were to purchase an item which benefits from a commercial guarantee, may I still avail of this guarantee even if the item is sent and used in Malta and not the SendOn address?

We recommend that prior to effecting a purchase, you confirm with the seller that the commercial guarantee for the item is applicable also when sent to and used overseas i.e. Malta.

What is the PHO (Port Health Office) and /or the BIP (Border Inspection Post) fee?

Postal items may be inspected by the PHO (Port Health Office) including medicines and health products. The BIP (Border Inspection Post) veterinary services inspect imported live animals and products of animal origin. There is an administrative fee of €5 per packet that MaltaPost charges to cover the cost of processing these items including the physical conveyance of these items to the respective office and back and the time waiting for their release.

Most of the time I am at work and therefore it is unlikely that I will be at home to receive my item. How can MaltaPost help?

You can now choose to have your SendOn items delivered to any postal address including your home or work address, to any Post Office of your choice, or to an Easipik parcel locker. You can add or remove addresses or Post Offices whenever you want by following a couple of simple steps.

How does the Easipik parcel locker network work?

Before shopping online, log on to your SendOn account and go to ‘Edit Personal Details’ in the Quicklinks menu. 

Choose a parcel locker as the delivery address of your choice. Shop from online stores using your SendOn code together with the address of one of MaltaPost’s hubs in Europe, UK, USA and Hong Kong, as you usually do.

Upon delivery of your item in Malta, you will receive an email/sms to pay for your delivery online by following the link provided.

Please remember to close the locker door after collection of item.

I need to ship a bulky item with SendOn, what must I do?

Customers shopping for items heavier than 30kg from the EU, can forward these items to MaltaPost’s SendOn Italy, Sicily or Germany hubs and benefit from very affordable shipping prices.

The MaltaPost hubs which are equipped to ship bulky items are situated in Germany, Italy, Sicily and in the UK and are geared to ship heavier items than the previous weight allowance of 30kg. Thanks to this new service, customers can now shop for items weighing up to 300kg with dimensions of up to 120cm (L) x80cm (W) x 250cm (H). For items beyond this weight and dimensions, customers are asked to contact customer care on info@maltapost.com. This service is particularly attractive for businesses wishing to ship items in bulk as well as individuals seeking to purchase bulky items from the EU and the UK.

Are there any additional charges for using Easipik parcel lockers?

No there are no additional charges.

Where are the Easipik parcel lockers located?

More information is available here: www.maltapost.com/easipik

When can I access the locker?

This is a 24/7 service and you can access the parcel lockers at your convenience. Please note that your parcel will remain in the Easipik parcel locker for approximately 2 full days from when item is placed in locker. Following this, it will be forwarded to the (locality) Post Office counter to be picked up during normal opening hours. For Post Office opening hours, click here.

I deleted my pin code by mistake, what must I do?

Please contact our customer care on 21243324 who will generate a new pin code for you.

What must I do if I have an issue outside the Customer Care opening hours?

Please send an email to info@maltapost.com or a private message on our Facebook page. We will do our best to solve your issue as soon as possible.

What happens if locker door does not open?

If this occurs, first please check that all lockers are closed. Close any parcel locker that is left open. If this problem persists after closing all parcel lockers, please contact our Customer Care for further assistance on 21243324.

My parcel arrived in Malta and I have not received the Easipik pin code.

The probability is that your contact details are not updated, please click here to edit your details. If you need further assistance please contact our Customer Care on 21243324.

Will the actual cost vary from the estimate provided through the rate calculator?

The cost will vary only if the weight provided from the retailer is different from the actual weight on dispatch. Rates will include the weight of the packaging and labelling material. Rates include delivery to the client’s public street level address in Malta or Gozo. Additional charges will apply for delivery of items over 30Kg.
When choosing a UK, USA or Hong Kong hub, quotes rated through the online calculator do not include customs duty and/or VAT.

I am unable to collect my item from the Parcel locker in the next 72 hours.

Your parcel will remain in the Easipik parcel locker for the next 72 hours only. Following this, it will be forwarded to the locality's Post Office counter to be picked up during normal opening hours. For Post Office opening hours, click here.

What happens if I do not accept the item?

You will remain liable to pay the delivery and returns costs to MaltaPost.

I am shopping from eBay and when entering my SendOn USA address, I am notified that the shipping address doesn’t match postal service records. What can I do?

The zip-code recommended to use when shopping with eBay is 03063-1204. You may use this zip code when purchasing on eBay or any other website that does not accept the NH 03063 zip code.

I am shopping from Amazon Italy using the SendOn Italy address, and it is suggesting a different address.

The address recommended to use when shopping from Amazon Italy is

Via Gaetano Donizetti 30,
c/o Sifte Berti Spa,
Logistica/Ribalta 112 – MaltaPost,
Lainate, DAIRAGO, MI, 200045,
Italia

You may use this address when purchasing on Amazon or any other Italian website.

What are the opening hours of MaltaPost SendOn hubs?

UK Priority Hub - Monday to Friday 09:00 to 17:30
UK Standard Hub - Monday to Friday 08:30 to 17:30
Germany Standard Hub - Monday to Friday 08:00 to 12:00, 13:30 to 17:00
Italy Hub - Monday to Friday 08:00 to 12:00 and 13:30 to 17:00

I have paid online for my SendOn item but I did not receive the Easipik pin code.

There may be two reasons for this, either your details are not updated in our database or else there is a technical error. So first please ensure that your details are correct and update accordingly here. If you need further assistance please contact our Customer Care on 21243324.

Can I cancel my order once the seller ship my item to the hub?

Unfortunately this would not be possible. Once your item arrives at our hub this will be signed for and processed for shipping to Malta.

I would like to insure my SendOn online shopping. What must I do?

Follow these steps to purchase an insurance cover
1. When receiving the confirmation e-mail that the parcel arrived at our foreign hub click on the link to insure your parcel.
2. Click on the barcode of the parcel you wish to insure
3. Click on ‘Insure’