FAQs

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

You can use your SendOn addresses to purchase from online sellers in the EU through our hubs in the UK, Italy and Germany. You can also shop from USA online sellers through our hub in the USA.

2. How does this work?

This service gives you the benefit to purchase from online sellers in the EU and the USA particularly from those who do not deliver directly to Malta.

As soon as you sign up, you will immediately receive your SendOn code and the addresses to use when you shop online. Upon placing the order online you need to ensure that your name, immediately followed by the SendOn code, is correctly entered together with the apprpriate hub delivery address supplied by MaltaPost. 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. When ordering from the USA, duty and VAT charges may apply. You will also have to declare an item originating from outside the EU. For this, we will send you an email asking you to declare your item and to present an invoice. Following the declaration our partners will ensure that these items are rerouted to Malta. Upon receipt of the items in Malta, MaltaPost will label the item with your address in Malta, send you an email informing you the date of the delivery and the delivery cost, and deliver the item to your address on the next working day.

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

You just need to register here

4. 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.

5. 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
Unit 12 The Heathrow Estate
Silver Jubilee Way
Hounslow
TW4 6NF
United Kingdom

UK Standard Shipping


Name, Surname, Code
Knights of Old Limited
Goods In – Plant 1 (MaltaPost),
Kettering Parkway
Kettering  NN15 6XU
UK

GERMANY


Name, Surname, Code
Andreas Schmid Logistik Malta Plattform Halle 3 A
Welserstr. 6 
Gersthofen 
Bayern
D86368 
Germany

ITALY


Name, Surname, Code
c/o Sifte Berti S.P.A
Via Donizetti 30
Logistica / Ribalta 112 – MaltaPost
20020 Lainate MI
Italy

USA


Name, Surname, Code
472 Amherst Street 
Suite 716005 
Nashua, NH 03063 
United States


CHINA

Name, Surname, Code
5/F, ADP Pentagon Centre,
98 Texaco Road, 
Tsuen Wan, NEW TERRITORIES, NT12345,
HONG KONG (P.R. CHINA)

6. What is the difference between UK Priority Shipping and UK Standard Shipping?

If you are shopping from an online seller in the UK or any other country in the EU who does not ship to Malta, but ships to the UK, we can offer you an address in this country. SendOn offers two options for shipping services from the UK.

  • Priority Shipping for items up to 30Kg with dimensions up to 150cm x 100cm x 100cm which will arrive in Malta or Gozo in around 7 working days
  • Standard shipping for items up to 300Kg with dimensions up to 120cm x 80cm x 250xm which will arrive in Malta or Gozo in around 12 working days

7. Should I insert my SendOn code in the shipping address?

Your SendOn code will look something like this: Joseph Borg 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.

8. 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 UK, Italy, Germany and USA.

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

To calculate the cost of your shipping visit our SendOn calculator 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. Payment will be done upon collection of your item.

Rates for this service include delivery to the client’s public street level address in Malta or Gozo for items weighing less than 30Kg or of a volumetric weight of and over 0.018m3, like for example 72cmx50cmx50cm. A charge of €30 will apply for weights over 30Kg. The charge of €30 includes delivery of item to street level only. A separate quote will be issued for:

  • Delivery of heavy items weighing more than 300Kg
  • Delivery of bulky items (e.g. furniture or machinery) which requires an elevator service

10. 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.

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

You may only use your SendOn UK,Italy or Germany address to purchase non-dutiable items from within the European Union or whose contents are non-dutiable. Items from outside the European Union will be sent back to seller. This also applies if the item is suspected to be damaged.

12. 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.

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

There are no duty or tax charges when using SendOn UK, Italy and Germany. When using SendOn USA, since you are shipping from outside the EU, you may be eligible to pay VAT and/or customs duty on the value of your item. All information related to Customs is available here.

14. 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 item from the same seller, we recommend that you ask the seller to send your items together as one single package.

When using SendOn USA, 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 Added 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.

15. 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.

16. I need to ship a bulky item with SendOn, What must I do?

Customers shopping for items heavier than 30kg in the EU, particularly from those sellers who do not ship directly to Malta, can now forward these items to MaltaPost’s SendOn UK Standard, Italy 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 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.

17. What if the vendor asks me for a telephone number?

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

Italy

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

+ 39 02 8736 8720   

Hong Kong

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

+852 8198 0273

18. What are the maximum weight and dimensions for transportations of items through the UK hub?

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

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

19. What are the maximum weight and dimensions for transportations of items through the USA hub?

The maximum weight permitted for a package is 30Kg and the maximum dimensions of the package are 120cm x 60cm x 60cm.

20. What are the maximum weight and dimensions for transportations of items through the Germany Hub?

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

21. What are the maximum weight and dimensions for transportations 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

22. What are the terms and conditions of use for SendOn?

Click here for our Terms and Conditions.

23. What items are prohibited from shipping?

There are prohibited items which we cannot ship with SendOn. When sending items such as 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.

24. I lost my password, what shall I do?

You may change your password by clicking here.

25. Is it possible to use another name?

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 ship the package.

26. 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 labeling 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 30 Kg.

When choosing a USA hub, quotes rated through the online calculator do not include customs duty and/or VAT.

27. 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.

28. 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.

  1. Go to ‘Edit Personal Details’.
  2. Edit your current delivery address or add another address or Post Office as the delivery address of your choice. You can build a list of different delivery addresses and choose where to receive your SendOn items before or right after ordering your item from the online sellers.
  3. To ensure that all deliveries are sent to a specific address, Post Office, or parcel locker make sure to tick the ‘Tick here if you would like us to deliver to this address from now on’ checkbox when adding or editing a delivery address. We recommend that you set your preferred delivery address: home or work, Post Office of your choice, or parcel locker before or right after ordering the item from the online seller.

29. 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 or in the USA, 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.

30. Are there any additional charges for using Easipik parcel lockers?

No there are no additional charges; this service is exclusively available for our SendOn clients.

31. Where are the Easipik parcel lockers located?

  • Post Office - 58, Triq il-Wied BIRKIRKARA BKR 9013
  • Post Office - 305, Triq Hal Qormi MARSA MTP 1001Post Office
  • Post Office - Triq il-Kostituzzjoni, Centru Civiku MOSTA MST 9059
  • Post Office - Centru Civiku, Triq Santa Rita RABAT RBT 1001
  • Post Office 95, - Triq In-Naxxar, SAN GWANN SGN 9031
  • Post Office - 511, Triq San Pawl SAN PAWL IL-BAHAR SPB 3416
  • Post Office - 39, Triq Sir Adrian Dingli,  SLIEMA   SLM 1055 
  • Post Office - Centru Civiku, Triq iC-Cawsri , ZABBAR ZBR 1351
  • Post Office - 11, Trejqa Dun Gulju Muscat LUQA LQA 1450
  • Post Office - 4, Triq San Kalcidonju, FLORIANA, FRN 1520
  • Post Office - 25 Triq Nofsinhar, VALLETTA, VLT 1102
  • Post Office - 5, Triq Sir Adrian Dingli, RABAT, GHAWDEX

32. 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 72 hours only following receipt of the pin code. 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.

33. 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.

34. What are the opening hours of Easipik Customer Care?

Monday to Friday: 7.30am - 8.00pm

Saturday: 8.00am-12.00pm

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

Please call 21243324 or send an email to info@maltapost.com. We will do our best to solve your issue as soon as possible.

36. 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.

37. 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.

38. 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.

39. 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.

40. 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.

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

Follow these steps to purchase an insurance cover

Purchasing SendOn Insurance

  1. Purchase an item from an online store. Remember to request a tracking number or that the item’s successful delivery is confirmed by means of a signature once it arrives at our UK hub.
  2. Log-in and click on the ‘Add Insurance’ button under Quicklinks. After reading the necessary information, click on the ‘Purchase SendOn Insurance Now’ button.
  3. Fill in the insurance booking form, completing all necessary fields particularly the item’s quantity and its description.
  4. Once you finish filling in the application, proceed to the online payment to settle your insurance payment. You will then receive an email confirming your insurance booking. Please take note of the terms and conditions.

42. Can I insure more than one item?

Yes you can. You must ensure that the seller puts all the items you wish to insure in ONE package. The insurance cover will only cover items sent together in one package. If items are sent individually, an individual cover must be taken for each item.

43. What happens if I do not accept the item?

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

44. 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.

45. I am shopping from Amazon Germany using Germany SendOn address and it is suggesting a different address

The address recommended to use when shopping from Amazon is

Andreas Schmid Logistik
Malta Plattform
Halle 3 A,
Welserstr. 6
Gersthofen Bayern 86368
Germany

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

46. What are the opening hours of MaltaPost SendOn hubs in EU and USA?


UK Priority - Monday to Friday 08:00 to 21:30

UK Standard - Monday to Friday 08:30 to 17:30

Germany Hub - Monday to Friday 08:00 to 12:00 and 13:30 to 17:00

Italy Hub - Monday to Friday 08:00 to 12:00 and 13:30 to 17:00

USA Hub - Monday to Friday 07:00 to 18:00

47. 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, 20020,
Italia


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

48. I am shopping from a UK online shop using UK Priority SendOn address and it is suggesting a different address.

This happens very frequently particularly when buying from Amazon. If the address suggested by the seller is: Swiss Post International UK Ltd, Unit 12 Haslemere , Heathrow Estate, Silver Jubilee Way, Hounslow, MIDDX, TW4 6NF, is correct and you may proceed with the purchase.