Recipients of small parcels of up to 2 kg can order home delivery from the post office. Residents of Moscow and Saint Petersburg have the option to order it online on the tracking page or via the mobile application. Recipients from other cities can order delivery under the telephone number specified in the collection card. This can be done right after the postal item has arrived at the local delivery site.

Delivery is carried out by a postman/postwoman on working days between 8.00 am and 4.00 pm. The cost of this service is 100 roubles per postal item.

Residents of Moscow have the option to order courier delivery to any address in Moscow. An order may be made via the mobile application: when your postal item has arrived at the post office, you need to select the option “Courier Delivery”, enter the delivery address and place your order.

Delivery is carried out by the Russian Post EMS courier service within two days from the date of the application submission on weekdays and weekends between 9.00 am and 8.00 pm. The cost of this service is 199 roubles per postal item.

Check the status of your letter or parcel by the tracking number. If there is no information on the delivery status or there have not been any updates for a long time, your letter or parcel is not delivered. To initiate the search, you need to email the following documents to info@russian-post.eu.

• search request for international mail
• CN23 form (sender’s copy)

Search requests will be accepted within six months from the date of sending.

A request may be submitted by both the recipient and the sender or an authorised person of any of them (on presentation of a power of attorney).

The sender has a priority right for compensation. He/she is also entitled to waive compensation in favour of the recipient.

The Russian Post will inform you about the search results by registered mail sent to the address specified in the claim application no later than 60 calendar days from the date of the application submission.

If the mail is not found, a compensation will be paid. The sender can transfer his/her right to compensation to the recipient or another authorised person.

In the case of failure to (properly) fulfil its obligations regarding the provision of postal services, the Russian Post takes responsibility towards its customers. In order to receive compensation, a claim for damages shall be filed.

A claim application for Russianand international mail may be filled in on the website, printed and submitted at any post office. In order to file an application, the receipt issued at the time of sending (or its copy) as well as an identity card must be presented. An application may be filed by the recipient, sender or an authorised person of any of them.

The sender has a priority right for compensation. He/she is also entitled to waive compensation in favour of the recipient.

An application will be accepted within 6 months from the sending date. You will receive a registered mail containing the results of the review within 30 days from the date of the application submission.

In complex search cases, a review can take up to 60 days. If the lost mail has not been found within 60 days from the date of the application submission, the Russian Post must pay a compensation. Payment will be made within 10 days.

Amount of compensation

For international mail

In the case an international registered item (letter, parcel, small parcel) was lost or damaged, Russian Post will pay a compensation equal to 30 SDR and the tariff fees (excluding the order processing fee). In the case a part of its contents was lost or damaged, this amount will be equal to the actual value of the missing or damaged part, but not exceed 30 SDR.

The compensation for the loss or damage of insured postal items will be equal to the amount of the declared value and the tariff fee (excluding the commission for registration of declared value).

In the case an ordinary parcel was lost or damaged, a compensation in the amount of 40 SDR and 4.5 SDR per kilogram of the parcel will be paid. The tariff fees will also be reimbursed.

In the case a part of an international postal item was lost or damaged, the Russian Post will refund its actual amount that, however, shall not exceed the amount specified for the complete misappropriation or total damage of the item.

The Russian Post bears no responsibility for any violation of delivery terms, loss and damage of the postal item:

• if these events occurred as a result of a natural disaster;
• if the postal item was confiscated by competent authorities;
• if the loss or damage of the parcel occurred due to the fault of the sender as a result of improper packaging or due to the characteristics of the items being sent.