Customer Service - Frequently Asked Questions

The users of the postal services of the Post of Serbia can realize those services through a legal representative, in accordance with the general regulations governing the Letters of Authorization. Letter of Authorization can be issued for the delivery of all items, specific types of postal items, or for a single item.

Letter of Authorization, issued by the Post, is made on the “Authorization” form, in two or more identical copies, depending on the number of legal representatives. One copy of the Letter of Authorization shall be deposited in the Post Office, where it was issued, and the legal representative shall keep one copy for themselves. The user of the postal service can use one "Authorization" form to authorize a maximum of three persons. Number of legal representatives is not limited.

If the grantor of the authorization authorized two or more persons using one form and wishes to change one of the representatives, he is obliged to revoke the current authorization and deposit a new one.

In case that the user of a PO Box is a natural person who authorized another natural person to collect his postal items from the PO Box, this Letter of Authorization is issued for the delivery of all types of postal items. If the user of a PO Box is a legal entity, this entity is obliged to authorize one or more individuals to collect the items from the PO Box, and this Letter of Authorization is also issued for all types of postal items. A person authorized to grant authorizations can simultaneously be an authorized person.

Letter of Authorization, issued by the Post Office, is valid until the date specified therein, but no later than the end of the calendar year in which it was issued.

The Letter of Authorization, certified by competent authorities or legal entities, is valid until the date specified therein, and must be signed by an authorized person from those competent bodies, agencies or by those legal entities, as well as stamped by the same bodies, agencies, or entities. The authorized person is obliged to deposit a copy, a certified transcript, or a certified copy of the Letter of Authorization at the Post Office. Letter of Authorization, certified by the competent authority, agency, legal entity, or company, ceases to be valid upon the expiration of the deadline, revocation by the grantor of authorization, death of the grantor of authorization or the authorized person, assigning of a caretaker to the grantor of authorization, or other reasons prescribed by law.

If the grantor revokes the granted authorization, he is obliged to send a written notice to the Post Office where the authorization was deposited.

In the event of loss of the Letter of Authorization, the authorized person is obliged to inform, in writing, the Post Office where he received the postal items. The same shall be done by the grantor of authorization in case he was notified by the authorized person about the loss of the Letter of Authorization. The grantor of authorization shall, in that situation, give the new Letter of Authorization, if he still wishes to do so.

To exercise the rights from the Letter of Authorization, the authorized person shall, upon request of the Post Office employees, submit the Letter of Authorization for the purposes of proving his identity.

The Letter of Authorization cannot be issued to a person who does not have legal capacity, who is illiterate, or a person who is not able to sign the documents.

Collection of postal items includes hand over of items to the recipient or authorized person at the premises of the post office in the following cases:

  • When the recipient receives the Advice of receipt of the item, in accordance with the provisions of the Regulations on special conditions for the provision of postal services of the Enterprise;
  • When the items are addressed to recipients - users of PO Boxes, regardless of whether these items are marked with the number of PO Box;
  • When the items are addressed to natural persons, and the address of the recipient contains the name of PO Box user;
  • When the items are addressed to poste restant, and;
  • In other cases, in accordance with the agreed terms with the user.

The recipient may request reforwarding of postal items, except for the court letters, to the new temporary address. The recipient has to submit Request in writing to any post office and pay the postage according to the determined price list.

Time limit for acting upon such a request can be no longer than 90 days.

If the Request is submitted in the post office that is not responsible for the delivery of postal items, the recipient is obligated to pay the postage for dispatching the Request to the destination post office as quickly as possible.

The most practical solution is that the Request for reforwarding to a new temporary address is submitted in the delivery post office.

In the post offices that have post office boxes (PO Boxes), natural and legal persons can open the post office boxes (PO Boxes). It is necessary to fill in the appropriate form – request for using a PO Box, and using a PO Box is free of charge, if competent employees at the post office, after a period of consideration of arrived items for the user, estimates whether the request for opening the PO Box is justified. As for the documents, when applying to open a PO Box, natural person must have an identity card and the representative of a legal person, a company stamp and a Letter of authorization.

The item should be addressed in the following way:

First and last name
Postal number and the name of the destination post office
Name of the destination country

Upon arrival at the section for Post Restant items in the destination post office, the item is kept for 30 (thirty) days upon arrival.

The Enterprise is required to make a statement about the outcome of a claims procedure in domestic postal traffic within 30 (thirty) days from the date of initiating the inquiry or 2 months in international postal traffic.

For items sent to the recipient who is a subtenant, the address, besides the name and surname of the recipient, has to contain the name of the landlord (for example: Petar Petrovic with Jovan Jovanovic).

Franchise post offices perform services which the Enterprise agreed with the representative, in accordance with the signed contract, and for more information on the manner, procedure and all matters related to the opening and operations of franchise post offices, please contact the Postal Network Function, at:

As an airmail item or as EMS item for certain countries.

In the case of a registered item, it is necessary that the sender, on the basis of the posting receipt, initiates an inquiry procedure. As a rule, the inquiry procedure is initiated at the post office in which the item was submitted, but it can be initiated in any other post office as well.

The inquiry procedure cannot be initiated before the expiry of 10 calendar days from the day of submitting the item for shipment, except for money orders and express items and parcels with special characteristics regarding the transfer time limits (in domestic postal traffic), for which the inquiry procedure can be initiated after the deadline for delivery has expired.

For express items in international postal traffic, the inquiry procedure can be initiated after the expiration of 3 (three) working days from the date of receiving the postal item.

For unregistered postal items, the inquiry procedure cannot be initiated.

Yes, there is. For more information, please visit the website

The deadlines for the transmission and delivery of postal money orders are:

  • Two working days for local delivery areas;
  • Three working days for rural delivery areas;
  • Five working days for remote delivery areas.

The deadline for the outpayment of money orders is 30 days from the day following the date of the receipt of the money order.

When it comes to legal entities, the deadline can be arranged to be less than 30 days.

For all questions related to current accounts opened in this Bank, please visit their website at

For all information regarding the introduction of a landline telephone system, you need to contact the existing landline operators who operate in Serbia.

All items containing goods are subject to customs inspection and potential customs duties. For more information regarding customs pricelist, please contact the Customs Administration or visit their website, at:

For customs cleared items, the Post charges an additional fee for the customs clearance in import, depending on the type of service (letter, parcel, M bag), according to the valid pricelist and the commission for payment of the amount of customs duty to the current account of the Customs Administration.

For more information on catalogues of postage stamps, please visit the website of the Post and select commemmorative or regular postage stamps.

The Post of Serbia does not perform value estimation of postage stamps. On this matter, it is necessary to contact the Union of Philatelists of Serbia.

Considering you do not have a payment receipt, it is necessary to know the following information: post office in which the payment was made, payment date, the current account to which the payment was made and the amount paid.

At the post office where the payment was made, you can submit a request for the issuance of copy of the payment order or a request for issuing additional payment receipt.

You can send money abroad via PostCash international money order or via Western Union, Moneygram and RIA money transfers.

Regulations on charging charity stamps are issued by the Government of the Republic of Serbia, and the Post is required to implement it.

You can send a COD PostPak item to Bosnia and Herzegovina and Montenegro.

Postal codes are located on our corporate website, at: by filling in the fields in the Find Post Office, section, a map will be displayed and by clicking at the specific city you will be shown all postal network units belonging to the area. There is no possibility to download the database in electronic form.

When sending parcels abroad, it is necessary to know whether the items that you are sending are banned from import into the destination or transit country.

The list of prohibited and conditionally acceptable items for import or transit through specific countries can be found on our corporate website.

All ads for tenders can be found on the website of the Post of Serbia, in the Public Procurement section or you can contact directly the competent organisational unit, Economic and Procurement Operations Function, by sending an email to:

Recipient or authorized person may claim a damaged or reduced content of the registered item, in this case the parcel, immediately upon delivery of the item, and not later than on the following working day. In this case the post office is obliged to execute the commission inspection of the item in the presence of the recipient or an authorized person and to make a record on the irregularity of the item.

If the recipient or an authorized person declares a claim after the item had been delivered, he shall submit a statement that damage or reduced content of the registered item did not occur after delivery.

If the complaint is declared out of the prescribed time limits, employees of the post office will not make a record on the irregularities of the item. In this case, the recipient or an authorized person may file a complaint in writing, without the right to compensation.

This type of complaint should be handled in the manner described above, i.e. it is not possible to do it via email.

All complaints or compliments regarding the work of the Post can be sent at:

In international postal traffic, there are no guaranteed deadlines for the transfer of postal items, but the expected deadlines for the transfer of international postal items are as follows:

  • Air (priority) international letterpost items;
    • Europe – from 2 to 5 days
    • Other countries – from 5 to 10 days
  • International EMS items;
    • Europe – from 2 to 5 days
    • Other countries – from 5 to 12 days
  • International parcels – from 7 to 15 days.

For more information for each individual country with which the Post has direct exchange of items, you can enter the postal item information in the Price Calculator.

The customer may submit a complaint when he considers that the service provided to him by the Post does not comply with the agreed terms and has no characteristics he requested or expected, and in particular for:

  • For non-performance or partial performance of the service;
  • For damage or impairment of the content of recorded items;
  • Claims for compensation due to the loss, i.e. exceeding the time limit for the delivery of a recorded item, upon finalization of inquiry procedure;
  • For incorrectly calculated service price (postage);
  • In case of rejection of providing a service, which otherwise could have been provided.

The customer (natural entity), as a rule, submits a claim by filling in the Claims Request Form. Claims can be submitted via regular or electronic mail, or it can be submitted directly in the post office or to the competent offices of organizational units of the Post, which responsible for receiving writs. The customer needs to submit, along with the Claim Request, a copy of the Certificate of Posting or other evidence regarding the realization of the services for which he is submitting the claim.

The Law on medicines and medical devices prohibits the circulation of medicines by mail, except for the sending medications samples.

Outpayment of money orders to a minor, younger than 16 years of age, is performed exclusively with the presence of parents or guardians. The parent is obliged to prove his identity with a valid identity document, as well as to prove that in the capacity of a parent, in the name of and for the account of the minor as a recipient, he receives the monetary amount indicated on the money order, by submitting the original and providing a copy of the birth certificate for the child or by giving a written statement that he is the child's parent. The guardian is obliged to prove his identity with a valid identity document, submit for inspection the original and attach a copy of the decision of the competent body on guardianship (Center for Social Work).

Outpayment of money orders to a minor, over 16 years old, is done with identification on the basis of valid personal documents.

In post office premises, postal items that do not have the label "personal", items without indicated value, as well as items with indicated value up to the amount specified by the act of the Enterprise, can be delivered exclusively to the recipient, an authorized person and an adult family member, when that person submits a report on the arrival of the item and when the employee of the post office received for review personal documents with an address to whch the postal item is sent.

Also, the recipient of the item may request that the item be kept in the post office longer than the prescribed time limit, but no longer than 30 days, or to forward the item to another address within the country. Such requests shall be submitted in writing in any post office, with the obligation of proving identity and payment of the postage. If the said requests are submitted at the post office which is not responsible for the delivery of items, the postage for dispatch of the request to the destination post office in the fastest possible way also has to be paid.

All postal operators, including the Post of Serbia, use the International Postal System (IPS) to track the status of postal items, so it is necessary that postal item numbers be in the following format: two letters - nine digits - two letters.

Postal items whose status can be checked on te website of the Post of Serbia, in the Track Status section, are: insured letters, parcels, registered items, EMS items, and Post Express items.

Since the number of the item is the basic parameter for its search (based on the scanned number of the item, the same is registered in the postal items database), there is no other way to determine if an item has arrived in the Republic of Serbia (for example, based on address data of the recipient and / or sender of the item).

On delivery, the recipient does not have the right to inspect the content of the item beforehand. Only after the delivery of the item and the payment of the COD amount, the recipient can open the item and check its contents. Please note that postal items in domestic postal traffic are submitted closed and the postal operator has no insight into the content, and it is obligated to respect the principle of inviolability of postal items. The postal operator is responsible for handling the item during the transfer, and everything else (the content of the item, type of service for sending the item, and the method of payment) is regulated by the agreement between the sender and the recipient.

Postal items, except court letters, are being stored in the post office for 20 (twenty) days, except in the following cases:

  • 5 (five) working days - for postal items for recipients using a PO Box;
  • 30 (thirty) days - for postal items addressed to the poste restante;
  • 30 (thirty) days – for parcel items from international postal traffic to recipients residing in areas where delivery takes place once a week;

The time limit for storing postal items is calculated from the day following the day of leaving the report on the arrival of postal items, i.e. from the day of arrival for items that are addressed to poste restante and users of PO Boxes.

Time limits set out in this Article shall apply unless the Post has agreed on different storing time limits with the sender.

The customer proves his identity in the post office with a valid identity document: ID card, passport, refugee ID, foreign travel document for foreign citizens and other personal documents issued by the state authorities for which the records are kept and which contain the photograph, registration number of the document and personal data (name and surname, date and place of birth and unique identification number). Exceptionally, as a proof of identity, the statement of the witness with signature besides the signature of the recipient can also be used, with the obligation to enter the data from the personal identification document, on the basis of which the identity of the witness was determined. Also, in accordance with applicable postal regulations, the following documents cannot be used: driver's license (new form), trial driving license, documents issued by temporary institutions with headquarters in Pristina, official identity cards of individual institutions, etc.