Frequent questions

My item is not showing up in my online mailbox

Items arriving at our warehouse do not immediately show up in your mailbox. Depending on your service plan the turnaround times may vary from 7 to 30 days (see plans). To confirm that your item was delivered to our warehouse always use track-trace to follow your mail to our warehouse. Also make sure that the suite number is correctly included in your address. Most of the mail items that do not make it to our warehouse have a wrong or incomplete address on the letter or parcel.


what happens to mail items if my account is closed ?

Items that are still in your mailbox after your account is closed will be marked as "orphaned" and kept for a maximum of 14 days after account closure. During this time you can open a new dutchmailer account and request a manual search through orphaned items to retrieve your abandoned mail. A service fee of 20 credits will apply to each retrieved orphaned item. After 14 days any orphaned or abandoned mailitem will be destroyed and can no longer be retrieved.


why did my account get closed ?

Under normal circumstances your account can only be closed by you or by Paypal. When you do not keep enough money in your Paypal account Paypal will immediately close your account. When Paypal detects fraudulent payments your account is immediately closed by Paypal. When you stop recurring payment Paypal will also remotely close your account. Dutchmailer staff can not close your account.


My package is stuck with DHL or POSTNL, can you help ?

Dutchmailer forwards your mail using DHL or POSTNL, both large and reputable companies. Due to various circumstances (COVID-19, holidays, local events etc.) your mail can linger in their systems a bit longer than usual ; in almost all cases your mail will eventually arrive. In extremely few cases your mail item may get stuck in their systems for a while. Please be patient and check your track-trace code to follow your mail items online.  If your mail item seems to be stuck in the DHL or POSTNL supply-chain for longer than 40 days dutchmailer can request an investigation on your behalf.


How much does 1 credit cost ?

We use a credit system for your mailbox service as this will allow us to put free credits in your account automatically (you get some free credits each month if you keep your membership active). We try to keep 1 credit equal to 1 Euro. If parcel services temporarily get more expensive (COVID-19 , holidays etc.) you may see this (temporarily) reflected in the credit-to-euro ratio. Credits that are already in your account will not loose value and can not be adjusted for price increases anymore, no matter how cheap you bought them.


I want to cancel my account - can you do that for me ?

No, our customer service cannot cancel your account for you.
the only proper way to cancel your account is to stop recurring payments from your paypal account to us.

1. log in to dutchmailer.com
2. go to MEMBER SERVICES
3. go to ADJUST SERVICE
4. click the unsubsribe button

your account will remain active until the next payment period.
Any credits in your account will be forfeited / non refundable so please time your cancellation accordingly.


Why is customer service not answering me ?

Customer service is only available for extra-ordinary situations and when the requested information is not found on the F.A.Q. list or dutchmailer.com website.

Please make sure to read through the entire F.A.Q. list and the "How it works" section in the dutchmailer menu. All questions that have been asked over the last 8 years are answered here.

Only in very special cases will customer service communicate directly with you. If you ask a question that has not been addressed in the FAQ our staff will add the answer to the FAQ list so everyone can read the answer.


Can I change the forwarding address ?

you can change your credentials using the form in your mailbox below your forwarding address. Please note that if you change your forwarding address this will apply to the NEXT future  mail item that comes in to your mailbox. Please time your changes accordingly. You can no longer change the address for items that have already shown up in your mailbox. All incoming items are automatically married to the address on record at the time they are logged into the system.


Can you see where my package is now ?

Quick answer : NO !

We highly recommend you to purchase track/trace with all items you have forwarded to you. When you request track/trace our system will automatically request tracking from PostNL or DHL. This tracking number is not immediately available when mail is forwarded, but after 48 hours our staff can put in a manual request for the tracking numer in case you have problems receiving your mail. Our staff does NOT do the tracking for you.

if you do not order track/trace there is no way for you (or anyone else) to see what is happening with your mail !

Choosing not to get track/trace will save you money, but it will also put your mail at risk. The choice is yours. Dutchmailer can not do anything for you in this case.


How long does it take for my mail to arrive ?

Dutchmailer is not created for speed or express service. Most of our customers use dutchmailer to hold mail and have it sent through occassionally. The speed of delivery depends on a few things :

Bronze, silver or gold plan 

Each plan has a different processing time. Bronze for instance may be processed only once a month , while silver and gold accounts are processed faster.

Once you request forwarding of your mail in your online mailbox it may take up to 5 working days for the items to be processed by PostNL or DHL. Once processed the mail will go on it's way to you. All services use economy to forward so how long a package or letter takes to reach you is entirely up to the mail-carrier (postNL or DHL). Dutchmailer has NO influence on the speed of delivery.

Some economy deliveries take 7-10 business days, some may take several weeks. This also greatly depends on the final destination and your local mail services.

If you want to follow your mailitems we STRONGLY URGE YOU to purchase track/trace with your request for forwarding.


what mail carriers do you use to forward mail ?

Dutchmailer works exclusively with PostNL or DHL economy , no exceptions here. Dutchmailer is not set up for express or overnight service. ALL parcels will either go with PostNL or DHL. While we sometimes get requests for expedited service we can not accomodate as the entire system is built around economy pricing and an economy coupling with DHL/PostNL.

Dutchmailer is built for people that do not requ

ire time-critical service and want the lowest prices.

Whether PostNL or DHL is used is at the sole discretion of dutchmailer.com.


can I upgrade or downgrade my account ?

Unfortunately paypal has strict guidelines on recurring payment plans , therefore it is not possible to upgrade or downgrade an existing account. When you want to switch from bronze to silver or silver to gold you need to cancel your current account and open a new account with the correct gold or silver status. When you close an account any credits in that account will be lost and can not be transferred to new accounts. Please plan accordingly.

To downgrade from gold to silver or bronze you must follow the same procedure. Close the existing account and open a new account.

TAKE NOTE : any mail that is tied to an existing mailbox can NOT be transferred to a new mailbox or account.


how much does it cost to forward my package / letter ?

The pricing for various packages and letters depend on the weight, size and destination of your mail. In your online mailbox you can always see how much a particular package or letter costs to forward. You will also receive an automated e-mail when a mailpiece has been added to your mailbox. In this e-mail you can also see how many credits it takes to forward that particular mail item.


how much does a credit cost ?

The cost of dutchmailer credits may vary from time to time as mail carriers like PostNL or DHL raise their prices. To see the current price of a dutchmailer credit or to see how much it costs to forward your packages or letters please log in to your personal online mailbox.

In the "MY MAILBOX" section you will see how much a credit costs and what parcels or letters are waiting for your action.


23 and me anonymous DNA test mail forwarding worldwide

Dutchmailer processed a lot of " 23 and me " DNA test kits to be forwarded to countries worldwide. The 23-and-me DNA test can be controversial or revealing and there are many people that want to get DNA tested in secret or want to do this in complete anonimity. Using the dutchmailer forwarding services you can have your 23 and me testkit sent to your dutchmailer.com address in the Netherlands and we will forward it to you completely anonymous to any address of your choosing.

DNA testing done easy and discreet without revealing your true identity.


My carrier says I need to pay import taxes - will you pay them ?

Short answer , No !

Under no circumstances will our staff ever pay fees to a driver, delivery person or carrier. All customs fees, import taxes or other fees need to be paid directly by you to the carrier. Most carriers will allow you to open an account with them. If you have an account (for instance with TNT express or DHL ) they will send you an invoice per mail which you can simply pay through bank transfer afterwards. This way there is no delay in package handling. This option is also a lot cheaper, as carriers will charge you hefty fees for one-time collections.

Most senders (especially chinese webshops etc.) will also allow you to pre-pay taxes and fees at time of ordering. This saves you a lot of trouble receiving items from outside europe in your dutch mailbox.


can I use a fake or different name ?

mail is always forwarded under the name that is on the incoming parcel or letter. You can use ficticious names through dutchmailer.com but the name on the parcel must match the name on your mailbox and on the outgoing packages.

so, you can use a different name, provided the incoming parcel, your mailbox, and the outgoing parcel match the same name.

you can not : receive a parcel with name "A" and have it sent out under name "B"


Dutch company won't ship to my country. Can you help ?

Some dutch companies sell unique or cheap products online but they will not ship to foreign countries. In that case you can request our personal shopper service. We will then purchase the goods for you and ship them to you at any global address. You do not need credit cards or dutch payment services. All purchases are conveniently deducted from your dutchmailer credit balance.

tip : personal shopper service is included in all our Gold account plans. Open your account here : https://dutchmailer.com/sign-up/


What is personal shopper service ?

  • If you want to order products from dutch stores that will not deliver internationally you can contact us for personal shopper service.
  • If you want to order from stores that only accept dutch payment services (e.g. IDEAL) you can contact us for personal shopper service.

Gold members can simply send us a link to the products they want to purchase. Dutchmailer.com will order the product for you and deliver it to you worldwide.


why is my credit balance going up ?

You may find that the system puts extra credits in your account from time to time. These credits are free for you to use and are awarded to you each month your account is in good standing. You do not need to do anything special for it. Just keep your balance healthy (don't let it go below zero) and you will accumulate free credits automatically.

You will see free credits showing up in your account overview as "daily points".


Why is my credits balance going down ?

Normally, the only reason your credit-balance goes down is when you request us to provide a service for you (like forwarding a package or a letter). This does not happen automatically but is in response to a request you make from within your online mailbox.

There is 1 occassion where points are deducted from your account automatically :

  • Holding charges : When you decide you want us to hold your mail for you in a secure environment the system will automatically deduct 1 credit per week. There is no limit to the amount of time you can keep your mail on hold, just make sure you have enough credits in your account.

I have a bronze account but want to receive bigger parcels

Bronze accounts are primarily geared towards users that receive mail which fits a normal letterbox. max. 38 x 26 x 3 cm. (mailbox size)  When you want to start receiving larger items or want to have your mail processed faster you can cancel your bronze account and open a silver or gold account .


Can I pick up my parcels at the counter ?

No. Although our front desk is staffed every day from 09.00 untill 17.30 hrs. to receive incoming mail, you can not pick up your mail in person. This is due to security reasons. When you use your online mailbox we can confirm that you are the same person that opened the mailbox and are allowed to access it. Also, because dutchmailer.com allows you to change the (ficticious) name on your mailbox any time you want, we can not match a person holding an identification card at our front desk to a particular mailbox with 100% certainty.


Will you consolidate mail ?

Consolidating mail means that several smaller packages and/or letters are re-packed into one larger box. Because of national mail servicing laws, as of Jan 15 2021 , dutchmailer can NOT provide consolidation services for you. Ask your sender to consolidate items before they arrive at your mailbox. All mail items are forwarded unopened, unaltered and with all labels attached. Dutchmailer service is limited to re-mailing your items using DHL or POSTNL.


Can I use dutchmailer.com to forward large packages ?

Yes, depending on the plan you choose you can use dutchmailer to process packages up to 15 Kilograms and a maximum size of 80x50x35 centimeters when you open a Gold member plan. Please select the apropriate plan to suit your needs in parcel dimensions and parcel weight.


I don't have a paypal account. Can I pay another way ?

While using paypal recurring payments allows you to cancel your account at any time we also provide ways to pre-pay for a 6 month account using our convenient (international) bank transfers, or transfers through the 'sofort' payment gateway. To find out all the ways to open an account please visit the sign up page and scroll to the bottom of the page.


How long can I keep mail on hold ?

Most national mailing services will hold your mail for a short period of time (e.g. when you go on vacation) but this service is very limited. Dutchmailer can hold your mail for as long as you want. Each mail item shows up in your personal online mailbox and it will stay there until you click on it and choose to either have it forwarded, returned or destroyed, One week or one year, it's not a problem with dutchmailer.com


Will dutchmailer open my mail ?

NO, dutchmailer staff will never open your mail under any circumstances. Sometimes parcels may come in that were opened by customs to check contents but these are sealed again by customs prior to arriving at the dutchmailer hub. If parcels or letters appear damaged dutchmailer may re-pack them or secure them with a new wrapper. In any event the original packaging, stickering, addresses and notices always remain on your mail items.


Can I use my dutchmailer mailbox when I register at the chamber of commerce ?

Your dutchmailer.com mailing address can be used as the formal main correspondence address or postal address of your business. This means that all official mail can go through your dutchmailer online mailbox and from there it can be forwarded anywhere in the world. You can not however use the dutchmailer mailing address as physical visiting address or to establisch domicile.


Can I use dutchmailer for my business ?

Yes, there are no restrictions on using dutchmailer.com as a business entity. In fact, many businesses do ! Some just want to establish a mailing address in the Netherlands while others use dutchmailer as their main correspondence address. Either way, you can  have all your business mail flowing through dutchmailer.com with no problems.


Are my mail items insured against loss or damage ?

No, standard forwarding does not include insurance against loss or damage.  We highly recommend ordering tracktrace on your outgoing mail. Jf track/trace was ordered and tracktrace credits have been processed and were charged to your account you may file a claim against the carrier in the event of loss or damage (DHL / PostNL). If dutchmailer.com can provide you with a valid tracktrace code from a reputable shipping company or mail carrier you can no longer file claim against dutchmailer.com.

While your items are on dutchmailer.com premises or while your items are in posession of dutchmailer.com each item is insured against loss or damage in a catastrophic event until such time when dutchmailer.com submits your parcel to your online mailbox for further processing. The following terms apply  :

parcels : max. Eu 40,- per parcel regardless of content (requires verification of content with your claim)

letters : max. EU 10,- per letter regardless of content

In any event you can have a maximum of 10 items covered under the insurance program at any given time.