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Terms and Conditions for Using the Itella Online Shop

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Terms and Conditions for Using the Itella Online Shop
Category: Terms and conditions

The owner of the online store of the parcel delivery service (hereinafter: Online Store) is Itella Estonia OÜ (registry code 10891224), located at Loomäe tee 13, Lehmja Village, Rae Parish, 75306 Harjumaa.

    1.1. Terms of use (hereinafter: Terms) of Itella Estonia OÜ (hereinafter: Itella) Online Store provide the procedure of buying the parcel delivery service in the Online Store and the procedure and terms and conditions of using the purchased service.
    1.2. Transport services for sending packages from all the Smartpost Itella parcel lockers located in Estonia and related additional services (hereinafter: Services) can be purchased in the Online Store.
    1.3. The services are provided in accordance with the legislation of the Republic of Estonia and the Convention on the Contract for the International Carriage of Goods by Road. General terms and conditions of Itella’s Services provide the procedure and terms and conditions of the parcel locker services, which can be found on the website here and is applicable to the Services purchased on the Online Store.
    2.1. Client – a natural or legal person who is a registered or an unregistered user in the Online Store and who has entered into a transport contract for the provision of Services by Itella;
    2.2. Transport Contract – the contract concluded via the Online Store between Itella and the Client for the provision of Services;
    2.3. Terms – terms of using the Itella Online Shop, Itella general terms and conditions as well as other terms that regulate the legal relations between the Client and Itella;
    2.4. User ID – the Client’s e-mail address with which they wish to identify themselves in the Online Shop. The e-mail address must be operational for it to be used as a User ID;
    2.5. Password – a combination of at least 8 letters and numbers (which must include at least one capital letter as well as a special symbol) to identify the Client;
    2.6. Package – a properly packed and marked object;
    2.7. Parcel – (a) properly packed and marked Package(s) to be sent;
    2.8. Sender – the person who wishes to send a Parcel to the Addressee;
    2.9. Addressee – the person to whom the Parcel must be delivered and who has the right to take delivery of the Parcel;
    2.10. Order – the Transport Contract to be filled in by the Client in the Online Store for the provision of Services;
    2.11. Parcel Locker – a device of fixed location that allows taking delivery of parcels from Senders and issuing them to the Addressee;
    2.12. Door code – a code that consists of numbers that unlocks the door of a Parcel Locker;
    2.13. Sorting Centre – a structural unit of Itella where national and international Parcels are sorted and distributed.
    2.14. Online Store – an online ordering environment on the website, which enables an order to be placed to send the Packages and the Services to be paid for.
    3.1. The Client must verify that they have read and accepted the Terms when entering the Online Store for the first time.
    3.2. When entering the Online Store and creating Orders, the client must follow the additional instructions provided by Itella in the Online Store (e.g. password requirements).
    3.3. Orders are created using the User ID and Password created by the Client in the Online Store. The client can also use a Google or Meta account to log into the Online Store. Itella will not further verify the identify of the user of the Online Store and is not liable for any misuse of data. All Orders placed in accordance with the procedure stipulated in the Terms shall be deemed valid by Itella and are to be enforced.
    3.4. If the Client has forgotten their password to the Online Store, the system will allow them to set a new password by clicking on the ’Forgot your password?’ option.
    3.5. Itella is entitled to deny access to the Online Store or to refuse to accept transactions in the Online Store if:
    3.5.1. the User ID and/or Password is entered incorrectly at least three times;
    3.5.2. Itella has learned of a fact on the basis of which Itella can reasonably conclude that the information necessary to complete an Order haven been disclosed to a third party;
    3.5.3. the Client has not fulfilled their payment obligations;
    3.5.4. the advance payment is exceeded or the transport contract is terminated;
    3.5.5. the Client enters door codes that have not been given to them by Itella when sending a parcel to the Parcel Locker.
    4.1. The Client can purchase the Services made available to them through the Online Store.
    4.2. After the payment of the purchase, a number of door codes equal with the number of purchased parcel delivery services will be sent to the Client’s e-mail address and the Client can use these door codes to place the packages in the Parcel Locker. Registered users can at check the status of the packages from the Online Store at any time.
    4.3. The door code provided for sending the package will be valid for the duration of validity communicated during the checkout process (which depends on the type of Parcel Locker that the client selected). An expired door code is invalid.
    4.4. The door code opens a Parcel Locker of the size for which the Client has paid for.
    4.4.1. The Client can order a larger Parcel Locker by paying the difference between the size of the required locker and the size of the previously purchased locker, either by using the payment option in the Parcel Locker or via the Online Store payment link. The Parcel Locker service prices apply to the Parcel Locker service.
    4.4.2. The Client is responsible for purchasing the Service with the right cabinet size.
    4.5. In order to ensure that the Packages will arrive in their destination, the Client has to place the Package in the Parcel Locker with the door code issued for this Package and mark the Package according to the guidelines (the name and the mobile phone number of the Addressee; the name and the mobile phone number of the Sender).
    4.6. The service prices are visible on the Online Store during the purchase process and change in accordance with the conditions chosen by the Client (destination, size, additional services). The Online Store and the Parcel Locker may have different price lists.
    5.1. The Client undertakes to pay Itella for the provision of the Services a fee pursuant to the valid price list that can be found on the website of the Online Store. All the prices displayed in the Online Store are in euros and include the VAT applicable in the Republic of Estonia.
    5.2. The price list for the Parcel Locker service is available here.
    5.3. It is possible to pay for orders by credit card (Visa or MasterCard) and via Estonian bank links (Swedbank, SEB, LHV Pank, Coop Pank, Luminor etc). Payments are processed outside the Online Store environment via Maksekeskus AS. Itella shall not have any access to the Client’s bank or credit card details.
    5.4. The Order shall take effect from the receipt of payment confirmation of the amount to be paid from Maksekeskus AS.
    6.1. The Client has no right of withdrawal from the Order purchased via the Online Store according to the Obligations Law clause 53 (4) 7²).
    6.2. In the case of an Order purchased through the Online Store, it is only possible to change the size of the purchased locker to a larger one by paying the difference between the price of the purchased locker and the price of the larger one, either by using the payment option at the Parcel Locker or via the payment link in the Online Store.
    6.3. The Parcel Locker door codes that have been forwarded to the Client but which have been lost or destroyed will not be re-issued or replaced and their value will not be reimbursed.
    7.1. The Client shall provide correct personal data and use a valid email address when registering as user in the Online Store.
    7.2. The Client undertakes to do everything they can to keep data enabling the placing of Orders (which includes the User ID, Password, etc.) secure, and also prevent their use by third parties.
    7.3. The Client undertakes to immediately change their Password for logging into the Online Store if there is a possibility that the Password has been leaked to third parties.
    7.4. The Online Store has the right to cancel the placement of the Order and/or remove the Client from the Online Store if there is any doubt that the Client acts dishonestly or illegally.
    7.5. The Online Store is not liable for any potential mistakes third party mistakes that cause a situation where the bank transfer or card payment may fail.
    7.6. The Online Store is not liable for any damages that occurred because the purchased Order fell to the hands of third parties or for any lost door codes that were sent with the Order.
    7.7. Itella is liable for any noncompliance or deficiency of the Services sold to the Client according to the conditions set forth in section eight in the general terms and conditions, which can be found on the website here.
    8.1. The Customer`s personal data is processed by Itella. The Online Store will use the personal data provided by the Client (including name, phone number, address, email address, Bank details) only for processing the Order, execution payment and providing the Services.
    8.2. When processing personal data, Itella follows the applicable data protection laws, international data protection legislation and the provisions, orders, instructions and recommendations laid down by the competent data protection authorities. The principles of personal data processing form an integral part of the general terms and conditions of Itella’s Services and can be found on the website here.
    8.2.1. Personal data are processed in the manner laid down in the principles and to the extent necessary for the provision of services, i.e. for the execution payment, reception, sorting, transport and delivery of packages. In other cases, i.e. for carrying out marketing campaigns and lotteries, Itella will process personal data with the Client’s consent.
    8.2.2. The controller does not disclose the information received by him to third parties.
    8.2.3. Itella may authorize other legal entities (authorized processors) to process personal data, provided that an agreement has been entered with such a processor under which the processor is required to keep the personal data processed as confidential and to ensure the protection of personal data in accordance with the requirements provided by law. The authorized processor of personal data necessary for the execution of payments is Maksekeskus AS.
    8.2.4. The Online Store will send newsletters and offers to the Client’s email address only if the Client has made such a request by inserting their email address on the website and giving their consent.
    8.2.5. The Client can at any time withdraw from receiving newsletters and offers sent to the Client’s email address by notifying of it via email or removing their consent in the Online Store.
    8.2.6. The client can at any time check his/her personal information and partially modify it by logging in to the Online Store or by sending an email to In order to delete personal information collected, the Client shall submit a written request to
    8.2.7. All personal data that is collected during the transaction is retained for a legal time period and afterwards deleted.
    8.2.8. The Client has the right to appeal to the Data Protection Inspectorate or the court when the Client finds that the processing of personal data has violated his rights. Contact details of the Data Protection Board can be found on the website:
    9.1. If the Client has any complaints about the Online Store or providing the Services, any such complains have to be sent by email to or by calling: +372 53495 775.
    9.2. The Client must submit all complaints and claims for the compensation for damage related to the provision of Services to Itella in writing along with the documents substantiating the claim.
    9.3. If damage to or partial loss of a Parcel is noticeable upon external inspection when handing over or receiving the Parcel, Itella must be informed thereof immediately.
    9.4. If the damage could not be established upon conventional receipt of the Parcel by the Addressee, the Client may submit to Itella a complaint or a claim for the compensation for damage no later than within 7 (seven) calendar days of the day when the Parcel was handed over or issued to the Addressee of the Parcel.
    9.5. Any disputes between Itella and the Client are, first of all, subject to resolution by way of negotiations between the parties. If no agreement is reached, the Client has the right to turn to the Consumer Disputes Committee or to a European Union’s consumer dispute resolution platform.