Download the information sheet.

Shipments containing goods must be accompanied by a CN 22 form (fillable through the dedicated ONLINE FORM) and must be marked with the words “petit paquet.”

- Items or documents weighing more than 2000 grams;
- obscene or immoral items;
- items whose import or circulation is prohibited in the destination country;
- narcotics and psychotropic substances;
- any other items prohibited by Vatican or international regulations.

Who can file a complaint

The sender, the recipient, or a person authorized by them may file a complaint.

Handling complaints for shipments originating abroad requires access to data held by the originating Postal Operator. Therefore, to ensure faster resolution, it is advisable that the sender contact the Postal Operator of the country where the shipment was posted.

How to file a complaint 

go to the Central Office of the Postal and Philatelic Service (Palazzo delle Poste);
send an email to: poste.vaticane@scv.va, including all details of the shipment (sender, recipient, tracking number, contents);
send a fax to: (+39) 06.698.85378, including all shipment details (sender, recipient, tracking number, contents) and providing a phone number or email address for follow-up;
send a letter to: Servizio Poste e Filatelia – Via della Posta – 00120 Vatican City (VATICAN), including all details of the shipment (sender, recipient, tracking number, contents).
You must also include a copy of the shipping receipt or acceptance slip (if available, in electronic format).

Cases eligible for complaint

- Delivery delay;
- non-delivery;
- damage/tampering (total/partial), specifically contested at the time of delivery;
- failed/incorrect cash-on-delivery reimbursement;
- failure to provide the requested service;
- missing/irregular return of delivery receipt;
- other issues.

For domestic services, the Postal and Philatelic Service communicates the decision regarding the complaint within 2 working days from the date of receipt.

For international services, response times may vary depending on the country and existing agreements. Therefore, the Postal and Philatelic Service commits to providing the final outcome within 60 working days, either based on the response from the foreign Postal Operator or on the investigation conducted within its jurisdiction. The response provided by the foreign Postal Operator is binding for the complaint resolution.

Shipments containing goods are subject to inspection and, for customs clearance purposes, additional documentation may be required from the recipient.
Export customs clearance fees for international shipments depend solely on the destination country.