Important and clear regulations
Valid as of 12 January, 2015.
1.1. These Terms for the delivery of shipments (hereinafter – Delivery Terms) establish the overall procedure for the provision of services of UAB DPD Lietuva, terms for delivery of shipments, requirements for preparation of shipments and ordering of services, conditions and procedure for collection, sorting, shipping and delivery of shipments, restrictions of services provided when delivering within and outside the territory of the Republic of Lithuania, liability, and procedure for examination of complaints and claims, and indemnification of damages.
1.2. Delivery Terms shall be applied to persons using the services provided by UAB DPD Lietuva. Customers must familiarise themselves with these Delivery Terms before placing an order for delivery or signing an agreement.
1.3. The Delivery Terms supplement and lay down in detail the terms and conditions agreed by UAB DPD Lietuva and the Customer of services in the agreement on shipment delivery. If there are any contradictions between these Delivery Terms and the Agreement signed with the Customer, the provisions laid down in the Agreement signed with the Customer shall prevail.
DPD – UAB DPD Lietuva (legal entity number 111639299, established at Liepkalnio g. 180, Vilnius), a company integrated in the international network of DPD and providing postal and other services within and outside the territory of the Republic of Lithuania.
Postal services – collection (acceptance), sorting, carrying and delivery of postal parcels.
The main documents regulating the provision of postal services in Lithuania are Postal Law of the Republic of Lithuania and Rules for the Provision of the Postal Service, approved by the Communications Regulatory Authority of the Republic of Lithuania.
Complete information about the types of services offered by DPD, conditions of provision, procedure, terms, rates, fuel premium etc. is published on the website of DPD here.
Shipment – shipment addressed and prepared for sending (one or several parcels sent by one Sender to one Receiver, assigned to the same DPD product (service) and described in the shipment document), including letter post, parcel post,
parcels containing books, catalogues or periodicals to be delivered by DPD.
Parcel – one unit (envelope, box, roll, pallet etc.) having a unique number (bar code), of properly packed and marked articles or goods.
Registered postal parcel – postal parcel, for which a compensation in the amount established in Paragraph 13 of these Delivery Terms is to be paid, should it disappear, be stolen or damaged due to the fault of DPD.
Sender – person designated on the postal parcel. If the Sender has not been designated on the postal parcel, it shall be considered that the person handing over the parcel to DPD for delivery to the Recipient is the Sender.
Payer – person who pays for the services provided by DPD.
Customer – person using the DPD services, with whom DPD has signed an agreement on shipment delivery. Shipment document is equated with the agreement.
DPD parcel point – place where postal services are provided by DPD.
Recipient – to whom the postal parcel is addressed.
User – Sender or Recipient of postal parcel.
Value postal parcel – postal parcel upon damage or loss of which the Sender is compensated the parcel value indicated by him/her.
Correspondence parcel – postal parcel comprising a notification written on any physical material including small packets, to be sent and delivered to the address of the recipient specified on it. This may be a letter, notification, printed matter etc. Books, catalogues, newspapers and other periodicals are not treated as correspondence parcels.
Non-standard parcel – parcel with at least one of the measurements – length, width or height – exceeding the size of standard packaging specified in Paragraph 3.1 of these Delivery Terms.
Shipment document – document of the established form, according to which the Courier accepts for delivery the parcel prepared for sending and which corroborates the agreement on shipment delivery and bears the unique number (bar code) of the parcel. The Sender is responsible for the accuracy and correctness of the data entered in the shipment document.
Proof of parcel delivery – an electronic or paper document of DPD, signed by the Recipient and corroborating the delivery of the parcel as well as the provision of additional services.
Courier – individual working for or representing DPD accepting (collecting) parcels from the Sender and delivering them to the Recipient with signature upon receipt.
Scanner – electronic device used by the Courier for scanning the parcels, registering additional services provided and signing the shipment Recipient.
Additional services – additional services provided by DPD for an additional fee associated with the delivery and provision of parcels to the designated Recipient. Additional services and their rates are specified in the pricelist of DPD services or on the website at www.dpd.lt.
Working day – any calendar day of the year, which is established by the state as a working day in the country of dispatch, transit or delivery.
Other terms used in the Delivery Terms shall be construed as defined in the Postal Law of the Republic of Lithuania.
3.1. Maximum/minimum measurements and weights of a parcel and euro-pallet shall be as follows:
Parcel weight, kg
Parcel size*, cm
Longest side of a parcel, cm
Parcel width, cm
Envelope (if from www.esiunta.lt)
Parcel (if sent to DPD parcel points)
Non-standard parcel - parcel with at least one of the measurements (weight, size, length, width) not complying with the standards established by DPD.
* Parcel size – sum of the least perimeter of the parcel and the longest side. Parcel size is calculated as follows: (height + width) x 2 + length.
Euro pallet weight, kg
Euro pallet length, cm
Euro pallet width, cm
Euro pallet height, cm
Non-standard pallet – pallet with at least one of the measurements (weight, length, width, height) not complying with the standards established for the euro pallet.
Explanations of a standard parcel/pallet can be found here>>
Examples of the most common non-standard shipments can be found here>>
3.2. Parcels not complying with the measurement limits specified in Paragraph 3.1 of the Delivery Terms or weighing more than 31.5 kg may be accepted for delivery only in accordance with a special agreement with the Customer, provided that it is possible to transport them.
3.3. Parcels sent to DPD parcel points with at least one measurement (weight, size, length, width) not complying with the established standards, will not be delivered to the DPD parcel point and will be returned to the Sender for an additional fee or, at the request of the Customer, delivered directly to the Recipient for an additional fee.
4.1. Orders for collection (picking up) of shipments will be accepted on DPD working days.
4.2. A Customer, who has not concluded an agreement for shipment delivery with DPD, orders for collection (picking up), shipping and delivery of shipments will be accepted only from Senders who pay DPD at the time of service ordering via Internet bank or agrees to pay in cash at the time of collection of the shipment as per the valid pricelist published on the website of DPD (www.dpd.com/lt).
4.3. Ways to place an order:
Order forms are available on the DPD website (www.dpd.com/lt).
4.4. Orders placed via the www.dpd.com/lt website shall be deemed to have been accepted only after receiving confirmation from DPD at the email address specified in the order. Should the Customer not receive an order confirmation within 1 (one) DPD working hour from placing the order, he should inform DPD thereof by telephone +370 5 2106777.
4.5. Shipments outside the Republic of Lithuania are delivered only to/from the states indicated on the DPD website (www.dpd.com/lt).
4.6. Partial refund of the fee paid
4.6.1. In the event that a shipment is not handed over to the Courier or is returned by DPD due to non-compliance with the measurements or weight specified in Paragraph 3.1 of these Delivery Rules after a customer has placed an order at the order centre www.esiunta.lt, the Payer shall be refunded only a part of the shipment delivery fee paid by him.
4.6.2. To cover the cost of the Courier coming to the Sender, 50% of the amount paid by the Payer shall be charged, however this amount shall not exceed 15 (fifteen) Litas.
4.6.3. The part of the fee to be refunded shall be paid within 7 (seven) calendar days from the receipt of the Payer’s request for the refund by remitting the amount of the money to the bank account given in the request of the Payer.
4.6.4. The request (free form) for a refund of the money should be submitted to DPD by email at email@example.com.
By 3:30 p.m.
By 12:00 p.m. (noon)
By 11:00 a.m.
Zone I – county centres of Lithuania: Vilnius, Kaunas, Klaipėda, Šiauliai, Panevėžys, Alytus, Marijampolė, Tauragė, Telšiai, Utena.
Zone II – district centres of Lithuania: Anykščiai, Birštonas, Biržai, Druskininkai, Elektrėnai, Gargždai, Ignalina, Jonava, Joniškis, Jurbarkas, Kaišiadorys, Kelmė, Kėdainiai, Kretinga, Kupiškis, Lazdijai, Mažeikiai, Molėtai, Naujoji Akmenė, Pakruojis, Palanga, Pasvalys, Plungė, Prienai, Radviliškis, Raseiniai, Rokiškis, Skuodas, Šakiai, Šalčininkai, Šilalė, Šilutė, Širvintos, Švenčionys, Trakai, Ukmergė, Varėna, Vilkaviškis, Visaginas, Zarasai.
Zone III – other localities of Lithuania.
a) If an order is placed by the end of the term specified in this Paragraph of the Delivery Rules, the shipment shall be picked up from the Sender on the same working day. If the order is placed later, the shipment shall be picked up on the next working day;
b) The parcels must be packaged and marked suitably and tidily, and the shipment documents must be prepared before placing the order;
c) For fulfilment of orders on the same working day, orders must be placed not later than 2.5 hours prior to the end of the working day of the Sender (e.g. Sender located in zone I who submits an order at 15:20 must be available until 17:50).
6.1. Each individual parcel of the shipment must be marked with DPD parcel stickers bearing the bar codes and particulars of the Sender and Recipient, which must be affixed to the upper side of the parcel with the biggest area. A sticker or marking may not be affixed at the connection of two sides of the parcel packaging.
6.2. If it is provided for, it is required to use special stickers or tapes provided by DPD and intended for marking the appropriate services and/or additional services. Stickers must be affixed on the packages in such a way as to ensure good visibility; the tape is to be affixed on all sides of the packaging.
6.3. DPD allows customers who have concluded agreements to use the DPD parcel marking software. Parcels sent to the DPD parcel points must be marked using the software only.
6.4. If the DPD parcel marking software is not used, parcels must be marked with the following particulars (to be written on the upper part of each package):
- Sender’s name;
- Sender’s address;
- Recipient’s name;
- Exact address of the Recipient: street, building No., postal code, city, country;
- Specify the block, floor and office, if this will help to locate the Recipient faster);
- Contact person, telephone number of the Recipient;
- Number of parcels in the shipment (1/5; 2/5; …; 5/5);
- Length, width and height of parcel.
Packaging marking example:
6.5. You can find an example of package marking to be filled and affixed to packages here:
More about the marking of packages>>.
Note: notes of the Sender on the packaging must be written in letters at least 5mm in height. Inscriptions by hand must be made in printed capital letters only.
7.1. The Sender must comply with the requirements established by DPD and pack the parcels in such receptacles or packaging as to protect the articles or goods being shipped from damage or breach in the course of loading, sorting, carrying and storage and to prevent them from jeopardising people, the environment, vehicles and other parcels and to prevent someone from gaining access to the contents of the parcel without damaging the parcel packaging. Goods and articles, which need to be transported under special temperature regime, shall be handed over for transportation in thermo-insulated containers only.
7.2. More about proper packing of parcels>>
8.1. When the Courier arrives, the Sender shall submit the shipment prepared for shipping and the shipment document specifying the particulars of the Sender and Recipient and the additional services requested as per requirements of these Delivery Terms. The Sender shall sign the shipment document specifying his/her name, surname and title. The shipment document shall be completed by the Sender who is liable for the accuracy and correctness of the data contained in this document.
8.2. The Sender must ensure that all data and documents necessary for arranging importation and exportation at customs and other formalities are handed over together with the parcel, if a parcel is being sent outside the European Union.
8.3. The Courier shall accept the parcels prepared by the Sender for shipping by signing the shipment document and leave one counterpart thereof with the Sender.
8.4. The Courier has the right not to accept a parcel that is not packaged, inappropriately packaged, not marked or inappropriately marked, has non-standard dimensions or does not correspond to the information submitted at the time of order placement etc. The Courier has the right not to wait until the parcel is prepared for handing over.
8.5. The Courier will himself carry and load shipments in the vehicle provided their total weight does not exceed 31.5 kg.
8.6. At the Sender’s request, the Courier may, for an extra fee, carry shipments whose total weight exceeds 31.5 kg to the vehicle, however the weight of each parcel must not be above 31.5 kg, and additional loading equipment must not be required to load them.
8.7. Should additional loading equipment be required to load the parcels in the vehicle the Sender must load the parcels in the vehicle.
9.1. Shipments addressed to an individual at his workplace, education institution, dormitory, place of military service, hospital, sanatorium, camp or place of imprisonment shall be delivered to the administration or persons authorised by them.
9.2. Shipments addressed to a legal entity are to be delivered with signature upon receipt to the person designated on the packaging or another administrative employee of the same company.
9.3. The Courier shall deliver the shipment to the Recipient personally with signature upon receipt. The identity and data of the Receiver are determined by a valid identity document (identity card, passport or driver's license), which must to be shown to the courier. After identity verification of the parcel Receiver, the Courier enters a fragment of the document number (last five digits) to the electronic device. The Recipient shall accept the shipment delivered by the Courier on time so as to avoid unreasonably delaying the vehicle.
Note: Basic personal data collection, handling and storage principles and procedures under which DPD manages parcels Recipients and / or parcel Senders personal data is regulated by “DPD Lietuva” Processing of Personal Data.
9.4. The person accepting the shipment must specify his/her name and surname and sign the scanner (on paper proof of delivery, shipment delivery date and time have to be indicated and the signature affixed).
9.5. The shipment shall be deemed to have been delivered with signature upon receipt to the designated Recipient and the additional services specified in the scanner or paper proof of delivery provided, when the Recipient or their representative have accepted the shipment and confirmed this by their signature. A customer who has ordered the service of delivery confirmation shall be able to see the image of the signature of the Recipient who accepted the shipment on the DPD website (www.dpd.com/lt).
9.6. When accepting the shipment, with the participation of the Courier, the Recipient shall examine the parcels of the shipment. Should any damage to the packaging of the parcels be noted, the Recipient must note this in the proof of parcel delivery and together will the Courier witness the act of parcel damages (inspection) made available by the Courier.
9.7. DPD shall not assume any liability for damage to the shipment or any part thereof, if at the time of delivering it to the Recipient this had not been noted in the scanner or the act of parcel damages (inspection) had not been drawn up with the participation of the Courier who delivered the shipment.
9.8. Should a Recipient in Lithuania refuse to accept the shipment or the designated Recipient not be found at the address indicated by the Sender, the shipment shall be returned to the DPD terminal, and the Customer informed thereof by email. At the request of the Customer, a repeat delivery of the non-delivered shipment shall be made to the designated Recipient for an extra fee. If the shipment cannot be delivered to the Recipient through no fault of DPD within 7 (seven) calendar days from the shipping date, the shipment shall be returned to the Sender without any separate arrangement.
9.9. Shipment that cannot be delivered to a Recipient or returned to the Sender shall be kept for 2 months (except cases, when without DPD knowing Prohibited items were given to deliver in the parcel).
9.10. Documents confirming the delivery of the shipment to the Recipient personally with signature upon receipt shall be kept for at least 6 months from the shipment delivery date.
10.1. Shipments in transit (not customs-cleared) within the internal territory of the European Union.
10.2. Shipments not complying with the measurement and weight standards established in Paragraph 3.1 of these Delivery Terms, except in cases when the Customer and DPD agree on this separately in writing.
10.3. Shipments to post boxes; not packaged or inappropriately packaged shipments.
10.4.1. Articles of high value (jewellery, objects of art, antiques, precious metals, gemstones), cash, tickets, checks, lottery tickets, bank cards, securities, shares of stock, bills of exchange and other documents (including but not limited to documents verifying personal identity and diplomas) and items that cannot be restored, reconstructed and/or replace by items of equal value in case of damage;
10.4.2. Weapons, ammunition, explosives, easily ignitable, poisonous and radioactive substances and waste, narcotic and psychotropic substances as well as substances and products, which due to their chemical or physical properties may jeopardise human health, safety, the environment or property and that have been included in the Dangerous Goods List of the United Nations Committee of Experts;
10.4.3. Any articles, goods or substances the carriage (imports, exports, transportation) of which is prohibited in accordance with the law of at least one of the states whose territory is to be crossed;
10.4.4. Tobacco products and alcoholic beverages in international shipments;
10.4.5. Human remains or body parts;
10.4.6. Living animals and plants;
10.4.7. Perishable foodstuffs and non-foodstuffs and articles the transportation of which requires special equipment, safety means, permits or special temperature, air humidity or other exceptional conditions.
a) The list of restrictions specified in the Delivery Rules is not finite. The Sender shall assess the suitability of the shipment for shipping and be fully liable for the packaging and contents. When ordering the delivery of shipping-prohibited articles, handing them over or causing them to be handed over for shipping in any manner whatsoever the Sender assumes full liability for the consequences of such undertaking and must cover the resulting losses sustained by DPD, if any.
b) DPD shall not assume liability for the accepted shipments containing the articles (goods) or substances specified in this chapter of the Delivery Terms. DPD shall have the right to suspend the delivery at any time in line with the established procedure, should any suspicion arise that the shipment, without DPD being aware of it, handed over for delivery contains shipping-prohibited articles, which may jeopardise human health or other shipments, the environment or vehicle, or are prohibited from being carried over the territories of other states. In this case DPD shall assume all the necessary safety measures and shall have the right to apply to the appropriate public authorities.
c) DPD shall have the right, in accordance with the procedure established by legal acts, to transfer to law enforcement or customs institutions shipments suspended or being confiscated at their request. The Sender shall be liable for the contents of the suspended and confiscated shipments.
11.1. Should the user not be satisfied with the quality of the service provided, they shall have the right to apply to DPD and to submit a complaint by email at firstname.lastname@example.org or telephone +370 5 2106777.
11.2. In case of any claims concerning the damage or loss of a shipment etc., the Customer may submit a claim to DPD in writing in accordance with the established procedure within 7 (seven) working days from the delivery of the shipment, however not later than within the period set in Art. 12(1) of the Postal Law of the Republic of Lithuania (6 months from the Parcel shipment date).
11.3 An original claim with annexes must be sent to the address of UAB DPD Lietuva Liepkalnio g. 180, LT-02121 Vilnius. (The initial document may be sent by email at email@example.com, or fax +370 5 210 6740).
11.4. Documents required for making the claim and its examination on its merits:
11.4.1. Text of the claim describing the essence of the claim and giving the name and surname or legal entity name of the Sender and Recipient, address, bank particulars of the claimant, shipment pick-up and delivery date, contents of the shipment, shipment number.
11.4.2. If the claimant is a legal entity, the claim must be printed on the letterhead of the claimant and approved by signature of the company manager and stamp.
11.4.3. The following must be enclosed with the claim:
a) Act of acceptance of the shipment or act of parcel damages (inspection), drawn up at the time of accepting the shipment at the Recipient’s address with the participation of the Courier who delivered the shipment and representatives of the shipment Recipient,
b) Calculation of the claim amount;
c) Certified copy of acquisition document of damaged or lost articles (goods);
d) Certified copy of shipment document;
e) Original of the confirmation stating that the shipment was not insured with an insurance company;
f) Photographs and other documents corroborating the amount of loss.
11.5. DPD shall reply to the claims of the user pertaining to the provision of postal services, examine the claim of a Customer regarding the loss or damage etc. of shipments and submit a reply in writing to the address given by the claimant (including email) or by fax by not later than 30 (thirty) calendar days from the receipt of the complaint or submission of the claim in writing with all the pertinent documents.
11.6. Claims submitted upon expiry of the period (6 months from the parcel shipment date) established in Art. 12(1) of the Postal Law on the Republic of Lithuania) shall not be examined.
11.7. Upon receipt of a reasonable claim submitted in writing in accordance with the established procedure, DPD shall indemnify the damages not later than within the period set in Art. 12(8) of the Postal Law of the Republic of Lithuania.
12.1. DPD shall indemnify the damages incurred according to a claim submitted in writing in accordance with the established procedure, if parcels were lost or damaged, or missing articles (goods) from them, or articles (goods) were damaged through the fault of DPD as follows:
12.1.1. For damages due to lost or damaged international parcels – in line with the provisions of the Universal Postal Union Convention, Parcel Post and Letter Post Regulations, however the compensation may not exceed 40 SDR per parcel and 4.50 SDR per kg. SDR is a derivative currency, its ratio with U.S. dollar is published by International Monetary Fund. The amount of compensation in Euro is established according to the official rate of U.S. dollar and Euro, set by the Bank of Lithuania and valid on the day when the parcel was shipped.;
12.1.2. for parcels, delivered in the territory of the Republic of Lithuania:
188.8.131.52. loss or lack – by the value of lost or lacking goods, articles, but not more than 520 Euro per one parcel;
184.108.40.206. for damage – by the amount that is lost in the value of goods, articles in the parcel, but not more than defined in the paragraph 220.127.116.11. hereon.
12.1.3 In the case of loss, theft or damage of letter post through the fault of DPD, the compensation shall be double the shipping cost;
12.1.4. In the case of loss of a value shipment, DPD shall compensate the amount equal to the valued amount plus the shipping costs. In the case of damage of a value shipment – an amount equal to the shipping costs and the value of the articles (goods) damaged, however not exceeding the total amount at which the shipment was valued.
12.2. Indirect losses sustained, including the loss of income or profits as well as non-material damages, including the exacerbation of reputation, shall not be indemnified.
12.3. For delayed delivery, through the fault of DPD, of a shipment with a guaranteed period of delivery (DPD 10:00, DPD 12:00, DPD Guarantee etc.) or a shipment returned to the Sender through the fault of DPD, DPD shall reimburse the Customer for the shipping costs according to the information provided by the Customer in writing.
12.4. DPD shall not indemnify damages to the Customer, if:
12.4.1. Force majeure circumstances arise when delivering shipments, due to which the shipment disappears, is short of articles (goods) or they are damaged, the predicament of the shipment cannot be established because documents necessary as evidence have been destroyed, and the fault of DPD cannot be otherwise proved;
Note: Force majeure circumstances shall be the circumstances stipulated in Art. 6.212 of the Civil Code of the Republic of Lithuania and Rules for release from liability under Force majeure circumstances, approved by Resolution No. 840 of 15 July 1996 of the Government of the Republic of Lithuania;
12.4.2. Damage was inflicted through the fault of the Sender, because he breached the DPD requirements for parcels and packaging and marking of articles (goods) being sent, published on the DPD website (www.dpd.com/lt) and known to him, handed over for delivery shipping-prohibited articles (goods) or articles (goods) requiring temperature regime, not appropriately packaged and marked;
12.4.3. Damage arose due to natural features of the articles (goods) being sent, which cause them to be totally or partially lost or damaged: wrecked, broken, corroded, crumbled, crushed etc.;
12.4.4. The packaging of the parcel at the time of its delivery was not damaged and was in order and the scanner does not contain a note about the damage to the packaging of the parcel a separate act was not drawn up with the participation of the Courier who delivered the shipment;
12.4.5. The Recipient accepted the parcel and signed that he received it (as of the moment of parcel acceptance all risks of accidental perishing or damage of the articles (goods) within the parcel is transferred to the Recipient);
12.4.6. DPD shall not be liable for data being stored on magnetic or electronic media being shipped;
12.4.7. The Customer failed to submit a claim in writing within 6 (six) months as of the parcel shipping date;
12.4.8. DPD shall not be liable for shipments confiscated by a state authority in the cases established by the legal acts.
13.1. Proper preparation of shipments and shipping documents, proper packaging and marking of parcels, and indemnify the damages and additional costs sustained by DPD (including customs fines, storage or redirection and return costs etc.), when sending/receiving shipments outside the EU) appearing through the fault of the Sender and/or Recipient due to unsuitable packaging or incorrect marking of parcels, inaccurate or erroneous data provided, unsuitable documents, inability to provide required data, necessary documents, permits or licences.
13.2. Shipments containing shipping-prohibited articles and handed over to DPD for delivery deliberately or through negligence and shall indemnify DPD the damages sustained as a result, including the litigation, storage, destruction and other costs regardless of the country they were sustained in.
14.1. DPD shall update the Delivery Terms as required, because the technology of shipment collection, sorting, distribution and transportation is being improved, new services are made available and the delivery geography of the shipments is broadened seeking to ensure high quality of services.
14.2. Upon the change of the legal acts referred to in these Delivery Terms, new provisions of the same legal acts shall be applied directly.
14.3. The most recent version of the valid Delivery Terms, information about new services offered, valid pricelist of DPD and other information are published by DPD on its website (www.dpd.com/lt).
T: 8 700 55 700
I-V: 8 a.m.- 6 p.m.
Customer Care Department:
T: +370 5 2106 777
I-V: 8 a.m.- 6 p.m.