F.A.Q

FREQUENTLY ASKED QUESTIONS

Why do I have to confirm my identity?

Identity verification system allows to ensure security against persons seeking to make a profit by deceit. The person who asserts his identity assumes responsibility for the content of parcel. 

I have ordered a purchase but it has not yet been entered into the system. Why?

First, make sure the item has actually been shipped by the seller and delivered to our address. Alternatively, we received the item, but the seller did not provide you with the ID assigned to you or provided it incorrectly. Send the parcel tracking number by email info@ostaeu.ee.

What shipping method should I specify in the online store to ship the parcel to your warehouse?

Parcel to our warehouse should be delivered directly by courier, other delivery methods are not available. If the parcel will be delivered to a self-service parcel terminal or collection point, we will not be able to pick up the parcel.

I want to order the item from the third countries, is it possible?

Our rules also prohibit the shipments from the third-countries. 

Can I buy from other online stores or only from the ones listed on your website?

It is possible to buy from private persons or all online stores in Germany, Spain, England, Poland, France, Italy, Lithuania, Latvia, the Netherlands and other European Union country that offer delivery of purchases to Germany, Spain, England, Poland, France, Italy, Lithuania, Latvia, the Netherlands and the Czech Republic. It is important that shipments are delivered to our warehouses.

How long can I store parcels in your warehouse?

You can keep shipments in our warehouse for up to 30 days for free (after the deadline (30 days) you will be charged with a fee). Not withdrawing a shipment for 3 months will result in shipment disposal.

Courier tried to deliver my parcel to your warehouse, but it was not accepted. Why?

Warehouse workers do not accept parcels if they see that parcel is damaged/opened or if courier asks to pay parcel delivery/customs fee.

I forgot to add my OstaEU ID when I placed the order. Will my order be accepted at the warehouse?

Your parcel will be accepted, but it will be registered as “unidentified” parcel, so you will need to contact OstaEU customer support team and provide your parcel tracking number, so that your parcel can be added to your account.

I paid for the order, but it shows in my account that the order is not paid, why?

If the system indicates that the order is not paid, please send us a payment statement to our general email: info@ostaeu.ee and we will confirm the payment manually.

Do you carry large purchases/cargo?

Yes, we carry cargo of various dimensions. 

Why OSTAEU?
  • Opportunity to shop in different e-shops from Germany, Spain, England, Poland, France, Italy, the Netherlands and other European countries;
  • Possibility to combine parcels from different online stores in one country and pay as per parcel;
  • Fast delivery upon receipt of a parcel from a foreign warehouse.
Where can I find warehouse addresses in Germany, Spain, Poland, England, France, Italy and other countries?

German, Spainish, Polish, French, Italian, English, the Netherlands and other countries warehouse addresses are provided to the verified customers. You can find them by logging in to the system in the "account" section.

How is my purchase status changing? How can I track it?

As we receive your purchases in Germany, Spain, Poland, France, Italy, England, the Netherlands or other European countries, we will enter them into the system, and you will receive an automatic system notification that a new purchase has been received on your behalf (in your account, you will be able to see: weight, size and sender), the purchase status will be “Parcel is in Germany”, “Parcel is in Poland”, “Parcel is in England” and etc. When parcel will leave for Estonia, its status will be changed to “Parcel is traveling to Estonia”. Upon a receipt of the parcel in Estonia warehouse, you will receive the message “The parcel is in the distribution center”. Depending on the selected pick-up method your parcel will be send via DPD or Omniva delivery and the status of the shipment will change to “Parcel sent”.


You can choose the delivery method, form an order and pay for it from the time the shipment is entered into the system (upon receipt of the first OstaEU notification about the shipment status).

Where can I find an invoice?

You'll find the invoice in your account and it will be emailed to you after you make a payment.

What should I do if I receive a damaged goods?

When picking up parcels on site (at pick-up points) or by courier, it is important to look over and assess the condition of the parcels. If the packaging of the consignment is damaged, the Buyer or the Buyer's representative must not accept the consignment. If you are dissatisfied with the condition of the item you received and you think it may have been due to poor transport – be sure to contact us and we will solve each case individually. 

How can I pay for the services provided?

You can pay by e-banking. 

Is there a possibility to ship a higher quantity of goods?

Yes, it is always possible to "stock up" parcels in our warehouse and only after collecting the desired quantity of goods after they have been collected to pick up them. 

Can parcels from different countries be completed?

Parcels can be completed only from the same country. For completing parcels from the same country you will pay for the total weight of the parcels, plus a completion fee of 0,99 Eur for each parcel.

I ordered an item in Poland and mistakenly have chosen the payment for the item at the time of delivery, can your employee in Poland accept and pay for the parcel?

Payment is not available at the time of delivery. Such parcels are not accepted into the warehouse and the parcels are returned to the seller.