What is a Paketomat and how to use it — buyer guide for Serbia

A Paketomat is a physical locker bank where the courier service drops your parcel and you pick it up at your convenience. In Serbia the largest network is built by Pošta Srbije, and that's what Vondi integrates at checkout. This guide explains how it works in practice.

Why a paketomat instead of door delivery

Classic courier delivery goes to your address — the courier calls, you open the door, you sign for the parcel. There are two problems with this:

1. You need to be home during business hours. Most couriers run 9-17, when most people are at work.
2. Arrival time is unpredictable. You get a 4-6 hour window, not an exact time.

A paketomat solves both:

• The parcel arrives at the locker — you get an SMS with a code.
• You pick up when you want — lockers run 24/7.
• Locations are usually near metro/bus stops, shops, neighbourhoods.

How a paketomat works: step by step

At checkout

At Vondi checkout, when you choose Pošta Srbije delivery, you see a choice:

• Post Express — courier door delivery.
• Paketomat — choose a locker location from an interactive map.

Click "Paketomat" and a map opens with all available lockers. You see:

• Location address
• Locker operating hours (mostly 24/7, but some inside shops have limits)
• Distance from your current position
• Capacity indicator (green/yellow/red)

Pick the closest/most convenient and proceed to payment.

After payment

The Pošta Srbije system reserves a slot in your chosen locker. The seller hands the parcel to Pošta, Pošta delivers to the locker. Typical timing: 1-3 business days.

SMS with the code

Once the parcel reaches the locker, you get an SMS with:

• A 6-digit code to open the slot
• The slot number (e.g. "Slot 14")
• The locker address
• A pickup deadline (usually 3-7 days)

If you prefer, the code also arrives by e-mail at the same time.

Pickup

Walk up to the locker. On the screen pick "Pick up parcel", enter the code (or scan the QR from the SMS), the slot opens — take the parcel, close the slot, done.

The whole flow takes 30-60 seconds. No queue, no conversation, no paperwork.

Parcel sizes: what fits in a paketomat

Pošta Srbije lockers come in three slot sizes:

• S — small (around 8x36x55 cm) — books, small items, cosmetics.
• M — medium (around 19x36x55 cm) — clothing, shoes, smaller electronics.
• L — large (around 41x36x55 cm) — bigger items, but not furniture.

Maximum weight per parcel: 20 kg.

What does NOT fit a locker:

• Items over 20 kg
• Fragile items (glass, ceramics) — lockers don't handle items gently
• Food with short shelf life
• Liquids over 1L
• Items requiring a recipient signature for age 18+

For all of the above, Post Express door delivery is required.

What if the locker is full

The Pošta system handles capacity automatically. If your chosen locker fills up before your parcel reaches the distribution centre, several outcomes are possible:

• The system reserves a slot in advance. In most cases this is not a problem.
• Parcels get rerouted to the nearest locker with a free slot — you receive an SMS with the new address.
• Rarely Pošta calls the buyer and offers an alternative (Post Express or another location).

Practical takeaway: don't worry in advance. If something happens, the system tells you.

Pickup deadline

The standard deadline is 3 business days from the moment the parcel was deposited in the locker. Some cities have a longer deadline (up to 7 days).

If you don't pick up in time:

• First reminder — SMS the day before the deadline.
• After expiry — the parcel goes back to the post office and can be collected at a Pošta branch for a few more days.
• After 30 days — the parcel goes back to the seller, you pay the return shipping (per Art. 27 ZZP, if you withdraw within 14 days, the refund itself is your right with no fee for the decision, but shipping costs are on you per Art. 31 ZZP).

Practical tip: pick up within 24-48 hours of the SMS whenever possible.

Difference between Post Express and Paketomat

Geographic coverage

The Pošta Srbije locker network is growing — in 2026 the focus is on bigger cities:

• Belgrade — over 100 locations, covering all major districts.
• Novi Sad, Niš, Kragujevac — significant coverage.
• Smaller cities (Subotica, Pančevo, Čačak, Užice, Kraljevo) — growing networks.
• Small towns — still mostly Post Express door delivery only.

At checkout Vondi automatically filters available lockers within your address radius. If there are no lockers in your area, the option doesn't appear.

COD payment at the paketomat

Yes, it works. The difference from classic courier COD:

• You pay by card on a POS terminal at the locker itself.
• No cash — the locker doesn't take cash.
• The COD fee is usually lower than for courier COD (around 80-150 RSD).

After payment on the POS, the slot opens automatically.

What if the parcel arrives damaged

Lockers are not a guarantee against damage in transit. What to do:

1. Before opening the parcel — photograph the outer packaging.
2. Open the parcel at the locker if possible — and photograph the contents.
3. Make a damage report — contact Pošta Srbije at 0700 100 011 or file a complaint online.
4. Contact Vondi support — support@mail.vondi.rs with photos and order number. We start the process with the seller and the courier.

The right to a complaint over transit damage is separate from the right of withdrawal (Art. 27 ZZP). The 14-day deadline doesn't apply here — the right to conformity (Art. 52 ZZP) is 2 years.

Practical tips

1. Pick a paketomat near home, not work. Many people pick one near the office and then can't pick up over the weekend.
2. Have the SMS ready. You'll need to type the code — better to have the screen ready.
3. Mind the slot size. If the seller says "L paketomat" but the item is very large, there's a risk it won't fit. Better to ask the seller before buying.
4. Save the SMS until you've opened the parcel at home — it can be useful for a complaint.
5. Calendar awareness. If you're going on a trip, plan the pickup before leaving — the parcel doesn't wait a month.

Conclusion

Paketomats are comfort that pays off — you'll always have access to the parcel without "am I home when the courier comes" stress. For most purchases (up to 20 kg, not fragile), a paketomat is a better choice than door delivery.

Vondi integrates the paketomat option at checkout and automatically reroutes parcels if the chosen location is full. Our goal is to give you all modern delivery options with no friction.

Questions about delivery and paketomats — write to support@mail.vondi.rs or check the delivery page.