PostNord's Privacy Policy

Your privacy is important to us, and we are committed to respect your rights regarding the use and security of your personal data.

PostNord is responsible to ensure that we process your personal data in accordance with applicable data protection legislation and our policies.

PostNord’s primary service is to deliver letters and parcels and goods as part of our national and international postal and parcel services.

This Privacy Notice applies to all individuals who make use of our services, who provide us with their services and who otherwise interact with us. More specifically, it applies to individuals who are:

• our customers, for example when you send letters and parcels,
• recipients of our services, for example when you receive letters and parcels that someone else sends you,
• otherwise in contact with us, for example when you contact our customer service, visit and use our digital channels such as our website and social media or participate in marketing activities, competitions and customer surveys,
• employed or hired by one of our business partners or service providers.

This Privacy Notice, together with other information provided at the time of data collection, tells you what personal data we collect about you, how and why we use it, and what your privacy rights are.

When PostNord delivers letters and parcels, we do not process personal data within the item. PostNord is therefore neither controller nor processor for the personal data within the item. You can contact the sender of the letter or parcel for information about the processing of such personal data.

In the context of our services, we may process the below categories of personal data about you:

• Product and service-related information, such as the type of service used and details about the item.
• Delivery related information, such as delivery preferences, delivery point chosen, proof or documentation of an (attempted) delivery or return.
• Other identifiers, such as tracking numbers, barcodes and parcel numbers on items.
• Customs related information, such as details of the item’s content.
• Marketing preferences, such as your choices and consent.
• Customer history, relating to previous purchases and services used, such as parcels sent,
• Contact history and records of enquiries, complaints and claims, such as details of the case, feedback, comments, incident reports, other information we need to handle your case, the results of your enquiry, comment or complaint.
• Recordings of you, including images and audio recorded on CCTV and other equipment and recorded telephone conversations when you talk with our customer service.
• Customer account information, such as login information, professional information.
• Information about your use of our digital channels, such as IP address, device information, browser information, information about how you navigate our website, and other information about your visit.
• Any other additional information you may provide to us.  

We make use of the personal data that you give to us and information that we collect and generate about you.

Information you give to us.

Some of the personal data we process about you we receive from you. You may directly or indirectly give us this information in different ways, for example when you make use of our products and services or when you interact with us.  

You can always choose not to provide us with certain information. However, some personal data we need to provide you with our products and services.

Information we collect or generate about you.

We receive personal data about you from various sources:

• The sender of an item,
• Customs Agencies,
• Public or external registers and databases,
• Business partners, such as banks, providers of payment solutions, and our logistics partners such as providers of postal or parcel services,
• Information we receive from persons delivering letters and parcels on behalf of PostNord, for example relating to an update of or correction of an address, building access codes and floor numbers,
• Professional advisors, such as lawyers and auditors,
• Public authorities,
• Your digital devices, such as your computer and phone, when you access and use our digital channels.

We also need to generate personal data ourselves, for example parcel tracking numbers and customer numbers.

We use your personal data primarily to provide our services. We also need your information for our business purposes and because we must comply with legal obligations.

We are only allowed to use your personal data when we have a legal basis to do so. Often, the legal basis is connected to your contract with us when you buy our services or we make use of your services. In other cases, we must comply with legal obligations, or we have a legitimate interest to use your personal data. More than one legal basis could apply when we use your personal data for a particular purpose.  

We use your personal data mainly for the following purposes:

• To deliver letters, parcels and goods to the right recipient at the correct address,
• To manage our agreement with you. This includes to process payments and refunds of our services,
• To manage charges,
• To communicate with you,
• To provide you with a PostNord account,
• To handle enquiries, complaints or claims and to give you the opportunity to provide reviews of our services.
• To maintain, develop, improve and test our IT systems, services, and the technical platforms on which they are made available,
• To market our products and services,
• To improve our products and services and create new ones,
• To conduct customers surveys and carry out market research,
• To prevent, detect and prosecute fraud, crime and misuse of our services and systems enabling us to protect our customers, employees and property,
• To comply with legal requirements, such as customs, tax and security requirements. 

Artificial Intelligence

We may use Artificial Intelligence (AI) to improve our services, for example when you are in contact with us. When we use AI, we process your information securely and in accordance with applicable legislation.

PostNord TPL is a subsidiary of PostNord Group AB. We need to share your personal data with PostNord Group AB and other subsidiaries. This is necessary for purposes such as customer support, maintaining business continuity, ensuring information security, and to meet legal requirements such as reporting, bookkeeping and billing.  

Additionally, we must share your personal data with others when this is necessary for reasons listed under point 4 of this Privacy Notice.

Logistics and business partners and other partners involved in the transport and delivery of items to you, such as providers of postal or parcel services and parcel delivery service points.

Customers. We need to disclose your information to our customers when we provide them with services which involve you. This is the case when you make a purchase on an online shopping platform.

Our service providers and other partners. We share your personal data with our service providers who help us in our daily operations, such as providers of payment solutions, banks and insurers as well as suppliers of digital solutions, operating services, system support. We may also share your personal data with organisations who help us develop and improve our services, for example through market research.

International postal authorities and carriers. When you send a letter or parcel overseas or receive an item from overseas, we will share personal data with international postal authorities and carriers.

Authorities, public actors, and other recipients. Legal obligations may require us to share information about you, for example to respond to requests from law enforcement agencies, customs agencies, regulatory agencies, and other public and government authorities. We may also disclose information if needed to detect and prevent fraud or for other legal, security, and safety reasons.

Parties involved in legal proceedings. In connection with a potential legal proceeding, including in the preparatory work enabling us to defend ourselves against or enforce any legal claims, your personal data may be shared with parties involved in the proceedings, such as lawyers.

Parties involved in a merger or acquisition. We may share or transfer your personal data in connection with a merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.

Professional advisors, such as lawyers, accountants and auditors.

Other parties. Upon your request or if you permit us to do so.

When we use or share your personal data, they may be sent to companies both within and outside the European Economic Area (EEA). We will make sure that these transfers follow the law. If personal data is sent outside the EEA, we will protect it properly. For example, we may rely on the European Commission’s model clauses or send your information to countries which provide a good level of protection according to the European Commission.

We keep your personal data only for as long as we need it for the reason we collected them. This means that we keep different types of information for different periods of time, depending on the reason for having them. 

For example:

• Order data is stored for up to 24 months for operational purposes, follow-up and analysis. After 13 months, the data is anonymized so that it can no longer be linked to an individual person.
  • This also applies to Delivery and transport data, which is stored to enable traceability, delivery follow-up, complaint handling and customer service.
• Accounting-related data is stored in accordance with the Accounting Act
• Customer service cases and communications are stored for as long as necessary to handle the case and for follow-up and quality work.
• Business contacts and contract-related data are stored for the duration of the contract and thereafter for as long as necessary to handle legal claims.
• IT and system logs are stored for a limited time to ensure operation, troubleshooting and IT security.
• Security and incident-related data is processed to prevent, detect and investigate security incidents and unauthorized use of our systems and premises. The data is retained for a limited period of time and is continuously filtered in accordance with internal security policies.
• Data required for regulatory compliance, auditing and quality assurance is retained in accordance with applicable legal requirements and internal policies.

In some cases, we may process your data for a longer period than stated above. This may be the case if we need to protect our legal rights, for example in a legal dispute or if it is necessary to fulfil a legal obligation.

We have technical and organisational security measures and systems in place to protect and safeguard your personal data. For example, procedures to prevent unauthorised access to, and misuse of, personal data. We also use security procedures and technical and physical restrictions for accessing and using the personal data on our servers. Only those individuals who have a genuine business need in the course of their work are authorized to access personal data. They are governed by our rules of information and IT security, data protection and other relevant internal regulations and guidelines. They are also bound by confidentiality. 

While we have measures in place to protect your personal data, unforeseen security incidents can never be precluded. Therefore, we have procedures in place to manage security incidents and to comply with legal requirements applicable to the detection, handling and notification of personal data breaches.

Under certain circumstances, you have rights in relation to your personal data, which include the following:

• Right to erasure (“right to be forgotten”). You have the right to have your personal data erased under certain conditions.
• Right to rectification. You have the right to have your inaccurate or incomplete information about yourself corrected.
• Right to access your data. You have the right to know what personal data we process about you and why. You can also request a copy of your personal data which we process.
• Right to restriction. You can ask us to limit our processing of your personal data until inaccurate or incomplete information about you has been corrected, or until an objection from you has been handled.
• Right to object. When we process your personal data based on a legitimate interest, you have right to object to this processing when you believe that your personal interest outweighs ours. We will cease the processing, unless we can demonstrate compelling legitimate grounds for the processing which override your interests.
• Right to transfer your data. In certain situations, you have the right to ask us to transfer the personal data we hold about you to someone else.
• Right to withdraw your consent. You may at any time withdraw any consent you have given us. However, please note that withdrawing your consent will not affect any processing that has already taken place.
• Right to complain. You have the right to lodge a complaint to the supervisory authority. However, we ask you to first contact PostNord if you believe that we have processed your personal data in violation of data protection legislation or this Privacy Notice.

Please note that legal rights or obligations may prevent us from disclosing or transfer all or part of your information, or from immediately deleting your information.

When do we process your personal data?

1. When you receive an item from outside the EU, your item can be subject to customs and security requirements. This can be the case when you buy items online from for example China or the United States.

If your item contains anything other than ordinary correspondence, you may need to declare your item and pay import duties and additional charges, such as an import fee. PostNord can carry out the customs clearance for you and pay the import duties. PostNord will then collect the import duties from you, as the buyer, and charge you a fee for our services. Sometimes, PostNord must perform a security screening of an item.

What information do we use? 

• Name, postal address and contact details of the sender and recipient,
• Tax code / VAT number,
• Information relating to the item such as category, value and weight of the item,
• Information relating to the content of the item. This includes the description, quantity, weight and value of each article within the item,
• Financial and payment information relating to a customs’ payment.

Why is processing neccesary?

• To fulfil the contract with you, permitting PostNord to carry out the customs clearance and pay the import duties.
• To comply with a legal obligation we are subject to, such as international postal regulations, customs legislation, the Bookkeeping Act and security requirements.  

 

2. When you send an item outside the EU, your item can be subject to customs and security requirements.

When sending an item to countries outside the EU and if your item contains anything other than ordinary correspondence, you must specify the content and its value to ensure fast and correct customs clearance.

Sometimes, PostNord must perform a security screening of an item.

What information do we use? 

• Name, postal address and contact details of the sender and recipient,
• Tax code / VAT number,
• Information relating to the item such as category, value and weight of the item,
• Information relating to the content of the item. This includes the description, quantity, weight and value of each article within the item,
• Financial and payment information relating to a customs’ payment.

Why is processing neccesary?

• To fulfil the contract with you, permitting PostNord to carry out the customs clearance and ship your item,
• To comply with a legal obligation we are subject to, such as international postal regulations, customs legislation, the Bookkeeping Act and security requirements.  

When do we process your personal data?    

1. To market our products and services to you, for example by sending newsletters or running competitions and/or promotions. 

What information do we use?    

• Newsletter: Name and e-mail address.
• Competition: Name, email address and postal address.

Why is processing necessary?   

Your consent.

 

2.  To receive communication from us, for example through press releases and other mailings.  

What information do we use?    

Name, email address, telephone number, and in some cases, job title and organisational affiliation.  

Why is processing necessary?   

For our legitimate interest to inform individuals who may be interested in information about our operations and services.  

 

3.  To participate in events.   

What information do we use?    

Name and e-mail address.

Why is processing necessary?   

Your consent.

When do we process your personal data?

1. To improve our products and services and develop new ones. For example, to improve our logistics processes, reduce emissions and thereby adhering to our sustainability goals, make analyses and reports for our business customers and resolve causes of complaints. This may include carrying out market research, analysis and customer satisfaction surveys.   

What information do we use?    
All relevant personal data mentioned under point 2 in this Privacy Notice. We aim to anonymise the information as much as possible.  

Why is processing necessary?   
For our legitimate interest to develop our operations and provide you with good products and services.  

 

2. To carry out customer and user research connected to user experience (“UX”). When being part of our contact database, we can contact you and ask you to test and evaluate new products and features during a session.

What information do we use?    

• Name and contact details,
• Video, voice, your opinions and input on new products and features.

Why is processing necessary?   
Your consent.

 

3. To enhance functionality on our website. If you have given us your consent, we use cookies and similar technologies to provide you with a good experience when you visit our website. You can read about our cookies in our Cookie Notice.  

What information do we use?    
IP address, device information, browser information, information about how you navigate our website, and other information about your visit.  

Why is processing necessary?   
Your consent.  

 

4. To maintain, develop, improve and test our IT systems, services, and the technical platforms on which they are made available.  

What information do we use?    
All relevant personal data mentioned under point 2 in this Privacy Notice. 

Why is processing necessary?   
For our legitimate interest to ensure that our services, products and business function and run efficiently.  

 

5. To prevent, detect and prosecute fraud, money laundering, other crimes and the misuse of PostNord’s services and to protect our customers, employees and property, for example through video surveillance.  

What information do we use?   
All necessary personal data mentioned under point 2 in this Privacy Notice. This can include video and voice material where you may be identifiable.

Why is processing necessary?   

• For our legitimate interest to protect the safety and belongings of our customers, employees, visitors, business and property; and to keep the items in our postal and parcel network safe.
  We may use this information in investigations and legal action related to (suspected) crimes we detect. This includes using this information as evidence in legal disputes and court proceedings.
• To comply with a legal obligation we are subject to, such as money laundering.     

 

6. To protect our assets, property and information systems. This includes detecting, preventing, and responding to security incidents or other malicious, deceptive, fraudulent, or illegal cybersecurity related activity.  

What information do we use?    
All relevant personal data mentioned under point 2 in this Privacy Notice. 

Why is processing necessary?   

• For our legitimate interest to safeguard our assets and property, ensure the security of our information systems and investigate, manage, mitigate and document security incidents.
• For compliance with legal obligations, such as data protection and cybersecurity legislation.  

 

7. To monitor and enforce compliance with our obligations and responsibilities. For example, legal obligations we are subject to, such as national and international sanctions legislation, our financial and regulatory responsibilities, and obligations under our policies and procedures.  

What information do we use?    
All relevant personal data mentioned under point 2 in this Privacy Notice.  

Why is processing necessary?   

• To comply with legal obligations, we are subject to.
• For our legitimate interest to manage compliance with our policies and procedures.  

 

8. For dispute management and litigation.  

What information do we use?    
All personal data relevant to the dispute.  

Why is processing necessary?   
For our legitimate interest which includes protecting our assets, legal interests and  

 

9. To conduct corporate transactions, including mergers, acquisitions and divestments.  

What information do we use?    
All relevant personal data mentioned under point 2 in this Privacy Notice. 

Why is processing necessary?   
For our legitimate interest to maintain and develop our business through mergers, acquisition and divestments.  

If you have any questions or comments regarding your personal data or this Privacy Notice or if you want to make use of your rights, you can reach out to us by contacting:

PostNord AB
Data Protection Officer
105 00 Stockholm
Sweden

Email: dataprotectionofficer@postnord.com

We will update this Privacy Notice from time to time. Therefore, we recommend that you visit our Privacy Notice periodically to keep yourself informed. If we make any changes to this Privacy Notice that will impact you significantly, we will inform you thereof in advance.

Last updated 18th of March 2026