• EORI Number (Economic Operators Registration and Identification)
• IOSS (Import One-Stop Shop)
• Customs Declaration • ITMATT Data
Who Are Citipost Global?
Citipost Global delivers smart global mail solutions, combining transparency, efficiency, and real-time performance tracking. Our advanced systems empower businesses to optimise campaigns and make data-driven decisions with confidence.
Managing over one million mail items weekly, we ensure fast, cost-effective delivery while providing detailed insights to enhance campaign performance and logistics planning.
We deliver innovative global direct mail services designed to give your business unparalleled visibility, control, and efficiency. Whether you’re managing global communications or need reliable global packet and parcel distribution, our suite of services enables you to stay informed and in command at every stage.
At the heart of our offering is Velociti, our premium global solution, providing detailed reporting, and analytics for all mail formats to ensure your global deliveries are seamless and efficient.
Global Mail Services
We have set a new benchmark for global mail campaign distribution with milestone-tracked technology giving real-time insights for every letter we handle. This industry-leading approach ensures you have the control, confidence, and visibility needed to manage your campaigns without stress or worry.
If you partner with us we will deliver smart, efficient worldwide mail distribution that will help you meet your marketing objectives and drive consumer action.
Global eCommerce Services
Our Global eCommerce services are designed to simplify global parcel shipping. With full item-level tracking, we provide end-toend visibility, ensuring you stay informed throughout every stage of delivery—from processing to the recipient’s doorstep.
Our solutions are tailored to meet the demands of modern businesses, offering flexibility and insight throughout.
We are now an ETOE
In partnership with Spain’s postal service
Citipost Global & Correos
As a licensed Extra-Territorial Office of Exchange (ETOE), we streamline global mail and parcel distribution, giving businesses access to cost-effective, flexible, and tailored delivery solutions beyond national borders.
Our strategic partnership with Correos, Spain’s national post office, allows us to leverage a robust infrastructure while maintaining full control over the postal supply chain. This means faster, more reliable, and cost-effective global mailing services tailored to your business needs.
Global Mail Services
Types of Global Mail
Velociti
What it Covers
Unique to Citipost Global, covering cross-border letters, postcards, flats, and packets.
Entry Point & Handling
Low volume mail is entered at UPU exchange offices, where it is carried under terminaldues rates and delivered by destination Post. High volume mail is injected in bulk directly into the destination Post where commercially advantageous.
Governing Rules & Agreements
UPU Convention & Letter Post Regulations; bilateral/multilateral terminal-dues agreements.
Direct Entry / Injection
What it Covers
Bulk letters or flats pre-sorted for destination country.
Entry Point & Handling
Mail is prepared to destination-country requirements (e.g. ZIP+4 in the U.S.), carries domestic a postage indicia, and is injected directly into the destination Post’s incoming mailstream.
Governing Rules & Agreements
Commercial “Inbound Direct Entry” contracts (e.g. USPS Global Direct Entry® Letters); domestic rate schedules; shippers must meet presort certification (e.g. CASS in the U.S.).
Global Terminal Dues
What it Covers
Standard cross-border letters, postcards, flats, and packets.
Entry Point & Handling
Entered at UPU exchange offices, carried under terminal-dues rates, and delivered by destination Post under UPU Letter Post Regulations.
Governing Rules & Agreements
UPU Convention & Letter Post Regulations; bilateral/multilateral terminal-dues agreements.
*Entry points and handling will change depending on destination and volume
*Governing Rules & Agreements will change depending on destination and volume
*Speed for Direct Entry, International Terminal Dues, and Local look may vary by destination
Types of Global Mail
Local Look
What it Covers
International mail styled to appear fully domestic.
Entry Point & Handling
Same as Direct Entry, but with full domestic indicia, and “looks like local mail” addressing standards so it blends seamlessly in the local mailstream.
Governing Rules & Agreements
Same inbound-direct-entry contracts plus compliance with domestic mail appearance and workshare standards.
What it Covers
Letters delivered via non-traditional postal paths through various global mail consolidators (e.g. hybrid local couriers and privateers).
Entry Point & Handling
Mail is rerouted (often multiple times) through various global channels before reaching last mile destination country, and does not follow the standard door-todoor postal channel.
Governing Rules & Agreements
Service provider contracts, local commerce and data-privacy regulations; minimal UPU involvement.
*Entry points and handling will change depending on destination and volume *Governing Rules & Agreements will change depending on destination and volume *Speed for Direct Entry, International Terminal Dues, and Local look may vary by destination
Introducing the power of Velociti, now you’re in control.
vMail
vMail by Citipost Global redefines global mailing by providing real-time visibility, cost-efficient solutions, and complete control over your mail’s journey. It bridges the gap between traditional mail and digital marketing by offering the same level of tracking and transparency that businesses expect in the digital world.
Seamlessly integrating with your business systems, vMail provides real-time updates on key mailing milestones, including arrival, processing, and final handover within the destination country. Where available, Velociti also offers full end-to-end tracking, including handover confirmation (RESDES), ensuring complete transparency and reliability in global mail distribution.
Velociti represents the next evolution of global mail services.
vMail is redefining global distribution, tackling the key challenges— limited visibility, inconsistent service quality, and the absence of actionable insights.
Powered by integrations with postal authorities and carriers worldwide, Velociti aligns a traditional communication channel with the expectations of the digital world.
Going beyond delivery, Velociti leverages actionable data to enable smarter planning, real-time adjustments and post-campaign analysis to maximise effectiveness and drive measurable successes.
Key Benefits:
• Direct-to-Country (A2B Routes): Utilising direct routes to destination countries minimises delays, reduces the carbon footprint, and ensures faster, more reliable delivery.
• In-Country Injection with Local PPI: By partnering with local postal providers, mail is injected directly into their system, allowing it to appear as domestic mail (e.g., Royal Mail 1st Class). This enhances trust and improves response rates.
• Complete Audit Trail & Compliance: Provides full tracking and compliance assurance for business-critical mail.
• Proof of Handover & Expected Delivery: Offers confirmation of mail handover and expected delivery timelines.
• Meets Industry Standards: Complies with strict regulations for legal, financial, and governmental mail.
Registered Mail
Registered Mail is a postal service option that provides enhanced security and accountability when sending mail or parcels overseas. Here are some key features:
• Enhanced Security: tems sent via registered mail are handled separately from regular mail to reduce the risk of loss, theft, or damage.
• Tracking and Proof of Delivery: Offers detailed tracking information and a delivery receipt, providing proof that the item has reached its destination.
• Insurance and Liability: Depending on the declared value, registered mail may come with a degree of insurance or compensation in case of loss or damage.
• Special Handling: Registered mail is often stored in secure facilities, and its movement is recorded at each step, which adds to its reliability for sending valuable or important documents.
This service is especially useful when sending items such as legal documents, important personal records, or valuable goods that require a higher level of security than standard mail.
The dimensions for items sent via registered mail don’t follow one universal standard—instead, they depend on the type of item being mailed (e.g., Letter, Flat or Packet) as well as the guidelines of the postal authority you’re using.
Dependable global postal delivery with milestone tracking offers outstanding value and simplified customs processing.
Final-mile delivery is by the local postal operator in each country. We handle the export logistics and provide the labels and pricing. Delivery is typically attempted two or three times depending on country/service, with the ability to make inflight changes often available including the option to collect from a local post office. Perfect when costs are critical but you need the peace of mind offered by tracking.
Registered Mail
For your shipments: Less than 2kg to the rest of the world
Mail Layout
This is the recommended layout for international postal services. However, Direct Entry services require a specific layout, which can be provided upon request.
Clear Zone
A space of 25mm should be left clear at the bottom of the labels for postal purposes.
Formats
✓ Tracebility from acceptance to delivery
✓ Exclusive delivery with recipient’s signature
• Letter-Size Registered Mail: When sending documents or letters, your envelope usually needs to meet the minimum and maximum size requirements for standard letter mail. For example, many postal services require a minimum size of around 89mm by 127mm and have a maximum size limit (often around 152mm to 165mm by 229mm to 292mm), though these figures can vary by country and service class.
• Packets and Small Parcels: If your item is thicker or larger than a typical letter (but still relatively flat), it may be classified as a packet. Registered packet services generally have specific dimension and weight limits. Exceeding those may shift the item into a parcel category with different pricing and handling rules.
Addressing Guidelines
Ensure all recipient addresses are:
• Written clearly in Latin characters and Arabic numerals.
• Aligned lengthways, left-justified, and in a compact format (no extra spaces or lines).
• Free from underlining (especially postal codes, towns, or countries).
• Featuring the destination country in capital letters in English on the final line.
Minimum address requirements:
• Recipient’s Name (company or individual).
• Street name, House / Building Number, Floor / Door.
• Postal code (the position of the postal code can vary depending on the country).
• City / Town.
• Country.
No marks or text should appear within 15mm of the left, right, or bottom edge of the address block.
* The position of the postal code can differ from one country to another, for more information visit upu.int/en/activities/addressing/ postaladdressingsystems-in-member-countries.html
Private Address Example:
Sr. Juan Pérez
Calle Mayor 10, 3° B 28013 Madrid
Business Address Example: Citipost Global
Av. Diagonal 640, 5a planta 08017 Barcelona Barcelona
Indicia
• Indicias (PPIs) must be applied to all postal mail.
• The correct indicia must be used for each mail item.
Please see an example below:
Indicia Dimensions
When shipping any item, an Indicia PPI (Printed Postage Impression) must be used and printed according to the following guidelines:
• Positioned in the top right-hand corner of the envelope, carrier sheet, or label.
• There are no specific colour requirements, but the Indicia must be clear and legible.
• The Indicia must be perfectly clear and visible.
• The return address on the Indicia is used only for undeliverable items.
• Any branding or logos should be placed to the left of the Indicia (PPI).
Length + Height + Width = 90cm
Mail Contents
Advertising Mail
(Direct Mail Marketing & Promotional Mail)
Ad-mail consists of promotional content sent via post, and is categorised separately by postal service.
Permitted Advertising Mail Items
• Flyers, Leaflets, and Brochures – Standard marketing materials.
• Catalogues and Magazines – Informational and promotional publications.
• Postcards and Letters – Personalised promotional mail.
• Samples and Small Promotional Items – Provided they meet size and weight restrictions.
• Discount Coupons and Vouchers – Including physical loyalty or membership cards.
• Unaddressed Mail – Leaflets, announcements, and advertisements not targeting a specific recipient.
Restricted Advertising Mail Items
• Obscene or Offensive Material – Many postal operators impose restrictions on adult content.
• Misleading or Deceptive Marketing – Fraudulent advertisements are prohibited.
• Political or Religious Propaganda – Some countries restrict political or religious messaging.
Business Mail (Transactional & Commercial Mail)
Business mail includes official communications, documents, and essential business-related correspondence.
Permitted Business Mail Items
• Invoices, Statements, and Bills – Essential financial and transactional documents.
• Contracts and Legal Documents – Provided they comply with legal mailing requirements.
• Official Correspondence – Letters exchanged between businesses and customers.
• Certificates and Licences – Subject to postal regulations.
• Cheques, Money Orders, and Banking Documents
– If permitted by the specific postal operator.
• Company Newsletters and Reports – Internal or external corporate communications.
Restricted Business Mail Items
• Hazardous Materials or Dangerous Goods – Including documents containing sensitive chemical data.
• Perishable or Temperature-Sensitive Documents – Some regions prohibit mailing organic-based materials.
• Counterfeit, Fraudulent, or Unauthorised Financial Documents
– Illegal financial instruments are strictly banned.
Delivery Aims
Through our ETOE agreements, we operate a direct-to-country (A–B) service, bypassing the host nation’s postal system. This direct approach reduces transit times, lowers carbon emissions, and ensures faster, more reliable global delivery. Additionally, we have operator-to-operator agreements in several countries, including Canada, Ireland, Spain, and the USA, which expedites the delivery service.
At Citipost Global, we measure transit times in two key stages to ensure delivery efficiency:
1 Cross-border transit – The average time from Citipost Global dispatch to receipt by the destination country’s postal authority. We track week-on-week performance to identify trends and optimize efficiency.
2 Local delivery – The average time taken for how long it took for an item to be delivered after being received by the destination country’s postal authority.
We also provide a detailed transport schedule for eCommerce and mail shipments, ensuring full transparency on departure frequencies and expected delivery timelines.
Service Alerts
Our Service Updates feature provides real-time alerts on global disruptions or potential mail delays, helping you stay informed and proactive in managing your shipments. Whether you’re shipping documents or parcels, our intelligent tracking and notification system ensures you’re always connected and in control.
The Value of Postal Alerts in E-Commerce Logistics
In today’s dynamic logistics environment, staying informed of regional disruptions is essential. Here’s how postal alerts enhance operational efficiency and customer satisfaction in e-commerce shipping:
1. Advance Notice of Regional Disruptions
Stay ahead of unexpected events — such as strikes, severe weather, or transport network issues — with early warnings that help mitigate risk to deliveries in affected regions (e.g., Miami, Florida).
2. Proactive Customer Communication
Real-time alerts allow you to notify customers of service interruptions promptly, demonstrating transparency and reducing frustration around unforeseen delays.
3. Smarter Order Management
Armed with accurate disruption data, your fulfilment team can adjust shipping timelines, reroute parcels, or temporarily pause shipments to impacted areas — avoiding undeliverable orders and unnecessary costs.
4. Reduced Pressure on Customer Service
Informed customers are less likely to contact support with “Where’s my order?” queries. This lightens the load on your customer service team and improves internal efficiency.
5. Increased Customer Trust and Loyalty
Clear, timely updates build trust during uncertain times. Demonstrating responsiveness and care strengthens relationships and encourages repeat purchases.
6. Greater Operational Resilience
Postal alerts empower your logistics team to make agile, informed decisions — helping your e-commerce business maintain continuity, even amid disruption.
Operational Process
Operational Hours
Monday to Friday 07:00 – 17:00 Please note: Hours may vary during peak periods or in exceptional circumstances.
Mail Presentation
Mail delivered in to Citipost Global must:
• Be sorted and bundled by destination, zone, and service level for all destinations.
• Be clearly labelled with content details and securely bundled in mailbags or placed on pallets.
• Have the correct PPI applied, based on the routing of the destination.
• Include a completed CN22 declaration where required (eCommerce only), provided by the customer.
Manifest (Pre-Alerts)
• Shipments will only be accepted when accompanied by a Citipost Global manifest.
• A copy of the manifest should be emailed to Citipost Global (clientservices@citipost.co.uk) prior to shipment delivery or collection.
• Items that arrive without a manifest will be quarantined.
Pallet Labelling
• Mail delivered to Citipost Global on pallets requires a specific pallet label using the following template:
Mail Check-In Procedure
• When your shipment arrives, our check-in team verifies the quality and weight and quantity of containers (bags, pallets, boxes) against your manifest.
• If we identify any discrepancies, we will place the shipment on hold and notify you as soon as possible. It will remain on hold until we receive written confirmation to either proceed with processing or return your mail.
Processing Aim
• Mail is processed and released within 24 to 48 hours of arrival at Citipost Global’s premises, Monday to Friday, depending on the service level required.
Undeliverable Mail
• Undeliverable mail is sorted weekly and can either be collected by the customer or delivered to their office.
Returns
• Undeliverable items will be returned in accordance with the details provided in the Indicia (PPI). A return address is not required for this process. However, if a return address is included, it must follow strict guidelines. Including a return address may result in surcharges within the destination country and is therefore done at your own risk. If the return address is located in the destination country or in any country other than the UK, the destination Post Office may impose significant fines.
• Each customer is assigned a unique reference code upon account setup. This code allows Citipost Global to quickly identify and track any returned mail back to the originating customer. When mail is returned to Citipost Global, it is immediately segregated by customer reference and made available for that customer’s use.
Global eCommerce Services
Citipost Global’s eCommerce
portfolio includes:
In today’s dynamic logistics environment, staying informed of regional disruptions is essential. Here’s how postal alerts enhance operational efficiency and customer satisfaction in e-commerce shipping:
vPaq Lite
Ideal for low-value orders that do not require a delivery notification, offering cost-effective worldwide delivery through the destination country postal services.
vPaq Pro
Reliable international postal delivery through the destination country postal service, with milestone tracking up to delivery, delivering exceptional value and streamlined customs clearance.
vTraq
A fully featured parcel service, enjoy courier-comparable transit times at a fraction of the cost,
Permitted Items & Restricted Items
Certain items are prohibited from being shipped in accordance with international law
Please ensure that your shipment complies with these laws, as Citipost Global does not accept liability for any errors or omissions regarding the contents of your shipment. A general list of prohibited items is provided below.
In addition to international regulations, please be aware that individual countries may have their own specific legislation and regulations concerning the shipment of goods.
We recommend verifying that your shipment does not contravene any laws of the destination country or any country through which your shipment will transit. You must ensure that the description of your shipment clearly indicates that none of its contents breach any of these laws. All mail must meet legal requirements
Permitted Items
emissions compared to multi-leg
Take advantage of Citipost Global’s exclusive Correos partnership rates, faster transit times, and unparalleled reliability for all your Iberian shipments.
Restricted Items
eCommerce Presentation
Addressing
• The sender address is automatically generated in PortalNow.
• Depending on the destination country, the full address may not be visible on the parcel label. In such cases, the necessary information for processing undeliverable items is included in the barcode.
Manifesting
• Shipments can be automatically manifested via PortalNow, the details are automatically forwarded to our third-party providers.
• This should be sent in an excel format to our pre-alert email address: clientservices@citipost.co.uk.
• Accepted/available formats: CSV, XML, and API.
Packaging Requirements
• All parcels must be rectangular or square with a flat surface (jiffy bags and plastic pouches allowed for items up to 2kg).
• Packaging must be durable, secure, and suitable for transit, protecting against pressure, vibration, falls, and temperature changes.
• Fragile items must be packed appropriately with cushioning on all sides.
Outer packaging should not reveal the contents or value and must withstand:
• A diagonal drop from 80cm.
• Pressure resistance of at least 100kg.
• Use strong sealing materials (e.g., tear-resistant tape); avoid sharp edges, staples, or loose strapping.
• Citipost Global does not accept liability for inadequately packed items.
Delivery
Incoterms
DAP (Delivered at Place)
For parcel shipments to EU destinations under a DAP-equivalent model, the seller arranges and pays for everything up to delivery— packaging, export clearance, international carriage and handling— while the buyer in the destination country handles import customs clearance, pays any duties and taxes (either during clearance, with goods held until payment, or at the point of delivery), and unloads or collects the parcel upon arrival.
DDP (Delivered Duty Paid)
Under DDP, the seller takes on nearly all responsibility and cost by arranging and paying for the entire journey of the goods —from export clearance in the origin country through international transport, import clearance, duties, taxes, and delivery to the buyer’s named place—leaving the buyer only with the task of unloading and any subsequent local handling beyond that point.
IOSS (Import One Stop Shop)
For parcel shipments under DAP via IOSS, the seller signs up to the EU’s Import One-Stop Shop and adds the correct destinationcountry VAT to the customer’s checkout total for low-value parcels (<€150), enabling customs to release packages through the “green channel” without further VAT charges, and the buyer takes care of import customs clearance, pays any customs duties and carrier handling fees at import or on delivery.
Delivery Aims
• Europe: Average delivery time is 3 to 11 days
• ROW: Average delivery time is 5 to 15 days
• Delivery Days: Typically, Monday to Friday, excluding public holidays.
Delivery Experience
• Parcels are delivered directly into the recipient’s mailbox.
• If the parcel does not fit, it may be handed directly to the recipient, a household member, or a neighbour.
• If no one is available, the parcel will be taken to the nearest post office for collection, and a notification card will be left in the mailbox with pickup details.
Labelling
• Use one clear label per parcel, minimum size 15cm x 10cm.
• Affix to the largest side of the parcel — do not place over tape, handles, or use labels to seal.
• Labels must be fully visible and unobstructed (no tape, strapping, or strings).
• Labels can be printed on self-adhesive or plain paper (glued).
• Labels are generated via PortalNow, with CN22 support.
• Each label includes a barcode used for tracking and routing within the Citipost Global system.
Integration & Tracking
Types of Integration
• Manual upload into PortalNow – Generates your label, S10 barcode, and CN22/23.
• Bulk CSV upload into PortalNow – Generates your label, S10 barcode, and CN22/23.
• API via PortalNow – Generates your label, S10 barcode, and CN22/23.
• XML file upload via SFTP – You will be assigned a number range from Citipost Global, and you will need to create your own label.
Tracking Coverage
• Tracking quality can vary by country and peak times due to reliance on domestic postal operators, whose scanning reliability and capacity may fluctuate. This is a common challenge across all postal-based delivery providers. While postal organisations worldwide are continuously improving tracking technology and processes, progress varies by country.
• Tracking indicators are provided for guidance but may not fully represent the success rate of delivery event reporting. Delivery dates are generally available within 24 to 48 hours after parcel receipt, and tracking updates can be viewed on the Citipost Global platform.
• Missing scans usually result from scanning errors or transmission issues but do not affect actual delivery, which remains highly reliable. Citipost Global does not take responsibility for missing scans or tracking data, and such gaps do not qualify for compensation claims.
Methods of Tracking:
Via Citipost Global Tracking
• Citipost Global Tracking enables you to track sent items.
• From the homepage, you can search multiple items. Additionally, you can set up notifications to receive updates on each event and obtain a direct link to track the item on the vendor’s website when available.
• Citipost Global PortalNow provides the option to send automatic email notifications to your customers. This feature allows notifications to be sent directly to the recipient’s email address. You can activate this functionality within PortalNow.
• Using the email notifications, you can inform your customers of the track & trace link, allowing them to follow the parcel’s status directly.
Via Final-Mile Carrier
• Tracking is also available via the local postal carrier’s tracking website.
Citipost Global End to End Process
Processing Stage
• Injection Citipost Global
• Check In
• Processing
Cross-Border Transit
• Linehaul to destination
• Arrival in destination country
• Customs clearance (if applicable)
• Handover and Injection to destination post
Local Delivery
• Delivered to recipient
Customs & Compliance Framework for eCommerce Shipments
Electronic Advance Data Requirements (EAD)
• From 1st January 2021, consignment and content data for items being exported, including letter mail containing goods up to 2 kilograms, must be entered electronically and transmitted to the destination country in advance. This requirement applies to all eCommerce solutions, including untracked options.
• Each parcel, including untracked items, must have the following:
• A UPU-compliant S10 barcode (a unique 13-digit item identifier) attached to the item.
• A correctly completed CN22 or CN23 customs declaration attached to the parcel.
• Complete Electronic Advance Data (EAD), including an electronic CN22 or CN23..
• Failure to provide correct and complete information could result in items being refused by customs authorities, returned, destroyed, or subject to significant delays.
S10 Barcodes
All parcels require electronic pre-advice data with sender, recipient, and content details, linked by a unique S10 barcode on the label. Citipost Global’s systems support data capture and S10 label generation for tracked and untracked services, with onboarding assistance or EDI integration available.
HS Codes (Harmonized System Codes)
HS codes classify traded goods for customs and import/export documentation. The UK uses an extended WCO system, with the first 6 digits standard globally and digits 7-10 UK-specific. You can find UK HS codes via the gov.uk Trade Tariff tool. Accurate codes are essential for customs compliance, avoiding delays, fines, or extra duties.
EORI Number (Economic Operators
Registration and Identification)
• Required for businesses trading goods globally (UK/EU).
• Used for customs clearance and tracking imports/exports.
• Example: GB123456789000 (UK business EORI number).
IOSS (Import One-Stop Shop)
• For non-EU sellers shipping low-value goods (under 150 Euros) to EU customers.
• Allows VAT to be charged at check out and reported monthly.
• Speeds up customs and avoids unexpected charges for buyers.
Customs Declaration
If the mail being sent contains goods or has a commercial value, the correct postal customs declaration must be completed. These are:
• For goods up to the value of £270 (CN22)
• For goods over the value of £270 (CN23) Additional information and guidance regarding exporting goods, customs duties and tax requirements is available on the Government website at www.gov.uk/starting-to-export
ITMATT Data
• ITMATT (Item Attribute) data is the electronic equivalent of the paper CN22/CN23 customs declaration, standardized by the Universal Postal Union (UPU) as an EDI message. It provides customs and transport-security authorities with key details to clear global mail.
• Contents Includes sender and recipient info, plus item details such as description, quantity, weight, value, HS tariff number, and country of origin.
• Purpose Used by destination postal operators and customs to process, risk-assess, and clear mail without paper declarations.
• Exchange Origin post collects data at dispatch, sends ITMATT messages via UPU EDI networks ahead of shipment.
• By electronically transmitting all customs-relevant data in a standard format, ITMATT speeds up processing, reduces customs delays and fees, and enhances transport security for global parcels.
Membership & Supporters
Accreditations
Example of CN23 Declaration For goods over the value of £270
Example of CN22 Declaration For goods up to the value of £270 Our
