The exterior of a post office in Kuwait

For generations, the postal service in Kuwait was a modest but dependable presence in everyday life. Long before the rise of online shopping, courier companies, and digital communication, Kuwait’s neighbourhood post offices formed part of a predictable rhythm: sending letters, receiving parcels, renewing PO boxes, and visiting the main offices for stamps or registration.

Residents speak fondly of the early years, when post offices were fully staffed, clerks knew customers by name, and international letters moved with surprising efficiency. The system was simple, human, and personal, a hallmark of public service at a time when global communication was slower and more deliberate.

But the Kuwait postal system has not remained untouched by modern pressures. As online shopping surged and mail volumes expanded, the sector, which had long suffered from underinvestment, staffing shortages, and outdated procedures, struggled to keep pace. By the 2000s and 2010s, stories of missing parcels, slow deliveries, and inconsistent service became common. Today, Kuwait stands at a crossroads: between a nostalgic past that many remember well, a difficult present marked by operational challenges, and a future that may soon see sweeping reform.

Among the strongest testimonies to Kuwait’s earlier postal reliability comes from Maxine Meilleur, owner of Better Books, the popular bookstore in Salmiya, which is now closed. For years, Maxine used the postal system extensively for business and personal exchanges. She recalls a time when Kuwait’s post offices were not only operational but also efficient, friendly, and surprisingly global in reach. As she puts it: “I once used the Kuwaiti postal system to sell things and ship them worldwide on eBay, and I also traded coins with collectors using the Kuwaiti postal system.” Her experience reflects a period when international mail, especially outbound, functioned smoothly. Even today, she notes that sending letters outward remains reliable: “Mailing out and increasingly in has gotten to be almost trouble-free. Package tracking in and out is available, and Kuwait Mumtaz express post is a fraction of the FedEx cost with full tracking.” Mumtaz Service is the name of Kuwait's express mail service. To use it, you visit a post office, place your mail in a "Mumtaz" envelope, deliver it, and pay the fees. For international mail, the service is also called Mumtaz Mail and may require additional information for customs clearance, such as the recipient's phone number, email address, and relevant documentation. “Mumtaz is the equivalent of registered mail. They give you a special envelope. The fee is about 800 fils.” She goes on to make a classic postal clerk joke: “I used to ask whether Mumtaz arrived faster. They always laughed and said, ‘Sometimes yes, sometimes no.’”   This stands in contrast to the accounts of many other residents, particularly regarding incoming mail, which for years suffered from delays or failed deliveries. But Maxine’s detailed recollections offer a window into how the system functioned at its best and how its operational culture once made up for structural limitations.

The international version of the service, also known as “Mumtaz Post,” requires careful preparation to ensure smooth processing and delivery. When addressing a shipment, it is recommended to include the recipient’s landline number, mobile number, and email address to accelerate handling and avoid delays. Proper customs documentation, such as invoices, licenses, or certificates, should be securely attached to expedite border clearance. Senders must also be aware of prohibited items, which include lighters, perishable infectious substances, and certain restricted media. For medications, a valid medical prescription or detailed product specifications are mandatory. Additionally, items shipped for commercial purposes, such as jewellery or precious metals, require prior authorisation from the Ministry of Trade and Industry before being dispatched. Kuwait’s uniquely traditional packaging rules remain memorable: “I’m about 90% sure that they still require them to be wrapped and sewn in white cloth,” says Maxine. “You take it to a tailor first.”

One charming part of Maxine’s account is her description of daily life in Mishref, where postal service was integrated into her routine: “Years ago, when I lived in Mishref, I used to walk every day to the Co-Op and the post office. The clerks got to know me because I would mail and trade coins with people all over the world.”  She describes a postal network where staff turnover happened, but the service culture remained intact: “Although the clerks and management eventually retired or rotated, the staff in the Mishref post office have always remained friendly.”  Her practical knowledge also highlights the system's structure: “Sending a letter to the United States costs around 150 fils, and regular mail usually arrives within two weeks at most,” she says.

For decades, PO boxes have been Kuwait’s most reliable method of receiving mail: “If someone sent me coins, they would arrive in my PO Box, and I would unlock it with my key and collect them,” she recalls.  This is because home delivery has historically been inconsistent at best. Maxine recalls the old problems vividly: “Kuwait has never been very good at delivering mail to home addresses. Years ago, delivery workers would skip their routes, have tea, and dump mail in the desert.”  Her account is humorous, nostalgic, and painfully honest, and it echoes the experiences of many longtime residents who remember the struggles of home delivery.

Essa Yahya Dashti BEM, Secretary of Kuwait Philatelic and Numismatic Society

While Maxine captures the lived experience of the postal service over the years, Essa Al-Dashti provides an insider-style structural critique of the system today. His detailed observations paint a sobering picture. He begins bluntly: “The postal service in Kuwait has become worse and worse for many reasons. It is nothing like it used to be in the past.” The core issue, according to Essa, is staffing: “One of the biggest problems is the lack of employees. Many of the old workers have retired, and the government is not hiring enough new staff to replace them.”  The consequences have been severe: “More than 21 post offices have closed because the employees retired and there is simply no one left to run them.”

Essa’s comments highlight how human resources, not infrastructure, form the primary bottleneck. Without enough people to sort, process, and distribute mail, even the best technology cannot carry the load. He also notes that although some services remain functional, they have slowed significantly: “There are still some services operating, such as registered mail and cargo mail, but even those are delayed. International shipments now take about three weeks from country to country.” His conclusion is striking: “This is why the postal service has become so bad here in Kuwait — there are not enough workers, and the system has not been updated to deal with the shortage.” Essa’s perspective introduces a crucial dimension: decline was not caused by incompetence or mismanagement alone, but by demographic, administrative, and policy gaps that accumulated over the years.

One recurring theme across testimonies is the surprising contrast between sending mail out of Kuwait and receiving mail into Kuwait. While Maxine and others report success with outgoing letters and parcels, the stories about incoming mail reveal a long history of problems. Patricia Whitman recounted the infamous two-year delay in receiving Christmas decorations mailed from Northern Ireland: “I never received them,” she said, but much later she had a parcel on her doorstep, covered in a Kuwaiti postal stamp, returned to sender after 2 years!!  This chaotic setup led many residents to avoid postal services altogether, relying instead on private couriers, workplace addresses, or travellers who could drop items into foreign mailboxes.

Despite the challenges, several users, including Maxine, highlight meaningful improvements in recent years, especially in international online orders. A key shift was the consolidation of parcel processing in South Surra / Hattin, where the system is far more organised than in the past. Maxine describes it clearly: “Now all packages go to Hatten, they call or text you when it is available for pick up. You may have to pay 1 KD customs and open it in front of them.”  Jojy John, another user confirms: “They even send messages for parcels!!!”

While this system is not without flaws, it represents a major step forward: centralised processing, digital notifications, and basic customs procedures help ensure that packages no longer disappear into the system. However, these improvements are limited primarily to online shopping parcels, not traditional letters or PO box mail, areas where Kuwait still faces structural limitations.

The Gulf region has seen a wave of postal modernisation in the past two decades, from full privatisation to public-private partnerships and digital transformation. Kuwait is finally positioning itself to join this regional shift. Recently, the Kuwaiti government announced a major step: a tender to hire a consulting firm to establish a new Kuwait Post Company, aimed at restructuring and modernising the entire sector. The official tender reflects a recognition that the system cannot be fixed with minor adjustments; it requires structural transformation and updated operational models. Despite the challenges, there are glimmers of hope: centralised parcel centres, digital notifications, and government-level recognition of the need for overhaul.

With the newly announced tender to establish a modern postal company, Kuwait now has an opportunity to transform its postal sector into a service that matches the needs of the digital age. The road ahead will require investment, restructuring, and strong management — but if executed well, Kuwait may once again have a postal system worthy of its people’s expectations.