Parcel claims: for senders and recipients
Did something happen to your parcel? Did it arrive damaged? Or did it not arrive at all? If so, our claims department is here for you.
How to submit a parcel claim
Senders (online shops)
- Enter the complaint thru the Client section. The fastest way to file a claim is to click on the “!” icon in the Submitted shipments section directly on the selected shipment (see the arrow pointing towards that section on the far right in the image below).
Recipients (end customers)
- If you do not physically receive the parcel, then the sender is the person entitled to file a claim—in this case, please contact them directly.
- If you did receive your parcel and discovered it is damaged, you should file a claim using our claim form. In the Choose person type section, tick I am the recipient and fill in the tracking number of the shipment you want to claim.
You can also go to the online claims form directly by clicking on the button below ↓
What happens after I file a claim?
- After submitting a claim thru the claim form, you should receive a confirmation that it arrived to our claims team.
- Colleagues from the claims department should contact you within 30 days (but will usually get back to you within a few days) to discuss a solution.
