Parcel or mail damaged
Sorry to hear that your package or mail is damaged. Below you can read what you can do in that case.
Are you the recipient?
Then let the sender know as soon as possible that you received the mail item damaged. The sender may then be able to claim compensation. In doing so, the sender may request photos of the damaged contents, the box and other packaging material (or the postal item and envelope). However, you can report the damage via the “Report damage” button. This allows us to prevent this from happening more often.
These photos are necessary to process a claim for damages:
- The complete outer packaging with the address and barcode
- A clear photo of the address and barcode
- A clear photo of the damage to the outer package
- One or more photos of the inner packaging
- One or more photos of the entire item One or more
- clear photos of the damage to the
Are you the sender? Click the “Report Damage” button below to report this. Whether you are eligible for compensation depends on the method of sending.
Are you a sender?
Click the “Report Damage” button below to report this. Whether you are eligible for compensation depends on the method of sending.
Am I eligible for compensation?
If you shipped the item or package with one of the following shipping options, you may be eligible for compensation:
- Registered
- Insurance Service
- Emergency Service
Uninsured mail and packages are not eligible for compensation. Of course, you can report the damage to us. This way, we can prevent it from happening again.
Report damage within seven days of delivery
Please note that to qualify for compensation, you must report the damage to us within seven days of delivery (excluding Sundays and holidays). To do so, use the “Report damage” button or the contact options below
.The amount of compensation depends on the value of the content and the shipping option chosen. When you report the damage to us, we ask you to send proof of the value of the contents of your shipment. This includes:
- The purchase or purchase invoice; The sales invoice or
- proof of sale (e.g. a bank transfer, Paypal receipt, Catawiki/Ebay invoice, etc.)
- Another legal proof of value
In most cases, compensation is calculated on the basis of the purchase value (excluding VAT). However, we always ask you to include the sales invoice to determine the content of the shipment.
Example:
You purchased a television for €269 (excluding VAT), for which you have a purchase invoice
.You sell the television for €400 (incl. VAT)
.You have insured the shipment up to €500 when sent through us
.We will reimburse you €269, - and the shipping costs (excluding any insurance premium
).In most cases, compensation is calculated on the basis of the agreed sales value or on the purchase value, deducting any depreciation (daily value).
Example:
You sent your old laptop to a family member as a gift.
You have insured the shipment up to €500 when sending it through us.
The purchase invoice more than 2 years ago was €800.
The depreciation of your brand laptop is 25% per year (so 50% after 2 years).
We will reimburse you €400, - and the shipping costs (excluding any insurance premium).
Report damage within seven days of delivery
