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Frequently asked questions

Parcel or mail damaged

Sorry to hear that your parcel or mail is damaged. Read below to see what you can do.

Are you the receiver?

Let the sender know as soon as possible that you have received the item damaged. The sender may then be able to claim compensation. The sender can request photos of the damaged content, the box and other packaging material (or the mail item and the envelope).

Are you the sender?

Then you can report the damage to us using the contact options below. Whether you qualify for compensation depends on the method of sending.

Sent uninsured

Uninsured mail and parcels are not eligible for compensation. You can of course report the damage to us. This way we can prevent it from happening again.

Insured mail

If you have sent the mail item or parcel with one of the following shipping options, you may be eligible for compensation:

  • Registered mail
  • Insured mail
  • Payment on delivery
  • Priority mail

The amount of the compensation depends on the value of the content and the shipping option chosen. Please note: to be eligible for compensation, you must report the damage to us within seven days of delivery (Sundays and bank holidays excluding). You can use the contact options below for this.

How is the value of the content determined?

Example of compensation for damages on sale

Example calculation compensation for a gift

Report the damage within seven days after delivery

Please note: to be eligible for compensation you must report the damage to us within seven days after delivery (Sundays and bank holidays excluded). You can use the contact options below for this.

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