Frequently asked questions

Damaged mail / parcel

Sorry to hear that your mail or parcel was damaged. Let’s see if we can help you along.

Did the item arrive damaged?

Please inform the sender immediately, as he or she may be entitled to compensation. Note that the sender may ask you for photos of the damaged contents, box or other packaging (or mail item and envelop, as the case may be).

Did you send the item?

We kindly ask that you report the damage using one of the contact options below. Whether you qualify for compensation will depend on the chosen delivery service.

Regular delivery

Compensation is not awarded in the case of uninsured mail and parcels. You are still welcome to register a complaint. That way we can make sure that it does not happen again.

Insured delivery

Mail and parcels sent with one the following delivery services may be eligible for compensation: 

  • Signature for Delivery
  • Insured Delivery
  • Priority Delivery

The amount of compensation that is awarded depends on the value of the contents and the chosen delivery service. Note that any damage must be reported within seven days (excl. Sundays and holidays) of delivery in order to qualify for compensation.