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?

When you report the damage to us, we ask you to send proof of the value of the content of your shipment. For example:

The purchase or purchase invoice;
The sales invoice or proof of sale (for example a bank transfer, Paypal payment receipt, Catawiki / Ebay invoice etc.);
Another valid proof of value.

Example of compensation for damages on sale

In most cases the compensation is calculated based on the agreed sale value or the purchase value after deduction of any depreciation (current value).

Example:

You have sent your old laptop as a gift to a family member.
You have insured the shipment when sending through us up to € 500.
The purchase invoice from more than 2 years ago was € 800.
The depreciation of your brand of laptop is 25% per year (so 50% after 2 years).
We reimburse € 400 and shipping costs (excluding any insurance premiums).

Example calculation compensation for a gift

In most cases the compensation is calculated based on the agreed sale value or the purchase value after deduction of any depreciation (current value).

Example:

You have sent your old laptop as a gift to a family member.
You have insured the shipment when sending through us up to € 500.
The purchase invoice from more than 2 years ago was € 800.
The depreciation of your brand of laptop is 25% per year (so 50% after 2 years).
We reimburse € 400 and shipping costs (excluding any insurance premiums).

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.