If your parcel arrived damaged or the selected courier company declared it officially lost, you are entitled to start a claim procedure. In case of a damaged shipment, it is important that you inspect its integrity when the courier delivers it and file a report together with the courier driver.
In case of loss or damage of the parcel, Eurosender offers free assistance in submitting complaints to the logistics service provider. We will carry out the entire process on your behalf, from gathering the entire documentation to keeping the communication with the selected courier provider. Whenever a new event occurs, we will send you updates on the situation.
There are a few things you need to keep in mind when starting a claim procedure.
1. File a damage report together with the courier driver
Once the parcel reaches the destination, don’t sign the delivery confirmation without hesitation. Instead, check its condition in the presence of the courier driver. In case the parcel has clear signs of damage, ask the courier driver to file a damage report. The damage report should have both your signature and the one of the courier driver.
Without a damage report, the claim is likely to be rejected by the courier company. Please note that allegations that the courier driver left too fast or that the damage was discovered only after unwrapping/opening the parcel, will not be taken into consideration by the courier company.
2. Report the event to Eurosender
Once you have the document and other supporting information to report your case, send us an email at claims@eurosender.com. The email has to be sent no later than 48 hours after you have received your shipment.
3. The necessary documentation
Upon receiving your e-mail, Eurosender will send you a special form to fill out. The information that has to be provided are:
4. The submission of the documentation
After gathering all the documentation, Eurosender will submit them to the logistics service provider in charge of the delivery. We will keep you updated about the progress of the claim procedure via email. During the process, we might ask you to provide us with additional information, so we recommend checking your email regularly.
5. The duration of the claim procedure and its conclusion
Upon receiving the documentation of the claim, the logistics service provider has up to one (1) month time to render a decision.
In case the claim is rejected, we will inform you about the reason for rejection and potential explanations.
In case the claim is accepted by the courier company and the insurance company (if you had purchased additional insurance), we will communicate the exact amount of money that is granted to you by the courier company and by the insurance company. The amount of compensation is calculated based on the evaluation of the logistics service provider. In this case, we will need the bank account details in order for us to transfer the compensation to you. The money transfer is carried out within 30 business days.
The decision on the admissibility of the claim and on the amount of refund is made independently by the logistics service provider. Please note that once the courier company issues a decision, the claim procedure is considered concluded. No appeal can be made to their decision.
If your claim is accepted, you will be compensated according to the actual costs of repair/replacement of your damaged or lost items, but limited to:
The process is similar as described above. The logistics provider will have to render a decision about the admissibility of the claim. Only if they have accepted the claim, the insurance company providing the additional insurance will also compensate. If the claim is rejected by the logistics provider, the amount covered by the additional insurance will not be granted.
If your shipment was damaged and you filed a damage report, please let us know as soon as possible. We will send you the instructions and you will need to send us all the necessary information in maximum 48 hours.
The courier companies we work with have different time limits for submitting the claim documentation. Time is crucial, therefore make sure you inform us as soon as possible.
If you had placed items that are forbidden from shipping, you will not be entitled to compensation. This is because the insurance applies only if the shipment contains allowed items for shipping and it is packed in the recommended way for transportation with logistics providers.
The courier company can decide to refuse a claim for different reasons, such as, but not limited to forbidden content, missing damage report, filing the claim after the time limit imposed for such matters, inappropriate packaging etc.
The damage report is a necessary document to start a claim. Eurosender can still send the incomplete documentation to the courier company, but it may not be accepted by the courier company.
Once you are informed that the reimbursement is granted, according to our Terms and conditions, you will receive a refund within 30 days from the moment we informed you about the admissibility of the refund.
If reimbursement is granted, you will need to provide us with one of the following details:
You will always receive the reimbursement through the payment method chosen when placing the order.
In case you paid for the service via bank transfer, you can arrange to receive the reimbursement via PayPal instead. For Credit Card payments, you will always receive the refund on the same Credit Card.