In case you have received a parcel with clear signs of damage or your parcel was officially declared lost by the courier company, you are entitled to start a claim procedure. In the unlikely event of a damage, you need to inform us about the situation no later than 48 hours after you receive your shipment.
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 email@example.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 have 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 of 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 the 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.