The claim procedure

Claim procedure & refunds

 

When can I start a claim procedure?

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 damage, you need to inform us about the situation no later than 48 hours after you receive your shipment.

 

How does the claim procedure work?

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.

 

The claim procedure, step by step.

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 have to be provided are:

  • The list of damaged/missing item(s) and their value;
  • The content and the estimated value of your item(s);
  • The method of packaging and photos of the parcel;
  • The proof of collection and invoice(s) of the lost/damaged item(s). In case you will not able to provide the invoice(s), you will be asked to provide an estimated value of your damaged or lost item(s).

 

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.

 

What is the amount I will be compensated for?

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:

  • 200 € for packages or suitcases if you didn’t purchase any additional insurance;
  • the additional insurance coverage purchased for packages or suitcases;
  • the value established by the CMR Convention for freight if you didn’t purchase additional insurance; or,
  • to the value of your shipment, in case that you purchased additional insurance for freight.

 

How does the claim procedure work in case I had purchased additional insurance?

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.

 

Things to take into consideration before starting a claim procedure
  • The insurance is only valid if the items have been properly packed in accordance with our guidelines. Proper packaging for shipments includes an undamaged and strong cardboard box or a hard-shell suitcase, covered with stretch wrap. For freight shipments, the use of a pallet and other special packaging materials are recommended in order to fix the shipment and allow for an easier handling by the courier service provider. On our website, you can find more information about how to properly prepare the packages and freight shipments for shipping.
  • The insurance will not apply if your package or freight shipment contains prohibited items. For a complete list of prohibited items, please read the section 10.4 of our Terms and Conditions.
  • If you are sending items of a high value or items sensitive in nature and which are more prone to damages during transportation, you are strongly advised to purchase additional insurance.
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