Information and step-by-step guide
If your shipment or an item of your shipment has arrived damaged or the selected transport company has declared it officially lost, you are entitled to start a claim procedure. In the event of a damaged shipment, it is important that you inspect its integrity when the transport company delivers it and file a report together with the driver.
In the event of shipment loss or damage, Eurosender offers free assistance in submitting a complaint to the transport company. We will carry out the entire procedure on your behalf, from gathering all required documentation to maintaining communication with the transport company involved. We will send you updates on the situation as we receive them.
There are a few things you need to keep in mind when starting a claim procedure.
STEP 1
Upon delivery, do not immediately sign the proof of delivery without checking the state of the shipment in the presence of the driver.
If the shipment has clear signs of damage, ask the driver to file a damage report. The damage report should have signatures both from you and from the driver. It is advisable for the recipient to add a comment on the delivery note they sign explaining the damage, as proof that the damage was noted at the time of delivery.
Without a damage report, the claim is likely to be rejected by the transport company. Please note that allegations that the driver left too fast or that the damage was discovered only after unwrapping/opening the shipment will not be taken into consideration by the transport company.
STEP 2
Once you have the document and other supporting information to report your damage claim, notify the Eurosender Claims team through our website contact form. If possible, please inform us on the day of delivery or no later than 48 hours after your shipment has been delivered.
If your shipment has not been delivered and there have been no updates to your tracking link after more than a week, let us know via the contact form so that we can open an investigation with the transport company.
STEP 3
Upon receiving your message, Eurosender will send you a form to fill out. You will need to provide the following information:
STEP 4
Please provide all the required documentation within the deadline of 2 business days to minimise the risk of your claim being rejected by the transport company. Eurosender will then submit the documentation to the transport company 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.
STEP 5
Upon receiving the documentation of the claim, the transport company has up to two (2) months’ time to render a decision.
If the claim is rejected, we will inform you about the reason for rejection and potential clarification.
If the claim is accepted by the transport company and the insurance company (if you had purchased additional insurance), we will communicate the exact amount of money that will be granted by the transport company and by the insurance company.
The amount of compensation is calculated based on the declared value of the items, the maximum possible insurance coverage (if purchased), liability limitations and other factors such as amortisation and VAT deduction. In this case, we will need your bank account details in order to transfer the compensation to you. The money transfer is carried out within 30 days.
The decision on the admissibility of the claim and on the amount of reimbursement is made independently by the transport company and by the insurance company, if additional insurance was purchased. Please note that once the transport company issues a decision, the claim procedure is considered concluded. No appeal can be made against their decision.
If your claim is accepted, you will be compensated according to the cost of repair or replacement of your damaged or lost items, or the value at the time of incident, whichever is lower. This is limited to:
Please note that items decrease in value over time due to amortisation and this may also affect the compensation to which you are entitled.
The process is similar as described above. The transport company will have to render a decision about the admissibility of the claim. If the transport company accepts the claim, the insurance company will be able to cover the rest of the value within the limit of the insurance coverage. If the claim is rejected by the transport company, the amount covered by the additional insurance will not be granted.
Please note that additional insurance with Eurosender is subject to Eurosender Terms and Conditions. Even if the claim is accepted by the transport company, additional insurance will not be granted if you do not provide all the necessary documentation or if there has been any breach of the Terms and Conditions.
If your shipment was damaged, please file a damage report and contact us on the date of delivery. We will send you instructions via email and you will need to send us all the necessary information within a maximum of 48 hours. The transport companies we work with have different time limits for submitting the claim documentation. Any claim submitted later than the delivery date and without a damage report may be rejected by the transport company. Time is of the essence, therefore make sure you inform us as soon as possible.
If you had packed items that are listed as restricted or forbidden for shipping, you will not be entitled to compensation. This is because the insurance applies only if the shipment contains items that are allowed and if the shipment is packed in the recommended way for shipping by transport companies.
The transport company may decide to refuse a claim for different reasons such as, but not limited to, forbidden content, missing damage report, filing the claim after the specified time limit, inappropriate packaging, etc.
The damage report is necessary for starting a claim. Eurosender can still send incomplete documentation to the transport company, but it may not be accepted by the transport company.
As per our Terms and Conditions, you will receive the reimbursement within thirty (30) days from when we informed you about the admissibility of the claim.
Claim reimbursements will be granted via bank transfer only. You will need to provide us with the following details:
This depends on the following scenarios:
If the shipment is located before the claim is paid, we will notify you and arrange the delivery. We will also cancel the claim payment.
If the shipment is located after the claim is paid, the claim will be considered void and we will contact you to return the compensation paid. We will then arrange the delivery.
If the shipment has already been delivered, you should notify us and return the compensation. Not doing so can be considered insurance fraud.