If there was an irregularity on the transport of your parcel it’s necessary to raise a claim. Find below some tips:

1. Claims have to be presented within:

• 30 days after sending date

• 14 days after delivery date

2. If the package was damaged:

2.1 Mention the damaged parts, if visible, in a photograph.

2.2 Fill in and sign the document "tracer request". Complete the “tracer request” with:

• commercial invoice

• photos of damaged goods

• contact to schedule the inspection

3. If the package was lost:

3.1 Write a clear and detailed description of the package, mentioning anything that may “stand out” or differentiate the package when raising the claim. Add photographs if available. 

3.2 Note that a package is only set as “lost” after 90 days without updates.