Compensation conditions for Chronopost
In case of damage
Deadline for opening a complaint
Within 3 working days of delivery for domestic shipment or 21 calendar days for international shipment.
Documents to send
- Carrier tracking number of the damaged package.
- Purchase invoice for the goods.
- Photos of the package as it was delivered, showing the damaged goods, the inside of the package, in particular the internal protections and the way in which the goods were wedged, the outer packaging, including a photo with the visible shipping label ;
- Proof of deposit stamped or signed when deposited at a Pickup point, post office or during collection.
Mandatory reservations
The consignee or the receiver must open the package on arrival and issue precise, complete, dated and signed reservations on the transport document at the time of delivery of the package, in order to assess the damaged products, the extent of the incident, the location of the damage to the product.
Merchandise compensation amount
- 23€/kg within the limit of the invoice sent, capped at 690€ for the Chrono 18, Chrono Classic, Chrono Relais Europe offers.
- Up to the value of the goods indicated on the purchase invoice, capped at 250€ for Chrono 13, Chrono Express and Chrono Relais offers.
- 33€/kg capped at 1000€ for the Shop2Shop offer.
- 23€/kg capped at 460€ for the 2ShopDirect offer.
Case processing times
15 days upon receipt of documents.
In case of loss
Deadline for opening a complaint
Within 1 year after the date when delivery should have taken place.
Documents to send
- Purchase invoice for the goods ;
- Proof of deposit stamped or signed when deposited at a Pickup point, post office or during collection.
Merchandise compensation amount
- 23€/kg within the limit of the invoice sent, capped at 690€ for the Chrono 18, Chrono Classic, Chrono Relais Europe offers.
- Up to the value of the goods indicated on the purchase invoice, capped at 250€ for Chrono 13, Chrono Express and Chrono Relais offers.
- 33€/kg capped at 1000€ for the Shop2Shop offer.
- 23€/kg capped at 460€ for the 2ShopDirect offer.
Case processing times
15 days upon receipt of documents.
In case of late delivery
Only the offers in the following list are considered as time-definite offers.
| Offer | Compensation |
|---|---|
| Chrono 18 Chrono relais |
1 day late: 50% of transport charge 2 or more days late: 100% of transport charge |
| Chrono 13 | Delivery on the expected day after 2pm: 50% of transport charge 1 or more days late: 100% of transport charge |