Conditions to be met when making your claim

You must contact us via the contact form within 3 working days for a national shipment and 14 calendar days for an international shipment. This period starts from the date of delivery of your package.

When making your claim, you must send us the following documents:

• Invoice for the goods in your name.
• The value, name and quantity of the damaged items according to the invoice sent.
• Photos of the damaged goods as received by your recipient.
• Photos of the inside of the package showing the internal protections.
• Photos of the outer packaging, one of which shows the shipping label.
• Repair estimate or certificate from a professional stating that the goods cannot be repaired (when the goods could be theoretically repairable).

You have 14 calendar days from the date of your claim to provide us with all the requested supporting documents.

In the case of deliveries against signature, your recipient must have expressed reservations or refused the package. For deliveries to a local point, he must refuse the package and report the damage (on the terminal of the proximity point or by issuing reservations on the shipping label).

Consult the article describing the compensation conditions of the carrier who took charge of your shipment to find out the compensation conditions for the goods in the event that your request is accepted.

How to get compensation?

Compensation for transport

Compensation for transport will be paid to you within 10 calendar days after validation of your case, provided that you have entered bank details for reimbursements and compensation in your account.

Compensation for goods

In case your shipment is insured

If you have subscribed to ad valorem insurance for your shipment, upon receipt of the requested supporting documents, Boxtal will open a compensation file with the insurer on your behalf. After validation of the file by the insurer, a transfer will be sent to you by our insurance partner within 10 to 15 days. The compensation will be calculated on the basis of the declared value and justified by the invoice.

In case your shipment is not insured

In the event of uninsured shipment, compensation for the goods will be made under the flat-rate compensation conditions if the carrier acknowledges its liability. To find out about these conditions, you can refer to the article describing the compensation conditions of the carrier who took charge of your shipment.

A transfer will be sent to you within 10 calendar days after validation of the case.