Conditions required for making a claim

You must ensure that you respect the carrier's claim deadlines for your case to be accepted and for you to be compensated. To find out about deadlines, consult the article dedicated to the compensation conditions of the carrier who took charge of your shipment.

Some carriers require that the recipient has expressed reservations or refused the package. Consult the article describing the compensation conditions of the carrier who took charge of your shipment to find out more.

How to get compensation?

Compensation for transport

Compensation for transport will be paid to you within a week 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 AXA insurance when ordering your shipment, you must send via the contact form the following documents:

• Purchase invoice for the goods.
• Photos of the damaged goods.
• Photos of the inside of the package showing the internal protections.
• Repair estimate or a certificate from a professional stating that the goods cannot be repaired.

AXA does not take into account the reservations made upon receipt of the shipment, so you can be compensated even without them.

A transfer based on the declared value (and justified by the invoice) will be sent by our insurance partner within 10 to 15 days after validation of the case and provided that you have entered bank details for reimbursements and compensation in your account.

In case your shipment is not insured

In the event of uninsured shipment, compensation for the goods will be made under the carrier's flat-rate compensation conditions. 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.

To make a claim for compensation, you must send via the contact form the documents indicated in the article describing the conditions of compensation of the carrier who handled your shipment.

A transfer on the basis of the conditions defined by the carrier will be sent to you within 8 days after validation of the case and provided that you have entered bank details for reimbursements and compensation in your account.