Conditions required for making a claim

If your package is late, first check that it is not lost. If it has not been delivered and its tracking information has not been updated in the last 72 hours, it is best to request a locate investigation for your shipment.

You must ensure that the transport offer is a time-definite offer. Consult the article describing the compensation conditions of the carrier who took charge of your shipment to find out about the list of its time-definite offers. If your offer is not a time-definite offer, you cannot claim compensation for late delivery.

Late delivery must be proven, taking into consideration that:

• Delivery times are expressed in working days (weekends and public holidays are not taken into account).
• Delivery time starts running from the moment the carrier collects the package.

For instance if the carrier time guarantee is 2 working days, that your package is collected on Friday January 6th, 2023 and that it is delivered on Tuesday January 10th at the latest, the time guarantee is respected and the late delivery is not proven.

The late delivery must not be linked to one of the cases of exclusion defined by the carrier. Notably:

• Case of force majeure, that is to say an event that is both unforeseeable, insurmountable and external to the transport company.
• Fault of the sender (erroneous declaration on the nature of the contents, the weight and dimensions of the packages, objects or pallets) or of the recipient (absent at the time of delivery).

How to get compensation?

To make a claim for compensation, contact customer service using the contact form within 7 working days from the delivery date, with the reason for contact "Package delivered late" .

The compensation conditions relating to your transport offer can be consulted in the article describing the compensation conditions of the carrier who took charge of your shipment.