Conditions to be met when making your claim

To claim compensation for lost merchandise, you must have previously requested an investigation to locate your package and the carrier must have declared it lost.

You must contact us via the contact form within 30 calendar days from the date your package was handed over to the carrier.

When making your claim, you must send us the invoice for your merchandise. This invoice must be in your name.

How to get compensation?

Compensation for transport

Compensation for transport will be paid to you within 10 calendar days after the carrier declares the loss, 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. 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.