In case of damage

Deadline for opening a complaint

Within 3 working days for domestic shipping (excluding Sundays and public holidays) and 14 calendar days for international shipping. This period starts from the date of delivery of your package, which is included in the number of days indicated.

Documents to send

• Carrier tracking number of the damaged package.
• Invoice for the goods made out in your name.
• 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.
• Total weight for the goods and weight of the damaged goods.

Mandatory reservations

None.

Merchandise compensation amount

23€/kg within the limit of the invoice sent, capped at 750€.

Case processing times

21 days upon receipt of documents.

In case of loss

Deadline for opening a complaint

Within 30 calendar days of collection of the package by the carrier.

Documents to send

• Invoice for the goods made out in your name.

Merchandise compensation amount

23€/kg within the limit of the invoice sent, capped at 750€.

Case processing times

21 days upon receipt of documents.

In case of late delivery

DHL Freight' offers are not considered as time-definite offers.