In case of damage

Deadline for opening a complaint

Within 3 days of delivery for domestic shipment or 14 days for international shipment.

Documents to send

• Carrier tracking number of the damaged package.
• Claim form.
• Purchase invoice for the goods.
• FedEx questionnaire.
• 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.

Mandatory reservations

The recipient or the receiver must open the package on arrival and issue immediate, significant and written reservations on the transport document at the time of delivery of the package.

Merchandise compensation amount

• By plane: 22 SDR/kg, within the limit of the invoice sent.
• By road: 8.33 SDR/kg, within the limit of the invoice sent.

SDR: Special drawing rights, issued by the IMF (1 SDR = €1.32 as of 09/27/2022 - rolling rate)

Case processing times

90 days upon receipt of documents.

In case of loss

Deadline for opening a complaint

Within 45 days of collection of the package by the carrier.

Documents to send

• Claim form.
• Purchase invoice for the goods.

Merchandise compensation amount

• By plane: 22 SDR/kg, within the limit of the invoice sent.
• By road: 8.33 SDR/kg, within the limit of the invoice sent.

SDR: Special drawing rights, issued by the IMF (1 SDR = €1.32 as of 09/27/2022 - rolling rate)

Case processing times

90 days upon receipt of documents.

In case of late delivery

FedEx' offers are not considered as time-definite offers.