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.
• 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

• For international offers, 8.33 SDR/kg for shipments by road and 22 SDR/kg for shipments by plane, within the limit of the invoice sent.
• For domestic offers, 33€/kg within the limit of the invoice sent, capped at 1000€.

SDRs (special drawing rights) are the global currency issued by the IMF, the rate of which may change. As an indication, 1 SDR = 1.24€ on 22/03/2023.

Case processing times

30 days upon receipt of documents.

In case of loss

Deadline for opening a complaint

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

Documents to send

• Claim form.
• Purchase invoice for the goods.

Merchandise compensation amount

• For international offers, 8.33 SDR/kg for shipments by road and 22 SDR/kg for shipments by plane, within the limit of the invoice sent.
• For domestic offers, 33€/kg within the limit of the invoice sent, capped at 1000€.

SDRs (special drawing rights) are the global currency issued by the IMF, the rate of which may change. As an indication, 1 SDR = 1.24€ on 22/03/2023.

Case processing times

30 days upon receipt of documents.

In case of late delivery

Only the offers in the following list are considered as time-definite offers.