In case of damage

Deadline for opening a complaint

Within 14 days of delivery.

Documents to send

You do not need to send any documents during your initial request. UPS will first carry out the expertise of the package and the goods that have been damaged. It is imperative to keep the goods in the packaging used for transport.

In your request sent to Boxtal using the contact form, you must specify:

• The damage observed.
• The value of the damaged goods.
• The address where the package is located so that UPS can pick it up.

Once the expertise has been carried out, UPS will deliver the package again to the address where it was picked up, within 10 days. If the expertise shows that UPS is indeed responsible for the damage, Boxtal will send you an email with an incident notification to be completed and returned to us along with the following documents:

• Purchase invoice for the goods.

Mandatory reservations

None, but the recipient must keep the product in its packaging in order to be able to submit it to the carrier's expertise.

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, 85€ per shipment or, if superior, 8.33 SDR/kg within the limit of the invoice sent.

SDRs (special drawing rights) is 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 60 days of collection of the package by the carrier.

Documents to send

• Filled-in incident notification (sent by Boxtal Customer Service following a locate investigation and loss declaration).
• 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, 85€ per shipment or, if superior, 8.33 SDR/kg within the limit of the invoice sent.

SDRs (special drawing rights) is 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.