In case of damage

Deadline for opening a complaint

Within 14 calendar days. 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.
• Claim form.
• 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.

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

• Domestic: 33€/kg up to the invoice amount and capped at €1,000/package.
• International by plane: 26 SDR/kg, within the limit of the invoice sent.
• International by road: 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 = 1.19€ on 07/01/2026.

Case processing times

30 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

• Claim form.
• Invoice for the goods made out in your name.

Merchandise compensation amount

• Domestic: 33€/kg up to the invoice amount and capped at €1,000/package.
• International by plane: 26 SDR/kg, within the limit of the invoice sent.
• International by road: 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 = 1.19€ on 07/01/2026.

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.