Ideally, you should submit your claim on the same day the shipment was delivered to you or as soon as they confirm that the shipment is definitely missing.
Please note that both insurance and transport companies have deadlines to process a claim. If you cannot submit your claim at that time, remember that the following deadlines apply to forward your claim:
- Domestic land transport: 7 calendar days, from the day following the delivery date.
- International land transport: 7 calendar days, from the day following the delivery date.
- Domestic air transport: 10 calendar days, from the day following the delivery date.
- International air transport: 14 calendar days, from the day following the delivery date.
- Domestic sea transport: 24 hours, from the day following the delivery date.
- International sea transport: 3 calendar days, from the day following the delivery date.
If the delivery of your shipment is unfortunately delayed, or if you think that it has been lost in transit, the claim period is 30 calendar days from the collection/drop-off date, regardless of the means of transport used. For example:
- Shipment with an estimated transit of 3-5 days and it was collected on 1st March, its expected delivery date was 4th March. In this case the claim for loss or delay must be submitted before 30th March.
Important
Before submitting a claim, check the article The essential requirements for submitting a claim. Furthermore, to correctly submit your request, please use our Claim contact form. Please note that you must use the same email address you entered during the purchasing flow. Our Customer Support will confirm the safe receipt of your enquiry via email.