In the case of damage, loss or missing content you can file a claim to Packlink, provided that you meet the following requirements:
- Don't send goods included in our prohibited and no compensation items.
- Use proper packaging according to our Packaging Guide.
- Prove the value of the goods, by providing the commercial invoice of purchase/sale or the purchase ticket/receipt.
- Take pictures of the damaged goods, including the packaging used.
-
In case of damage:
- The damage is evident: this must be noted on the delivery form (courier's PDA - Personal Digital Assistant). The deadline to submit the claim is 7 days from the delivery date.
- The damage is NOT evident: the deadline to submit the claim is 7 days from the delivery date.
Important
When signing for the delivery you must record that it has arrived damaged. If the damage is not detailed, the transportation company will not accept your claim.
In our help center we outline the steps to follow in case you should receive a damaged parcel.
So that our team can process any claim file (damage or loss), you must always submit the claim with the email address of the person who finalised the order through the support page of our Help Center, selecting the option Claims and the category that best suits your case.
We suggest you pay attention to the required documentation in the claim form. Incomplete or incorrect documentation may delay the compensation process.