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.
The 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: 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.
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.