Package lost or damaged: what to do
When to ask us to search for an undelivered shipment (4 weeks for postal services, 2 weeks for express carriers), how to report damage (within 3 days, with photos), what to send us, and what compensation you get with basic cover or full insurance.
If your shipment hasn't been delivered and the tracking has stopped moving, we can ask the carrier to search for it once the normal delivery time has passed. If it arrived damaged, report it to us within 3 days of delivery, with photos. Either way, we deal with the carrier for you.
Shipment not delivered: when to contact us
| Carrier | Contact us |
|---|---|
| Postal services, for example Czech Post, Deutsche Post or Hong Kong Post | 4 weeks after dispatch |
| Express carriers, for example DHL Express, UPS or FedEx | 2 weeks after dispatch |
| Hong Kong Post Surface Parcel | After the end of week 12 |
If the carrier doesn't recognize the tracking number at all, see Why is my tracking not working or not updating?
Shipment not delivered: what to send us
Send everything in one message through Contact us:
- the package ID and the tracking number,
- a full description of the contents: what the items are, their colour, size, brand and model numbers, and anything else that makes them easy to recognize,
- a description of the packaging: box or bag, its size and colour, and any tape, labels or printing on it.
The carrier's staff search their depots by this description, so the more detail you give, the better the chance they find the package.
Shipment not delivered: what happens next
We open the search request as soon as we have the description. Express carriers usually reply within 1–3 weeks. A search with a postal service can take up to 3 months, and the package often arrives before it is resolved.
Package arrived damaged
Report the damage within 3 days of delivery. Later reports may be rejected automatically, and the carrier has to confirm the damage. Write to us through Contact us or at [email protected] with:
- the package ID and the tracking number,
- what is damaged and how,
- photos of the outer box, the inner packaging and the damaged items.
Keep the box and the packaging until the claim is closed.
Compensation
- We open a claim with the carrier on your behalf and deal with the carrier for you. We have no control over how long the carrier takes; it can be weeks or even months.
- With basic cover, which every shipment has, we refund the shipping cost once the package is confirmed lost. Damage isn't covered.
- With full insurance, we compensate the value of the goods. For a lost package, we usually pay as soon as it is reasonably likely that it is lost, without waiting for the carrier's investigation to end. If the carrier finds the package later, you return the compensation.
- We may ask for proof of value, such as the purchase invoice. Send it within 7 days of our request.
- Compensation is credited to your account balance.
- We can't accept claims for shipments older than 90 days.
For what full insurance covers and how the value is determined, see Shipping insurance explained.