What if my return shipment gets lost?
In that case, the company or person who pays for the return shipment is entitled to compensation.
If you paid for the return shipment, then you can request compensation. By default, that compensation includes a refund of the shipping fees. If you choose the 'Guarantee and signature' option, then you are entitled to compensation for goods and for documents. This option does not exist for international returns.
If the original sender pays for the return shipment, then he/she is entitled to compensation. That is the case when:
- there is a return label in your parcel
- you refused the parcel
- the parcel could not be delivered to you
If you are considered the sender and thus entitled to compensation, you can submit a compensation request to our Customer Care Centre. It is best to do that via the online form at the bottom of this page.
If you didn't find an answer to your question?
Please contact us.
Monday - Friday :
08.00 – 12.30
13.00 – 18.00
09.00 – 13.00
Zonal rate. Waiting time varies.
Recommended option. Resolved swiftly and efficiently.