If parcel is lost or damaged

WHAT TO DO WHEN THE PARCEL HAS NOT ARRIVED TO THE LOCATION OF DESTINATION?

Firstly contact us by phone number: 8 700 55077 or by e-mail address: [email protected].
If your sent parcel has got lost or is late, then make an application regarding the search of your parcel.

You may make your application right here at our self-service.
Search request form in self-service menu

Please attach the receipt of the sent postal consignation to the request. If the request was presented online, the receipt is needed only after our demand.

If you are a business customer, you may contact your customer service agent

WHAT TO DO, IF YOU DISCOVER, THAT YOUR PARCEL HAS BEEN DAMAGED AT THE MOMENT OF DELIVERY?

It is very important to identify the possible damage to the postal consignment at the moment of its delivery (receipt). It would be reasonable to open the damaged parcel and to check whether the content of the parcel isn’t damaged too. If not, then record your findings together with the person who handed your parcel over to you. After that, not later than 5 days from the receiving date, send us your application. Applications are accepted within 30 days from the date the postal consignment was sent out.
 

IN WHAT CIRCUMSTANCES WILL YOU PAY ME COMPENSATION FOR THE DAMAGE?

We will pay compensation for direct damage:
 

1. Caused by the loss of the parcel – if we cannot find the parcel upon request, we will confirm that it has been lost;
2. If it is our fault that the parcel has been damaged or destroyed; and
3. If we have not requested full or partial payment from the receiver.

We will pay you the compensation as soon as we identify that the parcel has been damaged, destroyed or lost. Compensation will be paid in euros.

The compensation will be paid into the receiver’s bank account. The receiver is entitled to refuse the compensation and request we pay it to the sender instead, and vice versa – the sender may refuse the compensation in favour of the receiver.