Will I be compensated if my parcel is lost or damaged?

My recipient never received their package or received a damaged package. What can be done ?
 

If Chronopost is found to be responsible, you will be compensated for the original value of the goods, the cost of repairs, or the direct costs of reconstituting documents, within the limits of our contractual liability and upon presentation of supporting documents.

→ If you are an individual customer:

You have 14 days from the delivery date (or 21 days for international shipments) to submit your claim by contacting our customer service.

→ If you are using  the Chronopost Pro service 

You have 3 days from the delivery date (or 21 days for international shipments) to submit your claim via our Livechat (accessible through our chatbot from your customer area).

→ If you are a contracted customer 

You have 3 days from the delivery date (or 21 days for international shipments) to submit your claim via our online form (accessible from your customer area).


List of documents that may be required:

• Detailed claim letter
• Invoice with a date on or before the shipment date
• Photographs showing the damage (in case of a damaged item)

Good to know: You can purchase insurance to cover the transported goods up to €5,000 per package in case of loss or material damage (insurance levels: €500 - €1,000 - €2,000 - €5,000).