The following article describes what you (as a sender) need to do in order to create a claim in case one of your packages is either damaged, lost in transit or is missing contents.

The claim must be made to Shipmondo's customer service. Send the following documentation to support@shipmondo.com 

In case of lost package:

  • Shipment number (T&T No.)
  • Description of the outer packing and the looks of the package
  • Description of the content of the package
  • A copy of the purchase invoice for the content of the package (showing purchase price excl. VAT)
  • A copy of the signed handover receipt for the package if available

N.B. The claim must take place within 6 months from the shipment date (PostNord's general terms). PostNord has 30 days to try and locate a national shipment and 60 days for an international shipment.

In case of damage or missing contents:  

  • Shipment number (T&T No.)
  • Description of the damaged goods
  • Are there any goods in the package that are not damaged?
  • Is there PostNord tape on the package?
  • A copy of the sales invoice for the content of the package
  • A copy of the purchase invoice for the content of the package (showing purchase price excl. VAT)
  • A photo of the inner and outer packaging as well as of the damaged goods

N.B. The claim must take place within 24 hours from the receipt of the shipment for visible damage or 5 business days for invisible/inner damage. 

PostNord needs photos of both the interior and exterior of the package as well as the damaged items in order to be able to assess the scope of the damage. If PostNord deems it necessary, the package can be taken back to the sorting hub for further assessment. The package must therefore be ready for pick up in original packing and with original contents at the receiver's address. It's forbidden to let any other carrier transport the package until the claim has been settled. 

If the claim is resolved in our favor, compensation for your package will be issued to to Shipmondo who afterwards will transfer the payment to you. You'll be informed about the outcome of your claim by Shipmondo's customer service and asked to provide account information for the payout. 

Make sure to inform Shipmondo's customer service if you've purchased extended coverage insurance for the package when creating your claim.

If the package is found
If the package is found after the compensation settlement has taken place, the shipment will be returned to the sender and PostNord reserves the the right to withdrawn the compensation. 

This withdrawal will happen through your Shipmondo account. 

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