If you have purchased your shipment through Shipmondo's freight agreement, and if your package has been either lost or damaged during transport, read on to find more info about how to create a claim.
The claim should be made to Shipmondo's customer service. Send the documentation below to support@shipmondo.com.
Note! If you are not a customer of Shipmondo and the shipment has not been purchased through Shipmondo's freight agreement, contact the carrier directly instead.
Lost package
In case of loss:
Shipment number (T&T No.)
Description of the outer packing and the looks of the package
Description of the contents of the package
A copy of the purchase invoice for the contents of the package (showing purchase price excl. VAT)
A copy of the signed handover receipt for the package if available
Note! 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.
Damaged package
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 contents of the package
A copy of the purchase invoice for the contents of the package (showing purchase price excl. VAT)
A photo of the inner and outer packaging as well as of the damaged goods
Note! 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 content 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.
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.