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.

N.B. 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.

In the event of a lost package:

  • Shipment number (T&T No.)
  • Description of the outer packing and the appearance 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

NB! Following PostNord's general terms, notification that the parcel is damaged must be made in the transport document at the time of receipt. If the damaged is discovered afterwards, PostNord must be notified without undue delay. In this case, the applicant must be able to prove that the damage or defect occurred between drop off and delivery.

PostNord has 30 days to attempt to locate a national shipment, and 60 days for an export shipment.

In the event of a damaged parcel, you need to supply:

  • 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

NB! Following PostNord's general terms, notification that the parcel is damaged must be made in the transport document at the time of receipt. If the damage is discovered afterwards, PostNord must be notified without undue delay. In this case, the applicant must be able to prove that the damage or defect occurred between drop-off and delivery.

PostNord has 30 days to attempt to locate a national shipment, and 60 days for an export shipment.

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 the original packing and with the original content at the recipient's address. It's not permitted to allow any other carrier to transport the package until the claim has been settled.

If the claim is resolved in your favour, compensation for your package will be issued to Shipmondo, who afterwards will transfer the payment to you. You'll be informed of the outcome of your claim by Shipmondo's customer services and asked to provide account information for the pay-out.

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 right to withdraw the compensation.

This withdrawal will happen through your Shipmondo account.

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