⚡SME or multinational? [Open a business account and start shipping with a minimum discount of 50%⚡](https://www.dhlexpress.be/en/business-customer/open-a-business-account/)
⚡SME or multinational? [Open a business account and start shipping with a minimum discount of 50%⚡](https://www.dhlexpress.be/en/business-customer/open-a-business-account/)
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Sending or receiving a parcel? An overview of your rights
Although rare, parcels may sometimes fail to arrive or get damaged during transport. If this occurs, here are the steps you can take to address the issue. And also important: what are your rights when something goes wrong when sending or receiving a parcel?
Lost or damaged package?
Have you sent a parcel and is the recipient still waiting for it to arrive? Or do you find yourself frantically checking your mailbox hoping it will contain that long-awaited shipment? Chances are your delivery has gone missing. If a company or online store sent your parcel, contact them first. They are responsible for delivery and you may be entitled to compensation.
In other cases, you should get in touch with the courier company’s or the post office’s customer service. You have the right to request an investigation. If the process doesn’t go smoothly, you can turn to the postal industry ombudsman. He can help locate your package or investigate the issue with the courier company.
Damaged packages are an equally unpleasant discovery. As soon as you notice your parcel did not arrive correctly, you should report the damage to the courier company. If possible notify the courier himself. Did you accept the parcel? Make sure to take pictures of the damaged packaging and contents, and get in touch with the shipper.
Your rights when shipping or receiving a parcel
Have you ever heard of the Warsaw Convention? Dating back to 1929, it has been guarding the rights of those who send and receive air mail for almost ninety years. Simply put, every customer is covered for up to $25 per kilo in the case of air transport and for up to $12 per kilo in the case of road transport. Since the Montreal convention came into effect in 2003, the rules have changed somewhat, limiting the compensation to 1.100 euros per day.
Shipping insurance
The procedures mentioned above protect you from certain financial losses, but they do not suffice when you are sending (emotionally or financially) valuable items or documents. If you want to play it extra safe, shipping insurance is the way to go.
