How do I file a claim for a damaged or lost parcel?

City Sender is a platform for comparing and booking couriers. If a parcel you booked through it arrives damaged or goes missing, City Sender files the compensation claim with the courier on your behalf. The final decision is made by the courier or the insurer.

What should I do at delivery?

If the damage is visible on the box, tell the driver and ask for a damage report, or sign the proof of delivery "with reservation". Without that note, the claim may be rejected. Photograph the parcel before opening it, and again before taking out the contents.

What's the deadline for reporting damage or loss?

• Damage: within 20 calendar days of delivery.
• Loss or non-delivery: if the parcel hasn't arrived 5 days after the expected delivery date, let City Sender know straight away through the contact form.
• The sooner you report it, the easier it is to document.

What might we ask for if the parcel is damaged?

Once you've let us know, we'll ask for whatever the courier needs for your case. It helps to have these ready:

• A signed damage report or proof of delivery.
• Clear photos of the parcel, inside and out, showing the damage.
• The purchase invoice or receipt, which is the only accepted proof of value.
• A list of the contents and the value of each item.
• The address where the courier can inspect the items.

What might we ask for if the parcel was lost?

• A list of the contents and their value.
• A description or photos of the outside of the parcel.
• How it was packed.
• The purchase invoice or receipt.

How does the claim progress?

1. Let City Sender know through the contact form, with your tracking number and a short description of the problem.
2. City Sender asks you for photos and documents, depending on the case.
3. Once the file is complete, City Sender submits it to the courier on your behalf.
4. The courier or insurer reviews the claim. This can take up to 2 months.
5. City Sender tells you the decision and, if the claim is approved, how payment will be made.

How much compensation will I get?

The amount is set by the courier or insurer, based on the value shown on your purchase invoice and the liability limits for the transport. Every booking includes minimum insurance cover. You can see the amount in each service's "Details" when you book, and cover starts once the courier collects the parcel. Depreciation may be deducted for items that aren't new.

What isn't compensated?

• Damage to the packaging only (box, suitcase, crate) with no damage to the contents.
• Damage caused by unsuitable packaging.
• Used electronic devices, or electronic devices without their original packaging.
• Glass, porcelain and mirrors.
• Prohibited items.
• Claims where the requested evidence, such as photos or proof of value, isn't sent.