Carrier compensations

Carrier compensation regimes are based upon international transportation conventions. Compensation amounts are expressed in SDRs ( Special Drawing Rights) and based on the parcel's weight. 
The responsibility of the carrier is engaged in case of loss or damage of a package (and accepted after investigation). As such, malicious acts caused by a third party, such as theft or damage after delivery, are exempt from compensation. 

🚨 For each investigation, the following documents might be requested to you by our Support team:

  • picture of the package received
  • picture of the goods inside their package
  • picture of the carrier label (taped on the package)
  • commercial invoice

Each carrier has its own compensation policy which can be found below.

  

Colissimo Domicile, Oversea and International

  • Compensation amount: €23 / kilogram within the limit of the amount invoiced for the contents of the package
  • Compensation limit per parcel: €690 
       

Coliéco and Delivengo

As these are non-tracked solutions, claims never lead to any compensation.
   

Colis Privé

  • Compensation amount: €23 / kilogram within the limit of the amount invoiced for the contents of the package
  • Compensation limit per claim: €200 
       

Mondial Relay

France

  • Compensation amount: €23 / kilogram within the limit of the amount invoiced for the contents of the package
  • Compensation limit per shipment: €750
  • Investigation time limit: 72h after delivery
  • Additional documents
    • purchase invoice HT
    • invoice to Mondial Relay following a precise template

International

  • Compensation amount: 8.33 SDRs / kilogram (approximately €12) within the limit of the amount invoiced for the contents of the package
  • Compensation limit per shipment: €750
  • Investigation time limit: 72h after delivery
  • Additional documents
    • purchase invoice HT
    • invoice to Mondial Relay following a precise template 
         

Chronopost

Chrono 13

  • Compensation amount: amount invoiced for the contents of the package (except for shipments containing packages)
  • Compensation limit per parcel: €250

Chrono 18, Chronopost Europe and Chrono Relais

This section also applies to Chrono 13 shipments containing phones

  • Compensation amount: €23 / kilogram within the limit of the amount invoiced for the contents of the package
  • Compensation limit per shipment: €690
  • Additional documents needed: 
    • a very detailed parcel content 
    • a recipient's Declaration on Honour
  • If shipped goods are second-hand equipments, the following obsolescence rate will be applied
    • from 2 to 3 years: 50%
    • more than 3 years old: 80%. 
    • from 1 to 2 years: 35%
    • less than one-year-old: 0%
        

B2C Europe

  • Compensation amount for road freight: 8.33 SDRs / kilogram (approximately €12) within the limit of the amount invoiced for the contents of the package
  • Compensation limit per claim: parcel content value or 10000 SDRs (approximately €12546)
  • Needed documents: the order invoice and a picture if the parcel or items are damaged or lost 
      

DHL

  • Compensation amount: €14 / kilogram within the limit of the amount invoiced for the contents of the package
  • Compensation limit per claim: €50 000 
      

DPD

  • Compensation amount for consignments of less than 3 tons: €33 / kilogram within the limit of the amount invoiced for the contents of the package
  • Compensation limit per parcel: €1000
       

Geodis

National

  • Compensation amount for consignments under 3 tons: €33 / kilogram within the limit of the amount invoiced for the contents of the package
  • Compensation limit per parcel: €1000
  • Compensation amount for consignments above 3 tons: €20 / kilogram
  • Compensation limit per ton: €3200

International

  • Compensation amount for road freight: 8.33 SDRs / kilogram (approximately €12)
  • Global compensation limit per consignment €50000
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