Carrier compensations

Carrier compensation regimes are based on international transportation conventions. Compensation amounts are expressed in SDRs ( Special Drawing Rights) and based on the parcel's weight.

The carrier will be held responsible in case of loss of or damage to a package that takes place in transit. Investigations about such cases will be entitled to compensation.

Malicious acts, such as theft or damage, caused by a third party after delivery are outside the scope of a carrier’s responsibility and as such will be 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