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