What are my rights if my parcel is lost?
You booked a shipping service, and the courier lost your parcel? Read more about what to do in the unfortunate case of a missing parcel and what your rights are when your package is lost.
Jump to:
- Rights when shipping with courier
- Rights for e-commerce
- Rights with Eurosender
- Compensation for a lost parcel
What are my legal rights for a missing parcel when shipping with a courier company?
If you ordered a shipping service with a courier company, you will have to turn directly to them and investigate the issue. After you contact the courier, they will start an investigation.
If the parcel is declared lost, you can ask for compensation directly from the courier company. But note that compensation can only be requested after the parcel is officially declared lost by the responsible courier company.
Your parcel is missing, and you want to report it as lost? Check on our page how to proceed in case of a lost parcel.
Legal rights for a missing parcel when bought from an online retailer
When you order something online, it is the retailer that is responsible for the goods until you receive them. If you didn’t receive your parcel, contact the retailer to ask for information about the shipment.
The retailer is responsible for reporting the parcel as lost or missing to the courier company that was selected to fulfil their delivery. As the client, you only need to contact the retailer.
In case the parcel is officially considered lost, the retailer will either reimburse you or resend the items you purchased. Each retailer or online shop can set their own terms of service, so you must check for the specific store you purchased.
In many cases, the retailers consider that in case of lost parcels, the customer has the right to a full refund because they did not receive their items.
Responsibilities for a missing return parcel
If a parcel return went missing, you should immediately contact the original sender (whether it’s a business or a private person) and notify them about the case. After they receive this information, the sender should contact the courier company and file the claims.
You may also be interested in:
Legal rights in case items are missing from the parcel
If you notice that some items are missing from the parcel, you should contact the courier to inform them about this. You will be asked to file a claim report.
Once you the claim procedure is finalised, you may have the right to compensation for the items missing, depending on the specific terms of service of the courier company.
What are my rights when a parcel goes missing when shipping with Eurosender?
When you book with Eurosender and your parcel goes missing in transit, we will handle all the communication with the courier for you. Contact our customer support team to inform us about the lost parcel and provide all the required information to start the claim procedure.
To know all your rights and the next steps when your package is lost, visit our dedicated page:
Can I get compensation for a lost parcel?
If your parcel is missing and the courier declares it lost, you are entitled to compensation based on the provider’s Terms and Conditions. If your parcel is covered by shipping insurance, you have the right to get compensation for the lost parcel based on the coverage and the item’s value.
Bear in mind that the compensation for a lost parcel is calculated based on the value of the parcel and the items and not the value of the insurance coverage. For example, if you bought insurance up to €1,000 and your package is worth €600, you can only be compensated up to this value.
Note that if you go against the carrier’s rules, such as shipping prohibited and restricted items, the insurance will not be applicable, and you will have no rights to compensation for the lost parcel.
Read more about:
Do I have the right to receive compensation for consequential losses as well?
If your package is lost, you will get compensation only for the lost parcel and its value. You are not entitled to compensation for other losses, even if you consider that they were caused by the missing parcel.
Still have questions?
Check our articles that answer the most common questions about shipping.