How can I request compensation for loss or damage to the goods during transport?

In the event that your shipment has arrived damaged, if the contents are missing, or it has been declared definitively missing (lost), the first thing you should do is contact us. Send us a request through the Help Centre on the website telling us what happened.

Remember that you have an established deadline to open the claim. 

Remember that there are 5 essential requirements for submitting a claim and it must always be made from the email address provided in theStep 1 Shipment information / Your Contact Details.


The Insurance Department will be responsible for processing the corresponding compensation with the transportation company and the insurer.

Remember that only the service contractor can make the claim and must always make the request through the email address detailed when contracting the service in step 2-Personal Information.


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