Complaints, claims

Control of all consignments

Our company use 2 level control of every box which ensure all consignment will be alright.
This control includes also video system which records preparing of every box.
All consignments leave our warehouse in perfect conditions covered with printed tape.

Receiving the goods

Be very careful during receiving the incoming goods, always check properly if the pallet and boxes are not damaged.
Do the check together with the driver or representant of transport company before you confirm them receiving.

DPD boxes delivery

In case the boxes are damaged, do not accept them ( it will be sent to us and our company will do all required ) or be ready to prepare all necessary documentation for the claim process ( photos, weight of each box, written statement of the driver that you accepted damaged boxes ).
If you accepted the boxes with damage, the claim can be accepted only till 5th day after delivery and only with a written confirmation from delivery company, that they delivered you boxes with damage.
If the boxes are not damaged and the goods is not in perfect condition or anything is missing, claim it directly to the delivery company in your country or fill in Damage report and we will claim it instead of you, Damage report must be confirmed by a representant of your delivery company and we must receive it until 5 days after delivery. Photos of damaged goods must be added to the Damage report.
If the claim is done from our side, DPD has 30 days for solving it.

DHL boxes delivery

In case the boxes are damaged, do not accept them ( it will be sent to us and our company will do all required ) or be ready to prepare all necessary documentation for the claim process ( photos, weight of each box, written statement of the driver that you accepted damaged boxes ).
If you accepted the boxes with damage, the claim can be accepted only till 5th day after delivery and only with a written confirmation from delivery company, that they delivered you boxes with damage.
If the boxes are not damaged and the goods is not in perfect condition or anything is missing, claim it directly to the delivery company in your country or send us all necessary details about the damage and we will claim it instead of you.

Necessary details:

photo of the whole box before and after unpacking ( both sides )
photo with a detail of damage on the box ( if the box is damaged )
photo of the goods in box ( including packing material in the box )
photo of the damaged goods in detail ( more photos )
photo of the label on the box

The claim with necessary details must be sent us till the 5 days from the date of receiving the box.

If the claim is done from our side, DHL has 30 days for solving it.

DHL pallet delivery

If the delivery is not in perfect condition, always make a written record with the driver or another DHL member. It is not possible to make a claim without this record.
Always unwind the stretch foil in the presence of the courier and check from the side, top and even bottom if any holes have been cut in the boxes, count all boxes following packing list.
Always weigh each pallet ( without a foil ) and compare it with the weight listed on the packing list.
If the weights do not match, always record this information on the delivery documents where you confirm the acceptance to the DHL driver (fill there "acceptance with reservation" and the reason of it: e.g. "the real weight is …").
If no reservation is recorded in the DHL document, the shipment cannot be claimed.
If you write "reservation" in DHL documents, take a picture of this document and send us this picture.
If the boxes are not damaged and the goods is not in perfect condition or anything is missing, send us filled Claim form and CMR document with confirmation of receiving the goods, we will compare it with our video record from the packing.
Please note we can provide you a photo from the packing only if you provide us the number of the box, where the item was not found ( or damaged item was found ).

Own transport

In case you use own transport, check the necessary steps how to make a complain to your forwarder in advance.
Always unwind the stretch foil in the presence of the courier and check from the side, top and even bottom if any holes have been cut in the boxes, count all boxes following packing list.
If you use your own transport ( independent transport company ), always take attention to packing list and CMR document, on these documents the most important things are noted – weight and dimensions.
Before you accept the goods from transport company, always weight it ( pallet and boxes ) and compare it with the packing list and CMR document, if the weight does not match, write actual weight on the CMR document and claim it to your delivery partner, then do next steps together with your delivery partner. Always make a photo of the pallet or the boxes during with visible weight on your income.
If the boxes are not damaged and the goods is not in perfect condition or anything is missing, send us filled Claim form and CMR document with confirmation of receiving the goods, we will compare it with our video record from the packing.
Please note we can provide you a photo from the packing only if you provide us the number of the box, where the item was not found ( or damaged item was found ).
We recommend you find out what are the necessary steps to claim a consignment with damaged goods inside the boxes (or missing goods) before the consignment reaches you.

Insurance

Always make your own insurance for the transport in your country, this solution will cover you all possible lost.
If the received goods is damaged or lost and you have your own full insurance, ask your insurence company about next steps.

In case you do not make your own insurance, we can try to cover the lost from basic insurance which is included in the price of the transport ( basic insurance covers just 50% of the lost ). Basic insurance is included in DPD transport. DHL pallet transport does not include basic insurance.

To use basic insurance you always have to do next steps:

make pictures
check what is damaged or missing ( write down ID of missing goods, how many pcs etc. and invoice number )
fill in Damage report and ask the delivery company to confirm it ( name, sign, stamp )
send us this documentation ( in case of DPD delivery )

We need to get all this information within 5 days after delivery so we can start the procedure
with insurance company then, usually it takes up to 30 days to get money back.
We are not responsible for the final solution of these basic insurance,
we always recommend to have your own insurance.

The recommended procedure of consignment reception

check carefully that the packages are not damaged
weigh each box and note the weight as an important information for the complaint
unwrap boxes one by one, check the packing list with the contents of the box
capture photo documentation of any discrepancies

( packing list is sent at the time of shipping, you can also download it in order history )

If you find out that some goods is missing, send us following information for further investigation:

name of goods
missing count
box number, weight of that box
photos ( photo of the opened box before it is unpacked )

Discrepancies will be compared with video record of packing of the shipment.

Discrepancies are accepted only if declared till 5 days after delivery.

In legitimate cases we are able to provide photos or videos of the packing and checking process.
Please note it is expensive and complicated process so there are special rules for such request:

the request must be done till 5 days after delivery
if the request is asked as a proof of delivery, we provide photos or videos for maximum 3 items
customer can ask for photos or videos only once a month

Freight liability