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If loss or damage occurs, where should I note the damage or loss?

  • If goods are lost or damaged during transport and damage is externally visible, clearly note the waybill or transfer document with details of loss or damage when shipment is received
  • If the loss or damage is not visible until packages are opened, make a written complaint to the carrier within 7 days of receipt of the goods

What information will I need to submit a claim?

Your claim may be submitted in any suitable format but it should include the following information:

  • If you have purchased Cargo Insurance from DHL Freight, please provide invoice copy and proof of payment
  • Identified transport event
  • Transport reference
  • Route (from where to where)
  • Waybill copy
  • When shipment was collected for transport
  • When shipment was delivered (if applicable)
  • Description of the damaged or lost goods
  • Weight of damaged or lost part of goods (actual weight of the goods)
  • How and by whom the damage was discovered
  • Your contact details
  • Photographs of the packaging and the damage to the goods, if possible before unloading when shipment is still in the transport unit (pictures should show damage and if possibly cause of such damage)
  • Substantiated value including purchase costs, estimate for repair, etc.
  • For products with a serial number, such as household appliances, electronics, and similar items, it will now be required to provide a photo of the product label, along with the stated serial number of the item being claimed. 

Please provide this information and all enclosures to us within 7 days of receipt of the goods.

Further advice in case of damage

  • Inspect the damaged goods and try to limit any further damages from occurring
  • Consider how damage can best be repaired, if possible
  • Reserve Insurers right/opportunity to inspect the damaged goods
  • Store the damaged goods separately
  • Store all packaging material
  • Do not transport goods onwards

How to properly photograph claimed goods:

Before unpacking the goods:

  • Take a photo of the packaged goods.
  • Take a photo of the damaged packaging.
  • Take a photo of the visible contents.
  • Take a photo of any handling marks or labels.

After unpacking:

  • Take a photo of the entire product and any damage.
  • Take a photo of the packaging materials.