Financial compensation Despite the fact that the employees of DPD handle your parcel carefully, the parcel can arrive damaged or can’t be traceable. In that case you can file a claim.

Submitting an insurance claim
Depending on the result of the investigation our Customer Service Agent sends your complaint to our Claims Department. By means of the investigation carried out, they will judge if the claim is justified.

Fixing the amount of the claim
In order to definitively fix the damage and the amount of the claim our Claims Department requires – in most cases – following data from you:

• Invoice or document in which DPD is held liable, addressed to DPD, including the amount of damage;
• Invoice to the consignee;
• Shipping list or parcel label;
• A declaration that the parcel was not insured elsewhere.

Additional information, such as the weight, could be asked for.

Damaged parcels
If your complaint specifically concerns a damage of the shipped parcel, we also need some pictures, in addition to the above-mentioned information. This will give us an idea of the nature and magnitude of the damage. Therefore, please also add following five pictures to your email message:

1. A picture of the complete outside of the parcel, clearly showing the parcel label;
2. A picture of the opened parcel, clearly showing the content and the interior packing IN the parcel;
3. A picture of all types of interior packing you see in the parcel;
4. A picture of the complete size of the article;
5. A detailed picture (close-up) of the concrete damage of the article.

Please also read our packaging advice, which will give you, as a sender, information about how to reduce the risk of damages.

Dealing with your claim
The employees of the Claims Department will immediately deal with your claim (working hours from 8.00 - 16.30 hrs). Within two working days you can expect a first reaction. As soon as all the required documents are in our possession the definite decision about your claim is reached.

Not satisfied about the settlement?
We do our best to settle your claim as soon as possible and of course to your satisfaction. Still it can occur that you are not completely satisfied about our reaction or the time in which you receive our answer. In that case please be advised to contact the Manager of the Claims Department. She will have another good look at your claim and, if needed, will take further steps. Please add the final answer from the Employee Claims.

Hints and remarks
It should be pointed out that

• not all goods can be shipped with DPD. For example, goods susceptible to breakage such as glass, earthenware etc. are excluded from shipping.
• liquids such as cleaning products etc. should be packed in leakproof bags. In case of a damage this would reduce possible and unexpected sanitation costs of the shed or the vehicle.
• parcels are insured up to € 520 per parcel. So please make sure not te be underinsured.
• compensation can only take place based on purchase value and exclusive of V.A.T.
• the standard higher DPD insurance of € 520 only applies from the first scan in the DPD system.
• parcels which are collected but are not scanned in yet at the DPD depot, are reimbursed on the basis of the decreed legal stipulations AVC/CMR (i.e. per weight). The compensation for a parcel of 1 kilo is € 3.40 nationally and at about € 9.82 internationally. This amount fluctuates and is daily determined according to the SDR.
• the shipping lists or parcel labels should always be signed by the DPD driver, when collecting the parcels. This is your proof of delivery. For more details please read our general delivery and payment conditions.