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What to do if parcel is damaged?

At the time of shipment delivery, the recipient’s obligation is to evaluate shipments outer packaging.

At the presence of courier – if you notice that:

1. Parcels outer packaging is damaged - point it out to courier and inform that you want to check the content of the shipment. Sign for receiving your shipment and along with courier carry out shipment content evaluation. If the content of shipment: 

  • Is not damaged, then we hope for your understanding because small damages to shipments outer packaging may occur during shipment processing. Your signature confirms that the content of the parcel has been delivered without damages.
  • Is damaged, then ask courier to compile the act of damage. In this case you can take or refuse to take this parcel. In case you refuse to take the parcel, courier will make a note on MDU about the reasons of refusal. If you want to submit complaint about parcel content damages, we encourage you to contact with shipper, afterwards shipper will submit application to DPD subsidiary with which agreement has been signed.

2. The outer packaging is not damaged, but there is a suspicion of damage to the contents of the shipment: point it out to courier and inform that you want to check the content of the shipment. Sign for receiving your shipment and along with courier carry out shipment content evaluation. If the content of shipment: 

  • Is not damaged, then no additional actions are necessary.
  • Is damaged, then ask courier to compile the act of damage. In this case parcel must be left to receiver. If you want to submit complaint about parcel content damages, we encourage you to contact with shipper, afterwards shipper will submit application to DPD subsidiary with which agreement has been signed.

After courier has left – if you notice that:

1. Parcels outer packaging is damaged and the content of shipment:

  • Is not damaged, then we hope for your understanding because small damages to shipments outer packaging may occur during shipment processing.
  • Is damaged, then immediately inform the sender of the situation and add to the application pictures with both external and internal state of shipment, i.e., the outer packaging, inner packaging, contents of the shipment damage.

2. Parcels outer packaging is not damaged, but the content of shipment is damaged, then immediately inform the sender of the situation and add to the application pictures with both external and internal state of shipment, i.e., the outer packaging, inner packaging, contents of the shipment damage.

NOTE! Financial issues concerning the shipment, the receiver must settle with the shipment sender.

In case if the receiver is DPD customer, who has applied for Collection Request (pick-up from an address different than the applicants address) and has made payment for delivery by himself, receiver submit complaint to DPD in accordance with following procedure:

https://www.dpd.com/lv_en/sakums/noteikumi/pretenzijas

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