Procedure in the case of damage to a shipment

If the shipment is damaged, the recipient should immediately contact the transport company in the country of delivery and provide the following information:

  • the tracking number of the shipment
  • list of items in the package
  • value of the shipment
  • method and amount of damage
  • information about the way of packaging


In the case of a damaged package, there is a reverse physical inspection of the shipment by the courier. The recipient should not handle the damaged package until their arrival. The shipment must be presented in the condition in which it was delivered - i.e., including the outer and inner packaging.

To complete a damage investigation, the sender should always have an invoice available for the shipped goods, which the carrier may require to acknowledge the damage.

Send complaints and all documentation (invoice for goods, photos of damage) to our e-mail address This will start a complaint investigation, and we will inform you of the results within thirty working days.

If insufficient packaging is found, complaints cannot be accepted.

Procedure in the case of the loss of a shipment

If the shipment has not been delivered according to the expected delivery date, the customer should immediately notify the carrier (ideally the sender).

It is necessary to know:

  • how was the consignment packed
  • what was its content


For all claims relating to identified losses or damage, a Report of Damage must be made in the courier's presence on the day of delivery of the shipment.

Delayed shipment

For express services, we provide a guarantee of delivery and refund of the difference of the price of postage between express and standard delivery.  This applies to UPS Express and UPS Express Saver shipments under the terms of its timely delivery guarantee. Before sending an express shipment, we recommend contacting our customer line at +420 608 380 388 to verify the delivery date.


Complaints related to a delayed shipment must be reported within seven days of receiving the shipment. Find more in the section Terms and Conditions.


If you have further questions about complaints, please feel free to contact us.