Claims and Liability
All claims are without restriction subject to the general terms and conditions (ADSp) and the insurance conditions of the Transglobal Express GmbH. Without Enhanced Transit Liability, you are covered for the maximum of €50 - with the exception of Hermes, Landmark and USPS shipments, for which you are covered up to €25. We strongly recommend you read these terms and select Enhanced Transit Liability Cover if required. This claim form does not constitute admission of liability by Transglobal Express GmbH. Insurance cover is non-refundable once the shipment has been collected or dropped off.
How do I make a claim?
Claims can be made by emailing Transglobal Express GmbH in the first instance.
- Claims must be made directly to Transglobal Express GmbH; any attempt to claim with the carrier directly will invalidate your claim with us.
- A claim can only be made by the person or company contracted with Transglobal Express, that is, the account holder, not the receiver.
- A claim for lost or damaged goods will be rejected if the items claimed for are missing from the original valued customs invoice or if the items claimed for are on our list of "Dangerous, Hazardous and Prohibited", or "No Compensation" items.
- Claims for lost parcels or partial loss (missing contents) will be invalidated if the goods are located or are no longer considered lost.
All successful claims will usually include a refund of the carriage costs.
We aim to process all claims as quickly as possible.
Please note: In respect of loss or damage we do not cover for indirect or consequential loss such as (but not limited to) loss of profit or loss of market.
Resulting payments will be made in Euro (EUR).
Select the relevant option below to read more about our loss and damage claims process:
Making a claim for lost parcels
For lost parcel claims
- For DHL Express, you must contact us within 30 days after the collection date.
- For DPD, you must contact us within 14 days of the collection date.
- For Evri, you must contact us within 30 days after the collection date.
- For FedEx, you must contact us within 3 months after the collection date.
- For GLS, you must contact us within 7 days ater the collection date.
- For Landmark, you must contact us within 60 days after the last Landmark scan.
- For TG International, you must contact us within 21 days of the collection date.
- For TNT, you must contact us within 3 months of the collection date.
- For UPS, you must contact us within 60 days of the collection date.
- For USPS, you must contact us within 30 days after the last scan.
We strongly advise that you contact us as soon as possible, and preferably within 7 days of the scheduled delivery date even if the permitted timeframe is longer.
For loss claims:
- Once a shipment has been reported missing, the carrier will request a full description of the package in order to conduct a depot search. Only once this has been completed can a claim be submitted.
- A lost parcel claim will be invalidated if the goods are no longer considered lost.
- You will need proof of value for the entire consignment (receipt or purchase invoice). Please note that that this must represent the cost and not your sales (retail) price. Only the replacement value of the goods will be paid.
- You will also need to provide a copy of the signed Collection Manifest as proof that your collection was made.
- We will require a written denial of receipt from the receiver.
Making a claim for partial loss or damage
Making a claim for partial loss or damage
- The following information pertains to claims for parcels that are delivered but with damaged or missing contents.
- A claim for partial loss can only be submitted once the carrier has completed a search.
- For DHL Express national, you must contact us immediately after delivery, if the damage is outwardly visible (the damage must be noted on the proof of delivery). For outwardly non-visible damages, you must contact us within 7 days after delivery for domestic orders and within 30 days for international orders.
- For DPD, you must contact us within 7 days of the delivery date.
- For Evri, you must contact us immediately after delivery for outwardly visible damages and otherwise within 7 days after the collection date.
- For FedEx, you must contact us within 21 days after the collection date (the damage must be notes on the proof of delivery).
- For GLS, you must contact us immediately after delivery for outwardly visible damages and otherwise within 7 days after the collection date.
- For Landmark, you must contact us within 7 days after the delivery. 30 days after Landmark has confirmed the damage/loss, all documents must be available.
- For TG International, you must contact us within 21 days of the delivery date. The goods must be signed as ‘damaged’. If the goods are not signed as ‘damaged’ you must contact us within 24 hours.
- For UPS, you must contact us within 14 days of the collection date. You need to keep the packaging.
- For outwardly apparent damages with TNT, you must contact us immediately after the delivery (it must be noted on the proof of delivery). Otherwise, you must contact us within 14 days of the collection date for express shipments and within 7 days for economy and domestic shipments.
- For USPS, you must contact us immediately after delivery for outwardly visible damages. Otherwise, you must contact us within 14 days after the delivery date.
For partial loss or damage claims:
- The original packaging and damaged items must be kept at the delivery address for inspection by the carrier. Failure to do this may void the claim.
- A claim for partial loss will be invalidated if the goods are located or no longer considered lost.
- Photographs of packaging and damaged items will be required to resolve claims. There must be evidence of suitable packaging - please see our packaging guidelines for advice on what constitutes appropriate packaging. We advise you to take photographs of the packaging of your parcel before it is sent, but photographs from the receiver once the parcel has been delivered will also be considered.
- For DPD and Landmark services, you must provide a photograph showing the barcoded shipping label attached to the outer packaging on delivery.
- You will need a copy of the delivery note signed "damaged" or "unchecked". (Please note that we will reject any claim where the goods have been signed for "In Good Condition".)
- You will need proof of value for the entire consignment (original receipt or purchase invoice). Please note that this must represent the cost and not the sales (retail) price. Only the replacement value or repair cost of the goods will be paid.
- You will need a quote for repairs or invoice/receipt for replacement parts, if applicable.
- The carrier will require evidence of the value of your goods such as original receipts.
We do not accept claims for mechanical derangement. This is when an item is reported as faulty or broken but shows no clear external evidence of damage in transit.
In the event of a full settlement for damaged goods, the goods become the property of Transglobal Express and we reserve the right to retrieve them.
Submitting your Claims Application
To submit your application:
- Click on the Start a new Claims Application button below.
- Enter all the requested information into the claims form and submit your application.
- You will then be given the option to upload evidence to support your claim. This can be uploaded at a later date by following the instructions below.
- You will receive an email confirming your application has been submitted. A member of our team will also be in touch to confirm next steps.
- To submit your supporting evidence:
- Go to the Upload Center in your account area
- Select Claims as the document category.
- Select the "Order Reference" to attach it to
- Click Upload
- You can repeat this process for any documents you wish to upload.
- For any enquiries you can email [email protected]