Complaints

If, as a recipient, you find that something is missing on delivery, please make a note of this before signing. Then contact the sender, who can register the missing delivery here.

We look for your shipment
When we receive a notification that a part of a delivery is missing, we start a search. We usually find the missing shipment. If we are unsuccessful, however, we will contact the party who submitted the notification via e-mail or phone.

If the shipment is lost
If we cannot find the shipment, we will search domestically for up to 30 days (internationally for 60 days). If we are unsuccessful, it will be deemed lost and we will contact the party who submitted the notification in order to address the issue of compensation.

If the shipment was sent recently, we recommend that you wait a little, as most shipments that initially seem to have disappeared tend to arrive within a couple of days. You can search for your shipment here.

Shipment has not been delivered within a couple of days
As the recipient, we ask you to contact the sender, who can register a missing delivery here. If this is not possible, you are welcome to contact us directly and we will do what we can to help you.

We look for your shipment
When we receive a notification that a shipment has not arrived as expected, we start a search. We usually find the missing shipment. If we are unsuccessful, however, we will contact the party who submitted the notification via e-mail or phone.

If the shipment is lost
If we cannot find the shipment, we will search domestically for up to 30 days (internationally for 60 days). If we are unsuccessful, it will be deemed lost and we will contact the party who submitted the notification in order to address the issue of compensation.

Remember!
If you have booked an option with a time guarantee, you may be entitled to late delivery compensation, up to a maximum of SEK 5,000 including shipping costs. Report the late delivery to customer service.

Visible damage to the packaging
If you can see that something has been damaged when you receive the delivery, please make a note of this before you sign. This note does not have to be detailed, but it is important in order for us to know that the shipment was damaged on delivery. It also gives us the opportunity to trace the source of the error and take actions to ensure it is not repeated.

Hidden damage that is discovered after unpacking
If you discover damage when you unpack your item, you need to submit a claim notification (see below) within 7 days.

Damaged agent delivery
Our agents cannot accept claim notifications. If an agent delivery is damaged, you need to submit a claim notification (see below) within 7 days.

Limit the damage and retain the damaged item until the matter has been investigated
It is important for you to limit the damage, so that it does not get any worse. Bear in mind that we may need to inspect the damage and that it may be possible to repair the item. You should therefore retain the damaged item after it has been registered and photographed, until the matter has been investigated.

Submit your claim notification here

E-mail confirmation  
You will receive a confirmation by e-mail after you have submitted the notification. If you have not received an e-mail, please check your spam folder. We investigate the liability with the parties involved in the shipment. Once the investigation is complete, we will get back to you with a decision.

Remember!

• Always state your shipment number/package number
• Attach pictures of the damage and/or packaging, as well as a clear description of the damage. The notification can be supplemented with pictures and attachments at a later date.
• Attach commercial invoices between seller and purchaser, or other documentation indicating the value of the goods during transport. In the case of an auction, it is the auction price that corresponds to the value of the item.
• Approved purchase price documentation includes: Trade auction numbers, receipts, invoices, bank statements from recipients or aliases.
• Damage that does not include total damage is compensated with a price deduction, a reduction in value or with the repair cost, and can be confirmed with a repair invoice, an invoice for a replacement delivery or a spare part invoice.
• If the complaint documentation is received too late, this may result in you not receiving compensation.

Questions about ongoing matters
Do you have any questions about an ongoing matter or are you going to send more pictures? E-mail us at the complaints handling department. Specify the complaint number in the subject field.

Other questions
Do you have any other questions? E-mail us at the claims center or call +46 (0)36-183240

Damaged goods | Import or export
The terms of delivery govern who is entitled to make a complaint. It is usually the sender who is paying for the freight who bears the risk. Are you the recipient and do not bear the risk? Contact the company or person from whom you purchased the item.

Damaged package | Import or export
Complaints regarding packages that have been damaged during transport must be submitted by the sender/seller in the country of origin. Contact the company or person from whom you purchased the item.

Damaged goods | Ocean or air freight
Submit your claim notification for ocean or air freight by phone or via the form here (select Complaints as the subject).

Submit your claim notification for land transport here.

E-mail confirmation  
You will receive a confirmation by e-mail after you have submitted the notification. If you have not received an e-mail, please check your spam folder. We investigate the liability with the parties involved in the shipment. Once the investigation is complete, we will get back to you with a decision.

Remember!

• Always state your shipment number/package number
• Attach pictures of the damage and/or packaging, as well as a clear description of the damage. The notification can be supplemented with pictures and attachments at a later date.
• Attach commercial invoices between seller and purchaser, or other documentation indicating the value of the goods during transport. In the case of an auction, it is the auction price that corresponds to the value of the item.
• Approved purchase price documentation includes: Trade auction numbers, receipts, invoices, bank statements from recipients or aliases.
• Damage that does not include total damage is compensated with a price deduction, a reduction in value or with the repair cost, and can be confirmed with a repair invoice, an invoice for a replacement delivery or a spare part invoice.
• If the complaint documentation is received too late, this may result in you not receiving compensation.

Questions about ongoing matters
Do you have any questions about an ongoing matter or are you going to send more pictures? E-mail us at the complaints handling department. Specify the complaint number in the subject field.

Other questions
Do you have any other questions? E-mail us at the claims center or call +46 (0)36-183240

In the event of loss or damage, any compensation is generally based on the weight of the product, not on the value of the product.

If you have taken out the goods insurance that we offer in collaboration with AIG, you can receive full compensation in the event of an accident. Report the damage to AIG by filling in the claim form.

You will find the certificate number on the confirmation you received when you took out the goods insurance.

Would you like to take out goods insurance? Read more here.

When we are liable to pay compensation for any damage or loss, we compensate you on the basis of the invoice value.

Depending on which method of transport is used (truck, boat, rail or plane), the liability for damage or losses is limited through laws and provisions on liability.

One example of this is ocean transport, where there is an exemption of liability for general average as well as for fire and running aground.

Limitations (some examples):

• Domestic: Max. SEK 150/gross kg = physical weight.
• International: According to the CMR Convention, max. 8.33 SDR/gross kg (approximately SEK 100/gross kg = physical weight.

Potential for a higher level of compensation
In order to be able to receive full compensation for the value of your goods in the event of an accident, you need to take out goods insurance. Through us, you can take out goods insurance with AIG. Read more and take out goods insurance here.

All types of goods are handled in our business. Some shipments are robust and withstand almost anything. However, others are fragile and at risk of becoming damaged.

As the sender, you have to ensure that goods delivered for transport are provided with a commercial and product-appropriate packaging, which can protect the goods against normal stresses throughout the entire transport. You also need to keep track of Terms and Responsibilities. For example, liquids must not be sent in the parcel system without protective and absorbent materials.

Inadequate packaging, or the lack of refrigerated or heated transport that has been ordered for goods that are sensitive to cold or heat, may entail limitations in the entitlement to compensation. In some cases, no compensation may be paid at all.

As the recipient, you have to act when you receive the shipment. Check the condition of the goods and the packaging when they are handed over to you. Check that the number of goods/parcels matches the information on the consignment note. Tell the driver if anything is damaged or missing, and ask them to make a note of this before you sign the receipt.

We apply the General Conditions of the Nordic Association of Freight Forwarders for Transport, Shipping and Storage (NSAB 2015) in the same way as other logistics companies in Sweden. This is a guarantee that our customers are always treated in a correct and safe manner.

Our responsibility for the shipment ends when it has been delivered to the recipient or left at the specified address. We currently hold liability insurance with If Skadeförsäkring AB/AIG Europe.

Read more in our Terms and Responsibilities.