What to do if you notice external damage to a package during delivery
For courier deliveries
When receiving a package from a courier, we recommend inspecting the outer packaging together with the courier. If you notice damage that might have affected the contents, you can:
refuse to accept the shipment, or
request the courier to file a package damage report in their system
If the courier identifies damage before delivery, they will fill out a damage report on your behalf. You will be contacted by phone or email to confirm whether you want to accept the parcel despite the damage or refuse it.
For parcel locker or parcel point pick-ups
If you notice damage when picking up the parcel from a parcel locker or parcel point, please take clear photos of the damage while you are still near the parcel locker or point. Then, send the shipment information, a description of the damage and the photos to us by e-mail klienditeenindus@smartposti.com. Our specialists will review your case and contact you for further assistance.
What to do if you notice damage to the contents of the package
Notify the sender immediately if you discover damage to the contents of your parcel are damaged. Take clear photos of the damage and share them with the sender.
As a rule, only the sender has the right to claim compensation. To do so, the sender must contact the service provider in the country of departure and file a claim for damages.