How to initiate an investigation

Please follow below instructions and note that a case cannot be initiated unless the parcel has been scanned in our delivery network.

1. Check the deadline and required documentation as per below:
   • Lost / Tracking stopped
     • Deadline: 30 days from first scan.
     • Documentation required: Sales invoice and cost price ex. VAT.
   • DOR (Denial of Receipt)
     • Deadline: 7 days from delivery scan.
     • Documentation required: Sales invoice, cost price ex. VAT and signed DOR. (DOR attached at the bottom of the page). Additional DOR may be requested if needed.
   • Damaged or Missing content
     • Deadline: 7 days from delivery scan.
     • Documentation required: Sales invoice, cost price ex. VAT and pictures as per below: 
       • Picture of the label visible on the parcel
       • Picture of the damage to both the box and the content
       • Picture of the outer packing
       • Picture of the inner packing
         Specifically for Germany/DHL DE
         • Deadline: No later than 7 days from delivery scan the recipient is to hand over their parcel to a DHL packing-station for inspection. The recipient will then receive a damage report from DHL.
         • Documentation required: Invoice and the DHL damage report.
         • Compensation: Depending on how the recipient has initiated the claim with DHL DE the compensation can be handled between DHL DE and the recipient.

         • Once the recipient has received the damage report, please send your inquiry as described below.

2. Send your inquiry via email to our customer service team (see below) no later than 12:00 CET the day before the corresponding deadline, including the required documentation.
   • Email subject: [Tracking number]
   • A case is NOT considered open until we have all the required documentation.
3. We will confirm that a case has been initiated and keep you updated on the outcome.
   • A case is usually finalized within 6-8 weeks, often sooner. 
   • If a case has been approved, the parcel will be compensated according to NSAB (weight x 8,33 SDR, max content value. Carrier specific terms may apply).

Email customer service

DK team: [e-mail]
NL team: [e-mail]