# Delivery issues

If a parcel is damaged or goes missing while the carrier has it, we handle the claim. You contact us, we open the case with the carrier, and the compensation is passed on to you. If the claim is filed too late, the right to compensation lapses.

## What do you do if a parcel is damaged?

Contact us right away via Contact support in your dashboard with the order number and a description of the damage. The carrier must receive the claim no later than 5 weekdays after delivery, otherwise the right to compensation lapses.

Your customer holds the evidence, so ask the customer to:

- photograph the parcel from all sides
- photograph the inner packaging and the damaged item
- photograph the shipping label
- keep the item and packaging until the case is settled

The carrier may ask to collect the parcel at the delivery address in its original packaging. Without photos and packaging the case may be rejected. We open the case with the carrier and keep you updated until it is settled.

## What do you do if a parcel goes missing?

If tracking stalls, or your customer reports the parcel never arrived, contact us. We trace the parcel with the carrier. A trace takes up to 10 weekdays. If the parcel does not turn up, it is declared lost, and the case moves to compensation.

## What does the compensation cover?

The carrier compensates the item's documented cost price excl. VAT, up to DKK 4,500 per parcel. It is the cost price, not your selling price, that is compensated. If a parcel is delayed more than 10 weekdays without being lost, only the shipping price is compensated. Once the carrier has approved the case, we pay the compensation to you.

If your customer chooses to have the parcel left at the door without a receipt, the carrier's liability ends at delivery. A parcel that disappears after being left is therefore not compensated.

## Who is responsible towards your customer?

Towards your customer, your webshop carries the risk until the parcel is delivered. Your customer is entitled to a new item or their money back, regardless of how the claim ends. So do not wait for the decision: help your customer right away, and let the compensation case run alongside.

## Ofte stillede spørgsmål

### What do you do if a parcel is damaged at Cofinal?

Contact Cofinal right away with the order number and a description of the damage. The carrier must receive the claim no later than 5 weekdays after delivery. Ask the customer for photos of the parcel, the inner packaging, the damaged item and the shipping label, and to keep the item and packaging until the case is settled.

### What do you do if a parcel goes missing at Cofinal?

Contact Cofinal, and we will trace the parcel with the carrier. A trace takes up to 10 weekdays. If the parcel does not turn up, it is declared lost, and the case moves to compensation.

### What does the compensation cover at Cofinal?

The carrier compensates the documented cost price excl. VAT, up to DKK 4,500 per parcel. If a parcel is delayed more than 10 weekdays without being lost, only the shipping price is compensated. A parcel that disappears after being left at the door without a receipt is not compensated.

### Who is responsible towards the customer when a parcel is damaged or goes missing?

Your webshop carries the risk towards the customer until the parcel is delivered, so the customer is entitled to a new item or their money back regardless of the outcome. Help the customer right away, and let the compensation case run alongside.