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 a package 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 via email at klientuapkalposana@smartposti.com or complete the claim form on our website. At parcel points, you can also ask an employee to fill in a parcel damage form for you.
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 package. The sender will need to submit a claim in the country of dispatch.
If the package arrived without visible external damage but the contents are damaged, you should still contact the sender.