Damage

The beneficiary of any compensation for damage or loss will always be the sender. If the sender wants the recipient to receive the compensation, they must present a signed request to Correos authorising the compensation for the recipient.

Carta certificada/Paquete azul

National Guarantees
For damage:
  • Period for presenting an incident or complaint:
    • Carta certificada: Minimum 7 days and maximum 6 months from the date of receipt of the shipment.
    • Paquete Azul: Minimum 10 days and maximum 6 months from the date of receipt of the shipment.
  • Compensation:
    • Certified letter: From 27/06/2021, the compensation will be the paid fee multiplied by 10, plus the declared value if it was contracted. Prior to this date, the compensation was 30 euros plus the declared contracted value.
    • Paquete Azul: From 27/06/2021, the compensation will be the paid fee multiplied by 4, plus the declared value if it was contracted. Prior to this date, the compensation was 23.44 euros plus the declared contracted value. 
  • Incidents will be compensated by the lowest of the following amounts:
    • For the declared value.
    • For replacement of the lost object.
    • For repair of the damaged object.
  • Terms and Conditions:  damage must be  reported  at the time the shipment is  received. If not, we consider the shipment to have been delivered in good condition. We cannot accept any claims for damage or missing contents for these products if it is noted after they have been delivered.
  • Documents to provide: we may request photos of the damaged packaging and contents to confirm the damage and check whether the packaging was sufficient to protect it. During reception, Correos personnel may advise you on how to prepare your shipment and offer you appropriate packaging .
  • If claiming for a lost or damaged shipment or missing contents, with Insurance or Declared Value, we may ask for  documentation accrediting the  value of the goods, or invoices for repair or replacement.
See all the information about shipments for individuals
See all the information about shipments for individuals

Paq Estándar / Paq Premium

For damage:
  • Time limits for the claim to result in compensation: it must be reported at the time of delivery or within 7 calendar days of delivery.
  • Compensation: €6.67 per kg invoiced (€6.43 per kg invoiced for shipments received in 2022).
  • The minimum compensation is €40, only for Paq Premium and customers without a contract. That means that if the sum of the  compensation (according to the above formula) plus the delivery price is less than €40, you will still receive €40 compensation 
  • Terms and Conditions: for this type of incident, an expert opinion will determine the amount to be paid for the damage.
  • Documents to provide: we may request photos of the damaged packaging and contents to confirm the damage and check whether the packaging was sufficient to protect it. During reception, our staff may advise you on how to prepare your shipment and offer you the most appropriate packaging.
  • If claiming for a damaged shipment or missing content, with Insurance or Declared Value, we may ask for documentation accrediting the value of the goods, or invoices for repair or replacement.
  • Customers with contracts will receive compensation according to the terms and conditions set out in their contracts.
See all the information about parcel shipments for individuals
See all the information about parcel shipments for businesses