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 4 months from the date of receipt of the shipment.
    • Paquete Azul: Minimum 10 days and maximum 4 months from the date of receipt of the shipment.
  • Compensation:
    • Carta certificada: 30 euros + declared value, if this service has been used.
    • Paquete Azul: 23.44 euros + declared value, if this service has been used.
  • 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

National Guarantees:

For delay:

  • Period for presenting an incident or claim: minimum 3 days and maximum 21 days, from the delivery date of the shipment.
  • Compensation: the charge paid is refunded.
  • Terms and Conditions: delivery times will only be met if reception is before 16:00. If not, the period will increase by 1 day.
  • In shipments with the origin or destination in Andorra, the Canary Islands, Ceuta or Melilla, the time for customs processing will not be counted.
See all the information about parcel shipments for individuals
See all the information about parcel shipments for businesses