Loss

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

For loss:
  • 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 loss:
  • Time limits for the claim to result in compensation: a minimum of 3 days and a maximum of 1 year, from the date of admission  of the shipment.
  • Compensation: €6.67 per kg invoiced (€6.43 per kg invoiced for shipments received in 2022) plus reimbursement of the delivery price.
  • 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. 
  • If the shipment has a Declared Value or Comprehensive Insurance, with a maximum coverage of €6,000, the compensation will consist of reimbursement of the delivery price plus the Declared Value or Insurance. 
  • The shipments regulated by the LCTTM (Law on Contracting Land Transport of Goods) have insurance associated so, in the event of a claim, the lowest of the following amounts will be paid:
    • For the declared value.
    • For replacement of the lost object.
    • For repair of the damaged object.
  • Documents to provide: if claiming for a lost or 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.

That and delivery as fast as we can.
See all the information about parcel shipments for individuals
See all the information about parcel shipments for businesses