Frequently Asked Questions

Wondering how you can track your shipment and how much it will cost you to send the package? Want to know what the C.O.D. payment options are? The package got lost? Wondering what to do in such a situation? At this point, we have answered the most common questions you ask us.

How can I check when my package arrives?

You can follow the delivery of your shipment via our Track & Trace website. Simply enter the shipment number and at any time you can check the status of shipment and change the delivery time or delivery address.

What is the maximum dimension and weight of the package you are transporting?

Regardless of the destination and starting point, the weight of each individual package can be a maximum of 31.50 kilograms. The maximum dimension of the longest side of the package is 100 cm.

Can I pay the collection on delivery with a card?

Payment of the collection on delivery is exclusively in cash.

Within what timeframe should the collect on delivery be paid?

The deadline for paying collect on delivery is 4 working days from the billing accrual.

Within what timeframe can we expect to pick up the shipment?

Pick-ups are done every working day from 8 am to 4 pm.

How to file a complaint?

You can send a complaint related to the loss or damage of the shipment to the e-mail stete@overseas.hr.

You can send a complaint about incorrect invoice or inaccurately calculated costs to the e-mail reklamacije@overseas.hr.

What is the deadline for filing a complaint - from the moment of the delivery?

The deadlines for submitting an objection are explained in detail in Article 14 of the General Terms and Conditions of the Company depending on the type of objection to be submitted.

How soon will Overseas respond to my complaint?

Depending on the type of complaint, you can expect a response as soon as possible, and no later than 30 days from receiving the complaint in domestic traffic or within 60 days from receiving the complaint in international traffic. All details related to this subject can be found in the General Terms and Conditions of the Company.

I received a package with damaged packaging. What to do?

Review the contents of the package with the courier who delivered the package to you. If the contents of the package are damaged or part of the contents of the package is missing, together with our courier, make a report on the damage of the shipment and contact us as soon as possible by e-mail stete@overseas.hr.

You informed me about the package being lost. What to do?

Colleagues from the complaints department will contact either you or the sender to collect all necessary information for reporting the occured damage.

I received the package and your courier does not allow me to open the package before signing the delivery list. Why?

By signing the Delivery List, the recipient confirms that he received the shipment undamaged and without diminishing its contents. Complaint filed or submitted to the Service Provider after delivery of the shipment is not accepted, unless the service user provides evidence that damage occurred before delivery of the shipment.

Is it necessary to save the damaged goods and packaging?

Damaged goods and packaging must be saved for possible review of the damage.

What is a shipment damage report?

A document establishing that the recipient has received a damaged shipment (type of packaging, condition in which the shipment was delivered, circumstances of the occurrence of the occured damage). The report is made by the Overseas Express courier when delivering the package. The recipient and the courier should sign the shipment damage report.

How do I prove the value of the contents of a shipment that is damaged or lost?

Send us a copy of the invoice for damaged / lost shipment, issued to the recipient (the invoice must indicate the damaged / lost shipment and the issue date) or other proof of value (example: supplier's invoice).

How soon will you compensate me for damaged or lost shipments?

No later than 30 days from the moment of collecting the complete documentation for reporting the occured damage.

The package I sent is damaged. How can I prove the value of the shipment to you if it is a gift for which I do not have an invoice?

The value of the shipment is determined by the market value of the product.