Frequently Asked Questions

Would you like to know how to track your shipment and how much it costs to send a parcel? Are you interested in available cash-on-delivery payment options? Has your parcel been lost? Wondering what to do in such a situation? Here you will find answers to the most frequently asked questions.

How can I check when my parcel will arrive?

By using our Track & Trace service, you can follow the delivery progress of your shipment. Simply enter the shipment number to check its current delivery status at any time, and you can also change the delivery time or address.

What is the maximum parcel size and weight you transport?

Regardless of origin or destination, the maximum weight per individual parcel is 31.50 kilograms. The maximum length of the longest parcel side is 100 cm.

Can I pay cash on delivery by card?

Cash-on-delivery payments are accepted in cash only at the time of delivery.

Within what timeframe is the cash-on-delivery amount paid out?

The payout period is 4 business days from the date the cash-on-delivery amount is collected.

During which time period can we expect shipment pickup?

Pickups are carried out every business day from 08:00 to 16:00.

How can I submit a complaint?

Complaints related to lost or damaged shipments can be sent to stete@overseas.hr.

Complaints regarding incorrect invoices or incorrectly calculated charges can be sent to reklamacije@overseas.hr.

What is the deadline for submitting a complaint after delivery?

Complaint deadlines are explained in detail in Article 14 of the company’s general terms and conditions, depending on the type of complaint submitted.

When will Overseas respond to my complaint?

Depending on the type of complaint, a response can be expected as soon as possible, and no later than 30 days from receipt of the complaint for domestic shipments, or within 60 days for international shipments. Further details are available in the company’s general terms and conditions.

My parcel arrived with external damage. What should I do?

Together with the courier who delivered your parcel, inspect the shipment contents. If the contents are damaged or part of the shipment is missing, complete a damage report with our courier and contact us as soon as possible at stete@overseas.hr.

You informed me that the parcel intended for delivery has been lost. What should I do?

Our claims department will contact you or the sender to collect all required documentation for filing a damage claim.

The courier does not allow me to open the parcel before signing the delivery note. Why?

By signing the delivery note, the service user confirms that the shipment was received undamaged and without any reduction in contents. Complaints submitted after delivery are not accepted unless the service user provides evidence that the damage or missing contents occurred prior to delivery.

Is it necessary to keep the damaged goods and packaging?

Damaged goods and packaging must be retained for potential damage inspection.

What is a shipment damage report?

A shipment damage report is a document confirming that a damaged shipment was delivered to the recipient (type of packaging, condition upon delivery, and circumstances of the damage). The report is prepared by an Overseas Express courier at the time of delivery and certified by both the recipient and the courier.

How can I prove the value of shipment contents that were damaged or lost?

Please provide a copy of the invoice for the damaged or lost shipment issued to the recipient (the invoice must clearly indicate the damaged or lost shipment and show the issue date), or other proof of the goods’ value (for example, a supplier invoice).

Within what timeframe will I be compensated for damaged or lost shipments?

No later than 30 days from the moment complete documentation for the damage claim has been collected.

The parcel I sent was damaged. How can I prove its value if it was a gift and I do not have an invoice?

The value of the shipment is determined based on the market value of the product.