What if the package is damaged?

If you have received a damaged parcel, please take the following steps:

• contact Overseas Express via email at stete@overseas.hr and provide the shipment number indicated on the parcel label

• in case of damage, send photographs of the transport packaging, internal protection, and the damaged goods

• do not alter the contents of the parcel so that the actual condition of the shipment can be properly assessed

• do not use the contents of the parcel, as usage is considered confirmation that the goods were received in proper condition and that the damage occurred after delivery

• do not return the parcel to the sender without prior agreement with the sender

• retain the parcel and all packaging materials

In the event of missing contents, please take the following steps:

• contact Overseas Express via email at stete@overseas.hr and provide the shipment number indicated on the parcel label

• clearly state in the email which items were received and which contents are missing

• retain the parcel and all packaging materials

What documentation is required to file a damage claim?

1. Compensation claim – a certified letter on your official letterhead, addressed to Overseas Express, which must include the following information:

• date the shipment was collected from the sender

• full details of the shipment recipient

• shipment number (barcode)

• reason for the claim (shipment damage or loss)

• value of the damaged or lost shipment and the amount for which Overseas Express will be charged

2. 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 value of the goods (for example, a supplier invoice).