How does myGermany handle claims if parcels are damaged during the shipment to customers?

📦 How do I file a claim for loss or damage?

Claims for loss, damage, or delay must be reported within 7 days of delivery. Please email all required details in one message to [email protected].

Include the following:

• Description of the item and the damage

• Value of the damaged item and whether it’s repairable

• Tracking (AWB) number and myGermany order number

• Was the outer/inner packaging visibly damaged? (attach photos & description)

• Did you inform the delivery driver?

• Proof of value or purchase

• Clear photos of:
  – outer packaging
  – inner packaging
  – the damaged item

⚠️ Note: Insurance covers only the item’s value and standard carrier shipping rates. Additional myGermany services (e.g., repacking, materials) are not covered.

For more details, visit our Transport Insurance page.