Parcel100 Special line after-sales investigation and claim statement
1. If the package stays in the following state, please contact us immediately：
1.1 No track and trace for more than 3 days after the package is picked up；
1.2 No follow-up track and trace update for more than 5 days after the package is stored；
1.3 No logistics track and trace update more than 5 days after the package declared by customs or during domestic delivery process；
1.4 The parcel is found damaged on the day after signing; (Please do not reject to receive the damaged package, and provide valid photo for a proof)，
Contact with us：
The claims for lost parcel will be rejected if the parcel was pasted a used shipping label.
The description and procedure are as follows：
Step 1: Aftersale case registration
The email content must contain：
Ø Parcel100 shipping label number；
Ø PDF shipping label；
Ø Other materials (please refer to Table 1 below: Parcel100 parcel claim materials).
Step 2: Investigation
Aftersales team will register in time after receiving your email, reply to you within 1-2 working days, and launch an after-sales investigation. The longest investigation time for Parcel100 spacial line is 15 working days.
a. If the Parcel100 special line package problem is solved within 15 working days, the investigation will be completed.
b. If there is no investigation result after 15 working days, the third step of the claims process will be entered.
Step 3: Claims
1. Parcels that enter the claim settlement process generally has the following two situations. After the customer provides all requested information, the after-sales team will provide the customer with corresponding compensation in accordance with the following standards and on the basis of meeting the compensation principles.
1-1. Damaged package
1-2. Lost of package
2. Principle of compensation：
a. If the shipping label that has been issued execce 30 days, investigation of lost or damage would not be acceptable; If the parcel shipping label number cannot be found in any Parcel100 system, the investigation will not be accepted.
b. To apply for a claim for a damaged package, the applicant needs to contact the domestic delivery service provider for feedback and reporting within 24 hours after the package was received by receipt or within 48 hours after someone else signs for receipt, and the claim information and documents need to be sent to the after-sales email, all documents must be completed within 3 days. No compensation will be made after the deadline.
c. If the track and trace shows that the package is received by the recipient, but the recipient has not received the package, the parcel needs to be reported to us within 5 days of the track and trace shows as received, otherwise the investigation will not be accepted.
d. The maximum compensation limit for a packages is 135 euros or RMB 1,000. Package claims must provide a receipt of the contents, and the claim cannot be accepted without a receipt.
f. When receiving the package, please be sure to open the box and check the contents one by one in front of the postman. If there is serious damage, you need to ask the delivery person to provide a damage certificate. We recommend not to fill in the words "Outer packaging is intact" on the damage certificate. If there is no damage certificate and the outer packaging is intact, the package is unable to settle claims.Please do not discard the complete original package box, packing list, physical goods, package fillers and other documents before you are contacting customer service and providing customer service approval information.
g. Compensation for after-sales problems caused by improperly packaged packages or packages containing liquids, pastes or fragile items (such as glass, porcelain, etc.) will not be compensated. (Improper packaging means that the package is not packed with reasonable protective measures, such as the carton is too thin, does not have enough filler, is not explosion-proof, etc.; Contained liquid items means that the box contains liquid items, easily meltable items such as chocolate, fish oil, soft goods, etc. If the liquid items such as sugar are damaged and cause damage to other items, the entire contents of the package will not be compensated.)
h. Slight damage, slight wrinkles in appearance, missing buttons on milk powder paper cans, slight cracks in cartons, slight extrusion and deformation of iron cans, etc. are all normal losses during transportation and are considered normal commodities and will not be accepted.
i. The claims for lost or damage parcel will be rejected if the content of the parcel was concealed and unreported.
i. The claims for lost or damage parcel will be rejected if the parcel was pasted a used shipping label.
j. If the Parcel100 special line package is returned or needs to be delivered a second time due to customer reasons, compensation is unacceptable.
3. Duration：
After Parcel100 special line parcel enters the process of claim, the after-sales service team receives the complete claim documents and the customer's payment information, the after-sales service team will reply to the customer via email to confirm the claim amount and arrange the transfer of the claim amount within 30 working days.
4. Penalty：
a. Tags, newspaper pages and shopping receipts found in the package will be fined 10 euros.
b. The incorrect report of milk powder segments, cans or brand in the package will be fined 10 euros. (For example, the declare form report that 3 cans of Nutrilon 3, but the package has 3 cans of Nutrilon 4)
c. The package contains undeclared the items, will be fined 20 euros. (Even if the package contains just one extra candy, it's unacceptable)
d. The contents of the package are inconsistent with declare form, the customs will open the package and sender will be fined 50 euros.
f. If there is a dangerous goods mark on the outside of the package, it will be fined 100 euros and the sender will be blacklisted!
Note: It is best to open the package in front of the postman before signing for it. If there is any damage, ask the postman to issue a damage certificate immediately. If the postman refuses to issue a certificate after opening the package, no claim will be made. If the package implodes, please be sure to take photos and send them to us!
PostNL & Bpost after-sales investigation and claim statement
If the package stays in the following state, please contact us immediately：
1. No track and trace for more than 3 days after the package is picked up；
2. No follow-up track and trace update, package damaged or package was returned by customs.
If the package has the above problems, please send the package information to our after-sales service in time for investigation and processing according to the following requirements.
The contents of the investigation email sent to the after-sales service should include: the logistics tracking number of the package, the PDF shipping label of the package, and the after-sales registration form of the problem package with complete information.
The claims for lost parcel will be rejected if the parcel was pasted a used shipping label.
Email:
1. No track and trace for more than 3 days after the package is picked up：
No track and trace for more than 3 days after the package is picked up, or no follow-up track and trace update for more than 5 days after the package is shipped, you need to contact the after-sales service by email in time. If there are multiple problem packages, please send them in multiple emails. The aftersale service will reply to you within 3 working days and request an investigation of the package to PostNL or Bpost Office.
2. Damaged package：
If your package is damaged (damaged, flooded, etc.), it is recommended that you inform the recipient not to reject it, otherwise all the costs and risks arising from the return of the package need to be borne by you. Once the package is damaged, please take a photo and keep it, and be sure to ask the delivery person to issue the proof of damage of the package (tell them that they are not responsible for it, only need to provide proof and seal it) It is recommended that the words "outer package is in good condition" do not appear in the proof of damage. You need to send the damage claim application to the after-sales email within 3 days after the package is signed, PostNL or Bpost will not accept the overdue application. If the parcel is seriously damaged and needs to be destroyed, please directly ask the postal service to destroy it, otherwise you will have to bear the postage for returning to the Netherlands!
3. Returned package：
The return of the package usually takes more than 3 months, or even longer. Please try to standardize the packaging to avoid the loss caused by return!
No matter what the reason for the return of the package, all costs incurred need to be paid by the sender.
3-1 Parcel is returned by several reason:
The random inspections carried out by customs is different in different regions, so if international parcels are shippped, even if the contents are the same, the results of parcel processing in different customs clearance areas will be different. According to the returned packages reported by Bpost or PostNL, the packages sent to Jiangsu Province and Shanghai are generally more likely to be inspected by customs!
Generally, the reasons for the return of packages are as follows：
a. Parcel still in the Netherlands because of PostNL or Bpost was not delivered successfully for some reason:
These include, but are not limited to: the incorrect attachment of the shipping label (the PostNL parcel was ordered from the post office as an appointment pick-up package, and the wrong shipping label was affixed), the sorting error of the post office, the weight of the parcel shows in the shipping label is not consistent with the actual weight of the parcel, etc
b. The package is decided to be returned when the parcel arrived at the customs:
The reason of customs return include but are not limited to: prohibited items, excessive value of package contents, package volume is too large, shipping label is falling off, commercial packages (excessive amount of contents), liquid, powder and so on
c. The delivery failed in the destination country:
These include, but are not limited to: customer rejection, recipient's failure to pay taxes on time, recipient's wrong address, unclaimed packages, etc.
3-2 Package return process
Once the returned package arrives at the warehouse, a aftersale service will contact you by email so that you can decide the specific package handling method.
a) If the package is returned but has not yet sent to China, we will handle it according to the actual situation. Please refer to the aftersale service email for more details.
b) For returned packages from China, no matter whether you need the package or not, we will charge return fees on behalf of PostNL or Bpost according to their requirements. You can choose the following package handling methods:
· Self pick up from Parcel100 Warehouse：Return package fees (depends on package weights) and 4 EUR service costs；
· Third-party delivery to home: Return package fees (depends on package weights) and 8 EUR delivery costs；
· Destroyed：Return package fees (depends on package weights) only, not additional costs needed；
KG | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 |
EUR | 21 | 25 | 28 | 32 | 36 | 40 | 45 | 49 | 53 | 57 |
KG | 11 | 12 | 13 | 14 | 15 | 16 | 17 | 18 | 19 | 20 |
| EUR | 61 | 65 | 70 | 74 | 78 | 82 | 86 | 90 | 95 | 99 |
KG | 21 | 22 | 23 | 24 | 25 | 26 | 27 | 28 | 29 | 30 |
EUR | 103 | 107 | 111 | 115 | 120 | 124 | 128 | 132 | 136 | 140 |
*Bpost return package rate, valid from 01/01/2025 until 31/12/2025
The return shipping fee will be charged after the package is returned to the warehouse, and the return will be arranged after the return shipping payment is done.
Please note that if there is no feedback within 30 days after the aftersale service email notification, we will assume that you have abandoned the package, and the warehouse will destroy it for you after deducting the 21 Euro return shipping fee. (Avoid warehouse losses caused by product deterioration, etc.)
If the package is returned due to detachment of the label, you can contact after-sales service. After providing relevant materials, we will communicate with PostNL or Bpost to apply for a return shipping claim. However, the final decision on claim settlement rests with the postal service. Please be informed.
Once the package is returned, there is a risk of loss and damage. No compensation will be paid for loss or damage caused by return.
4. Principles of PostNL&Bpost investigation/claim settlement：
a) Package that is being sent more than 50 days, will not be investigated;
b) If the parcel tracking number cannot be found in any logistics information in our PostNL or Bpost system, the investigation will not be accepted;
c) After the package is investigated, the investigation time is up to 3 months. If the PostNL or Bpost does not respond to any investigation information within 3 months, we will assist you in applying for a claim to PostNL/Bpost.
d) For claims for damaged packages: PostNL/Bpost will comprehensively consider the receipt of damaged items, the value on the receipt, photos of the damaged package, and proof of package damage provided by you, and reply with the final compensation amount (postage is non-refundable) and Indemnity date. If the package is damaged due to improper packaging by you, no compensation will be paid. The maximum claim amount for Bpost is 100 euros, which is subject to the actual amount received by Bpost.
e) For claims for lost packages: After PostNL/Bpost investigates and confirms that the package is lost, it will take comprehensive consideration based on the package content details, receipts, and the value on the declared form, and reply with the final compensation amount (postage is non-refundable) ) and the date of compensation.
f） Please report and provide the information of the damaged or lost within 3 days after the date of receipt, otherwise no claim will be processed.
g）Claims cannot be made if the date of the receipt was older than the shipping date.
h）Any damaged/lost packages after the package sending out of our warehouse will be compensated by the PostNL/Bpost carrier, and our company will not make any additional compensation.
5. Claim amount
When PostNL or Bpost confirms the package claim amount and claim return date to our company, we will transfer it to you in a timely manner after receiving the payment!
PostNL self-delivery package after-sales instructions:
1) When the self-delivery package label start with CV order number, it is recommended that you cancel the order and apply for a refund in the system. The CV order number is caused by the instability of the PostNL ordering system. Due to the self-delivery post office label, The ticket is valid for 2 weeks, so you will be refunded 2 weeks after you submit your refund application.
2) If you use a CV tracking number to send a package, you will be solely responsible for subsequent package conditions.
3) The logistics information of self-delivered packages will generally be updated about a week after it is shipped. If the logistics information has not been updated for more than 10 days, please contact us as soon as possible.
4) The weight limit for self-delivery packages is 20KG. Please confirm that your package does not exceed 20KG before mailing it, and keep the receipt given to you by the PostNL delivery point until the package is signed for. Self-delivery packages exceeding 20KG will be charged up to 200 euros. fine! If you have any questions, we will need you to provide this receipt when communicating with PostNL.