Discover all the useful information on the compensation for your parcels
You have not chosen the compensation extension on the value of the goods transported.
Without taking out an extension of compensation, be aware that in case of loss or damage to the integrity of your shipment (damage, missing, spoliation ...) a simple compensation may be paid to you.
Also note that no compensation will be due to you if Happy-Post can prove that it has not been held liable, in particular for damage resulting from a case of force majeure (unforeseeable, external and irresistible event).
Finally, the compensation paid is financially limited by several regulations and international conventions as shown in the table below:
Limit of contractual liability of the carrier
National: 23 € per kg with a maximum of 345 € per object
International: € 12 per kg with a maximum of € 180 per object
Example: delivery in Belgium of a 5 kg parcel containing material worth 200 €. If the parcel arrives at its destination empty or damaged, and provided that the recipient expresses its reservations in writing and provides an invoice justifying the value of the object, the carrier will indemnify for its liability and provided that this is incurred. a maximum of € 60 (5 kg x € 12) service included, subject to the amount of the invoice. The damage suffered will be 140 € for the sender.
You have chosen the Happy-Post compensation extension
By choosing the compensation extension, you insure your shipment according to your choice of value of € 50, € 100 or € 200. Reimbursement will be made on the basis of the value chosen, subject to proof of the value of the object transported.
En cas de disparition ou d'atteinte à l'intégrité de votre envoi, Happy-Post remboursera à l’expéditeur du colis la valeur déclarée sous certaines conditions.
In particular, there are exclusions related to the negligence or fault of the sender. Also, in case of loss or damage to the integrity of your shipment, reimbursement is made on presentation of a purchase or replacement invoice.
Example: delivery in Belgium of a 5 kg parcel containing material with a declared value of € 200. If the parcel does not arrive at destination or if it arrives at destination empty or damaged, and provided that the recipient expresses his reservations in writing and provides an invoice justifying the value of the item, happy-post will indemnify the sender of the parcel under its responsibility a maximum of 200 Euros, service included, on condition that the presented invoice reaches this amount.
In the event that the item has not been delivered, the subscriber (the sender) has 15 days, from the maximum delivery date provided, to send Happy-Post a registered letter for the reason of "No Delivery".
In the event of damage to the integrity of the shipment, the subscriber (the sender) has 48 hours after the delivery date to send Happy-Post a registered letter on the grounds of "Material damage / Missing parcel".
How do I make a complaint if I have subscribed to the Happy-Post compensation extension?
Procedure in case of non-delivery of the parcel
It is imperative that you contact Happy-Post customer service as soon as possible, who will look for your parcel.
Send a registered letter of complaint to Happy-Post within 15 days of the maximum expected delivery date accompanied by a copy of the purchase, sale or replacement invoice.
Use the letter template: Complaint in case of non-delivery
In the event of delivery with material damage
At the time of delivery, check the parcel as well as the inside of the parcel in front of the delivery person or the custodian and only sign the transport slip after having entered reservations specifying the type of damage suffered (breakage, wetness, tear, deep scratches, deformation, dent).
Contact the happy-post customer service department as soon as possible, which can then open an investigation.
Send a registered letter of reserve to happy-post within 48 hours of the day of delivery (models of letter of confirmation of reservations below) accompanied by a copy of the invoice for the purchase, sale or replacement of the 'damaged object and a copy of the transport slip mentioning the reservations.
Please keep your parcel and its packaging.
Use the letter template: Complaints for material damage during transport.