If your parcel is damaged, lost, or delayed, don’t worry — we’ll guide you through the claim process step by step.

🕒 When to Report

All claims must be submitted within 7 days after receiving the shipment.

✉️ How to Submit

Send your claim to claim@mygermany.com. We've also attached a claim form for your convenience (optional).

📋 What to Include in Your Email

Please gather the following information and send it in one single email:

• 📦 Item description and a short explanation of the damage

• 💰 Item value (in EUR or USD)

• 🔧 Is the item repairable?

• 📮 AWB/tracking number

• 🧾 Your myGermany order number

• 📸 Was the outer packaging damaged? Describe and attach photos

• 📸 Was the inner packaging damaged? Describe and attach photos

• 🚛 Did you inform the delivery driver?

• 📑 Proof of value (e.g. invoice, receipt, or ownership document)

• 📸 Photos of the item clearly showing the damage

Tip: Make sure your photos clearly show inner and outer packaging, as well as the damaged item itself. This is important for processing your claim.

📌 Insurance Notes

• Your shipment is insured for the item’s value.

• Shipping costs are only partially insured – we cover our carrier’s transport rates.

• Additional myGermany services (e.g. repacking, padding) are not covered by the carrier’s insurance.
  
  

Learn more about transport insurance