PostNord

1. Deadlines for Investigations

Submission deadline:
An investigation can be submitted up to 6 months after the first inbound scan at PostNord.

Earliest submission date:
An investigation can be initiated no earlier than 3 working days after the first inbound scan at PostNord.

2. Required Information for an Investigation

To initiate an investigation, we require:

• Order number
  or

• Tracking number

• Sales invoice

   

3. Damaged Parcels

Visible damage:
Must be reported immediately after delivery.

Concealed damage:
Must be reported within 7 days after delivery.

For a damage report, the following information and documents are required:

• Photos of the damaged items

• Photos of the damaged outer carton

• Sales invoice

   

4. Required Information and Documents for Approved Compensation

If the investigation remains unsuccessful, PostNord requires a loss invoice for reimbursement containing the following details:

• The invoice must be addressed to PostNord Logistics:

PostNord Logistics GmbH
Skandinavienallee 5
23570 Lübeck-Travemünde
Germany

• The tracking number must be visible on the loss invoice

• The VAT identification number (VAT ID) must be included

• Only the cost price (without VAT) may be listed (maximum €120.00)

The payment of the cost price is made directly by PostNord.

5. Compensation Amount

PostNord reimburses up to a maximum of €120.00 for lost or damaged shipments.

6. Safe Place Authorization

In the PostNord app, the recipient has the option to grant a safe place authorization or select one of the available alternative delivery options.

7. Alternative Delivery Options

PostNord Service Point
These locations are usually integrated into shops, kiosks, or other retail locations.

PostNord Parcel Locker

8. Delivery Attempts

PostNord makes one delivery attempt.
If the delivery is unsuccessful and no safe place authorization has been provided, the parcel will be deposited at a branch or pickup point for collection. The recipient will receive a notification in this case.

Within the domestic network, parcels are held for collection for 7 working days before being returned to the sender.

9. Maximum Parcel Dimensions and Weight

Maximum length:
1.75 m

Length + girth:
Maximum 3 m

Minimum dimensions:
Length 140 mm
Width 90 mm
Height 15 mm

Maximum weight:
30 kg