Damage to or loss of a consignment
What to do if a consignment is damaged or does not arrive at all.

What can you do if your consignment has been damaged?

You have up to eight days after delivery to report the damage at your nearest Swiss Post branch. Please bring the parcel or the letter with proof of delivery (“Registered”, “A Mail Plus” etc.) with you, including the contents, so that we can assess the damage and complete a damage report. We will then check whether you are entitled to compensation. This applies to both domestic and international parcels.

What can you do if a consignment has been lost?

If a consignment does not arrive as expected, you can lodge an enquiry with us. The enquiry can be lodged by the sender or the recipient.

We can only start the enquiry:

  • If in Track & Trace the “Consignment delivered” event is missing.
  • If the published delivery time has elapsed by more than two days.
  • If the recipient confirms (orally or in writing, e.g. by e-mail) that he or she has not received the consignment.

Enquiries are possible up to a year after the item was mailed:

In order for an enquiry to be undertaken, we require the following information:

  • Name, complete address and telephone number of the sender and recipient
  • Description of the consignment contents
  • Original costs of the consignment contents
  • Consignment number

You can of course also request an enquiry at your nearest Swiss Post branch. Please bring the information listed above with you.

Enquiries are possible up to six months after the item was mailed:

In order for an enquiry to be undertaken, we require the following information from you:

  • Name, complete address and telephone number of the sender and recipient
  • Detailed consignment contents
  • Original costs of the consignment contents
  • Copy of the waybill (if available)
  • Copy of mailing receipt
  • If you cannot find your receipt, we also need:
    • Consignment number
    • Details of additional services
    • Weight of the consignment
  • Business customers should also provide the name of the contact person in their company and (if known) the name of their customer advisor at Swiss Post.

You can of course also request an enquiry at your nearest Swiss Post branch. Please bring the information listed above with you.