To claim a compensation following a dispute, the following conditions must be met :
- You have directly made an inquiry to our customer service
- All of the required supporting documents have been provided and validated.
- The investigation was concluded by our customer service on a proven dispute and we have confirmed the compensation.
What types of disputes about parcels can give rise to compensation by Cubyn ?
|
Issue |
Compensation |
Amount |
Required documents |
Lost parcels |
Yes |
Goods: 33 € (vat excluded) per kilogram within the sales price of the merchandise carried or up to the insured value |
Commercial invoice in the name of the consignee Dispatch dispute form if value > 200 € ex-tax |
Damaged package |
Yes |
Goods: 33 € (vat excluded) per kilogram within the sales price of the merchandise carried or up to the insured value |
At least 1 photo of damaged products At least 1 photo of shipping carton with visible shipping label Commercial invoice in the name of the consignee Dispatch dispute form if value > 200 € ex-tax |
|
Parcel declared delivered but not received (parcel delivered without signature *) |
No |
No |
None |
Parcel declared delivered not received (parcel delivered against signature **) |
Yes |
Goods: 33 € (vat excluded) per kilogram within the sales price of the merchandise carried or up to the insured value |
Copy of Recipient Identification Document Indicated on Proof of Delivery (Front / Back) Certificate of non-receipt mentioning the carrier tracking number Commercial invoice in the name of the consignee Dispatch dispute form if value > 200 € ex-tax |
|
Delivered late with Cubyn Standard and Cubyn Express |
Yes |
Merchandise: No Cubyn shipping: 50% off the standard, 100% off the express |
None |
|
Delivered late with Cubyn Relay |
No |
No |
None |
|
Delivery instructions not met |
No |
No |
None |
* This refers to Cubyn Standard shipments without the counter-signature delivery (France). These packages are delivered to the destination address, mailbox or in hand to the recipient or a person authorized to receive packages (neighbor / guardian). This type of shipment does not include a guarantee that can trigger an investigation / compensate the recipient in case of certification of non-receipt.
** This refers to Cubyn Standard shipments with counter-signature, Cubyn Standard for international (default against unbilled signature), Cubyn Relay and Cubyn Express.
Add an additional amount of insurance on a package
By default, the refund policy on shipments with Cubyn is 33 € (vat excluded) per kilogram without exceeding the sales price of the merchandise carried. However, you can add a complementary insurance. It is charged 1% of the value to be insured.
Example
For a parcel to be insured up to 450 € ex-tax, the cost of the complementary insurance is :
450 € ex-tax (value to ensure) x 0.01 = 4.50 € ex-tax
You have two different options to add the complementary insurance option :
- On a single order from the SHIPPING OPTIONS section of your order details, in the Insured value field.
- In bulk on multiple orders by selecting the desired orders and opening the bulk shipping options edit window.