For detailed information regarding a specific incident, please refer to the associated article.
⏳ Delay
As soon as the incident has been acknowledged by Cubyn, required documents must been provided within 14 days.
🔎 Conditions
| Incident | Status | Conditions | Claim period |
| Parcel was delivered late | Parcel delivered after declared "Promise Date" in Metropolitan France🇫🇷 or Continental Spain 🇪🇸 |
From the day after the promised delivery date to 7 days after: |
|
| Parcel never received | In Transit/ Exception |
🇫🇷 France & 🇪🇸 Spain : 7 days after declared "Promise date" 🌎 Abroad : 14 days after declared "Promise date" |
🇫🇷 France & 🇪🇸 Spain : |
| Delivered |
Declared "delivered" by carrier |
From delivery date to 14 days after delivery date |
|
| Parcel received in damaged condition | Delivered |
Declared "delivered" by carrier |
From delivery date to 7 days after delivery date |
| Report a missing item | Delivered |
Declared "delivered" by carrier |
From delivery date to 14 days after delivery date |
✉️ Required documents/Proofs
| Commercial invoice | Delivery pictures | ID | Affidavit | Police Report | |
|
Parcel never received ( Lost order) |
✅ | ❌ | ❌ | ❌ | ❌ |
|
Parcel never received (Delivered not received) |
✅ |
❌ |
✅ |
✅ |
✅ |
|
Parcel received in damaged condition |
✅ |
✅ |
❌ |
❌ |
❌ |
|
Report a missing item |
✅ |
❌ |
✅ |
✅ |
✅ |
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