# Standard Carrier Compensation The vast majority of Linkolis shipments are delivered without incident. However, when issues do occur — a lost parcel, damaged goods, or a preparation error — this page explains how compensation works and what you can expect. {% hint style="info" %} Standard carrier compensation is based on the **weight of the parcel**, not its declared value. For high-value shipments, we recommend activating ad valorem insurance to ensure full coverage up to €5,000. {% endhint %} *** ### Rules #### Damaged products Linkolis is not responsible for: * Damage caused **before the products arrived** at the warehouse (manufacturing defects, damage during inbound transit, etc.) * Damage due to an **inherent defect, quality issue, or vice** of the goods themselves #### Claim deadlines To be eligible for compensation, claims must be submitted through your Linkolis account within the following timeframes: | Incident type | Deadline | | -------------- | ----------------------------------- | | Lost parcel | **30 days** after order preparation | | Damaged parcel | **5 business days** after delivery | {% hint style="warning" %} Claims submitted after these deadlines will not be eligible for compensation. Make sure to report incidents promptly. {% endhint %} *** ### Definitions #### Abusive return A carrier return is considered abusive in the following cases: * The carrier made **no delivery attempt** — verifiable in the order timeline * For home delivery, the carrier attempted **only one delivery** (instead of two) before returning the parcel * The parcel remained **less than 8 days** at a pick-up point before being returned A return is **not** considered abusive if: * A sufficient number of delivery attempts is visible in the order timeline * The carrier indicates it had incorrect or missing delivery information * There was communication between the carrier and the recipient #### Declared delivered but not received When the carrier's tracking scan shows a delivery (to letterbox or in person) but the recipient claims not to have received the parcel. *** ### Compensation policy | Reason | Conditions | Documents required | Investigation | Compensation | | --------------------------------------- | ----------------------------------------------------------------------------- | ------------------------------------------------------------------------- | ---------------------------- | --------------------------------------------------------------------------------------- | | **Parcel lost in transit** | Loss confirmed by carrier | None | Carrier investigation | Min. between: contractual compensation or order value excl. VAT | | **Declared delivered but not received** | Carrier must deliver with signature (no compensation for unsigned deliveries) | Buyer ID + non-receipt declaration | Carrier investigation | Min. between: contractual compensation or order value excl. VAT | | **Damaged product(s)** | Order delivered less than 5 business days ago | Photos of damaged products + photo of packaging (optional) | Internal photo-based review | Min. between: contractual compensation or order value excl. VAT | | **Missing product(s)** | — | None | Internal weight-based review | Preparation and shipping fees for a replacement order | | **Wrong product(s)** | — | Photos of incorrect items (barcode visible) + supplier invoice (optional) | Internal photo-based review | Preparation and shipping fees for replacement + purchase value of wrong item up to €100 | | **Abusive return** | — | None | Internal review | Initial shipment shipping fees | {% hint style="info" %} If a replacement order is agreed upon and uses the same service type, Linkolis will reimburse the replacement order — otherwise the initial order is reimbursed. {% endhint %} {% hint style="warning" %} If no supplier invoice is provided for a wrong product claim, compensation is capped at **20% of the commercial value** up to €100. If the purchase value exceeds €100, a return label will be sent and reimbursed. {% endhint %} *** ### Contractual carrier compensation Standard carrier compensation in the event of parcel loss or damage is calculated based on the **weight of the parcel or affected products**, capped as follows: | Origin warehouse | Compensation cap | | ----------------------- | ---------------------------------------- | | 🇧🇪 Belgium (Brussels) | **€23 / kg** up to a maximum of **€200** | | 🇫🇷 France | **€23 / kg** up to a maximum of **€200** | This applies to both domestic and international shipments. Both warehouses ship via DPD Belgium, so the same contractual compensation terms apply regardless of the origin warehouse. {% hint style="warning" %} Standard compensation is calculated on weight, not value. A 500g parcel worth €800 would receive a maximum of €11.50 in standard compensation. For full value coverage, activate ad valorem insurance. {% endhint %} *** ### Ad valorem insurance If you have subscribed to ad valorem insurance, compensation is capped at the **insured declared value** for the following cases: * Damaged item * Lost parcel * Declared delivered but not received — only when delivered with signature {% hint style="info" %} Ad valorem insurance only applies when the carrier acknowledges liability and accepts reimbursement. For full details on coverage, costs, and activation, see the Ad Valorem Insurance page. {% endhint %} *** Questions about a compensation case? Contact us at . --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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