You can start an investigation with us through our ticket portal, and we will log the claim with DPD on your behalf. See below conditions on when to file a claim, the required documents and how to submit a customer support ticket.
You can file a claim if:
- A package is lost/never received by the customer
- A package is damaged at depot
- The customer received a damaged package
- The customer received the package with missing items
How long before I raise an investigation/start a claim?
We recommend that you start an investigation within 7 days after delivery or after the last scan. For claims filed after this period, DPD may request evidence to provide a probably cause for late reporting of a damaged or missing parcel. DPD may reject the claim based on the time of submission.
The following documents are required for DPD to handle the claim. They will investigate and assess the claim based on their findings and the information provided.
Required documents for loss claim:
- Purchase value (excluding VAT)
- Description of the content and appearance of the package
- Recognisable appearance of the package (marks, stickers, logos, etc.)
- The purchase invoice
- The sales invoice
Required documents for claim delivered but not received:
- Purchase value (excluding VAT)
- Description of the content and appearance of the package
- Recognisable appearance of the package (marks, stickers, logos, etc.)
- Written statement (+ signature) of the intended recipient
- The purchase invoice
- The sales invoice
Required documents for damage claim:
- Purchase value (excluding VAT)
- Description of the content and appearance of the package
- Recognisable appearance of the package (marks, stickers, logos, etc.)
- Written declaration (+ signature) of the intended recipient
- The purchase invoice
- The sales invoice
- A photo of the outer package
- A photo of the inner package
- One or more photos of the damaged goods
For lost or missing items
If the parcel is lost/signature disputed or has items missing, an investigation will be raised. The investigation period is 3-5 working days to try to locate or retrieve the missing parcel/items.
If DPD is unable to returns the goods to you, a claim will be requested from the Claims Department.
How to submit a ticket to Orkestro
Raise a ticket via our Ticketing Portal and select DPD Refund as the ticket type. It's important that you fill in all the required fields in the form correctly so DPD can handle the claim in one go.