Reclamations & Parcel Claims

We do our best to ensure every parcel arrives safely and on time. However, if something goes wrong, you have the right to file a claim for a lost or damaged parcel.

📦 What can be claimed?

• Parcels not delivered within a reasonable timeframe
• Parcels visibly damaged during transport
• Parcels lost or not trackable after handover

📝 How to submit a claim

1. Contact us via email at zenpak@zenpak.ee within 7 calendar days of receiving the parcel or its estimated arrival date.
2. Include your order number, tracking number, and a clear description of the issue.
3. For damaged items, attach photos of the parcel and contents.
4. If claiming for a lost item over €100, include a product invoice for insurance purposes.

⏱️ Response Time

We aim to respond to all claims within 3–5 working days. If additional investigation with the courier is required, it may take up to 14 days.

💶 Refunds & Compensation

All parcels are automatically insured up to €100. If you purchased additional insurance, your compensation can be up to the declared value (based on proof of value such as an invoice).

Note: Claims submitted after the deadline or missing required information may not be accepted.

If you have any questions, feel free to reach out to our support team. We're here to help and ensure your shipping experience is reliable and fair.