Parcel · Netherlands, Belgium
PostNL claim deadlines, liability and evidence
PostNL asks senders to report a damaged or missing business parcel within 7 days. Without proof of value, compensation for a standard parcel is capped at EUR 50; with Verhoogde Aansprakelijkheid it rises in steps to EUR 5,000, and Verzekerservice covers up to EUR 5,500 per shipment.
Tightest deadline
7 days
Standard cap
EUR 50 without proof of value; up to EUR 5,500 insured
Liability regime
Postal
PostNL is the default carrier for Dutch e-commerce, and it is also the carrier whose compensation most often surprises shippers. The reason is that PostNL does not compensate on value by default: it compensates on the service you bought. A standard parcel with no declared value and no proof of contents lands on the lowest ceiling, no matter what was inside.
Claim windows
PostNL sets its own compensation ceilings in its general conditions rather than falling back on AVC for standard parcels. Cover is tied to the service and the declared value, not to weight.
Damaged or missing parcel (business sender)
7 days
Counted from entry into the sorting process.
PostNL counts from when the parcel entered sorting, not from delivery. On a slow-moving parcel that difference matters.
Complaint handling by PostNL Carrier commitment
up to 30 days
Counted from the date the complaint was filed.
PostNL states it aims to handle a complaint as quickly as possible and at the latest within 30 days.
Escalation to Geschillencommissie Post
12 months
Counted from the date you filed the complaint.
After that the dispute can no longer be brought before the disputes committee.
Insured versus uninsured
No additional cover
For a standard parcel where the sender cannot supply proof of the value of the contents, compensation is capped at EUR 50 per item. Registered non-letterbox domestic post is capped at EUR 500 per item when the conditions are met.
With cover bought
Verhoogde Aansprakelijkheid raises cover in steps of EUR 100, EUR 250 and EUR 500 up to a maximum of EUR 5,000 per shipment. Verzekerservice covers up to EUR 5,500 per shipment. Compensation is based on the value the sender declared at the time of shipping.
Delay and late delivery
No compensation on standard business parcels. PostNL only compensates delay on premium guaranteed services such as Spoedservice; ordinary delay is handled as a service complaint, not a refund.
Evidence required
- Barcode or tracking number of the shipment
- Proof of the value of the contents (purchase or sales invoice)
- Photos of the damaged goods and the outer packaging
- The declared value chosen at the time of shipping, where increased liability was bought
Exclusions
- Consequential loss of any kind, including lost revenue and lost auction fees
- Delay on standard (non-guaranteed) services
- Insufficient or unsuitable packaging for the goods carried
- Prohibited and excluded contents as listed in the PostNL conditions
Filing the claim
- Who files
- The sender. PostNL settles with its contracting party, so the recipient has to route a claim back through the webshop.
- How to file
- Through your PostNL business account or your account manager, or by phone on 088 86 86 868 for business senders. Keep the barcode and the damaged packaging until the claim is closed.
- Processing time
- PostNL aims to close a complaint within 30 days. Where an insurer is involved, expect at least three weeks on top for the investigation.
What quietly kills PostNL claims
The 7-day clock runs from entry into sorting, not from delivery, so a parcel that sits in the network for a week can be out of time before the recipient has even reported the problem.
Proof of value is what separates a EUR 50 settlement from a full one. Without an invoice for the contents, the lowest ceiling applies regardless of what was actually in the box.
Increased liability has to be bought before the parcel ships. It cannot be added retroactively once something has gone wrong.
Because PostNL pays nothing for delay on standard parcels, late-delivery money for Dutch volume is recovered through invoice accuracy, not through service-failure refunds.
FAQ
How long do I have to file a PostNL claim?
PostNL asks business senders to report damage or loss within 7 days of the parcel entering the sorting process. The complaint itself is then handled within 30 days, and a dispute can be escalated to the Geschillencommissie Post for up to 12 months after you filed.
Why did PostNL only pay me EUR 50?
That is the ceiling that applies to a standard parcel when the sender does not supply proof of the value of the contents. Supplying a purchase or sales invoice, or buying increased liability before shipping, is what moves a claim off that floor.
Does PostNL compensate late delivery?
Not on standard business parcels. Only premium guaranteed services such as Spoedservice carry delay compensation. Ordinary delays are treated as service complaints rather than refundable service failures.
What is the maximum PostNL will pay per parcel?
EUR 5,000 with Verhoogde Aansprakelijkheid, bought in steps of EUR 100, EUR 250 and EUR 500, or EUR 5,500 per shipment under Verzekerservice. Both have to be arranged before the parcel is handed over.
Sources
- PostNL, Algemene Voorwaarden
- PostNL, Verhoogde aansprakelijkheid
- PostNL, Pakket verzekerd versturen
- PostNL, Pakket of post beschadigd
Verified 28 July 2026. This page summarises publicly published conditions for reference. A negotiated carrier contract, a rate-card annex or a service-specific annex can override any of it. Always check the deadline in your own agreement before relying on a figure here. Spotted a figure that has changed? Tell us and we will correct it.
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