Platform · Europe
Sendcloud Shipment Protection claim deadlines, liability and evidence
Sendcloud Shipment Protection requires a non-delivery claim within 30 days of label creation, or 60 days for international shipments, and a damage claim within 14 days of delivery. Cover runs to EUR 5,000 per shipment on the sales price including shipping and return costs.
Tightest deadline
14 days
Standard cap
EUR 5,000 per shipment
Liability regime
Contract
Sendcloud is not a carrier, and its protection product is worth understanding separately for that reason. It settles on sales price rather than on a per-kilogram cap, which is precisely the gap the AVC regime leaves open. The trade-off is a different set of deadlines from the carrier's own, and the two run in parallel rather than one replacing the other.
Claim windows
Sendcloud Shipment Protection is an insurance product underwritten through XCover, not a carrier liability regime. It sits on top of whatever the carrier itself owes.
Not delivered, domestic
30 days
Counted from creation of the label.
Counted from label creation, not from the expected delivery date.
Not delivered, international
60 days
Counted from creation of the label.
Damaged shipment
14 days
Counted from delivery.
Insured versus uninsured
No additional cover
Without protection, the underlying carrier's own liability applies, which for a Dutch domestic parcel usually means the AVC cap of EUR 3.40 per kilogram.
With cover bought
With Shipment Protection, cover runs up to EUR 5,000 per shipment for damage, loss and theft, settled on the sales price including shipping and return costs, plus the cost of returning damaged items and re-sending lost or stolen ones.
Delay and late delivery
Not covered. The product addresses damage, loss and theft.
Evidence required
- Order and label reference from the Sendcloud account
- Sales invoice showing the price charged to the customer
- Photographs of the damage where applicable
- Proof of the carrier's tracking status
Exclusions
- Delay
- Goods excluded under the XCover policy terms
- Claims filed outside the 30, 60 or 14-day windows
Filing the claim
- Who files
- The Sendcloud account holder.
- How to file
- From the Sendcloud account, which routes the claim to XCover.
- Processing time
- Around 7 days.
What quietly kills Sendcloud claims
The non-delivery clock starts at label creation, not at the expected delivery date. A label created and then held back for a few days silently eats the window.
Protection deadlines and carrier deadlines run in parallel. Filing with Sendcloud does not preserve the carrier claim, and on a large loss you may want both open.
Cover is on sales price, which is better than the AVC per-kilo cap but means your own sales invoice is the controlling document.
Delay is not covered by the product at all, so late-delivery recovery still has to come from carrier service guarantees or invoice accuracy.
FAQ
How long do I have to file a Sendcloud insurance claim?
30 days from label creation for a domestic shipment that was not delivered, 60 days for an international one, and 14 days from delivery for a damaged shipment. The non-delivery windows run from label creation rather than from the expected delivery date.
What does Sendcloud Shipment Protection cover?
Damage, loss and theft up to EUR 5,000 per shipment, settled on the sales price including shipping and return costs, plus the cost of returning damaged items and re-sending lost or stolen ones. Delay is not covered.
Does Sendcloud protection replace the carrier claim?
No. It sits on top of the carrier's own liability, and the two sets of deadlines run in parallel. Filing with Sendcloud does not preserve a claim against the carrier.
Sources
- Sendcloud, Shipment Protection (XCover) insurance terms
- Sendcloud, how to file a claim at XCover
- Sendcloud, verzending verzekering
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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