Making an International Claim


We handle each individual parcel with care, but sometimes, unfortunate events can happen.  This guide is to help you understand how to make an international claim in the unlikely event of a lost or damaged parcel.

This guide is intended to serve as an overview of the process to help guide you through it; it does not document every specific step and action involved. For our terms and conditions, please refer to our Conditions of Carriage.

Things to know before making a claim

  • All enquiries for lost or damaged freight must be lodged with our International team. This should be done within 30 days if the item is has been declared lost/or within 7 days if the item has been damaged during transit.
  • Asendia articles carried by New Zealand Couriers are limited to NZD $250.00 (GST Inclusive) compensation for loss or damage to Asendia article during carriage, plus reimbursement of freight cost if lost.
  • New Zealand couriers' limited liability is as per the contract and commercial law, with limited carrier’s liability cover for international is up to a maximum of $25,000 (EURO) per consignment loss or damage. Terms and conditions of carriage, if enhanced liability is not selected with the Warsaw/Montreal convention that is compulsory and applicable by law, are limited to the value of the transported goods with a maximum of 22SDR rights per kilo. 
  • Consequential loss or arising to your business through loss or damage is not covered by our terms and conditions.
  • Claims due to insufficient packaging by customers will not be honoured.
  • Freight costs will be reimbursed for the loss of goods only.
  • The completion of this form and its acceptance by New Zealand Couriers Limited does not constitute any acceptance of liability by our company.

Completing a claims form

  • Complete all the details on the form.
  • Ensure the information you provide is clear and complete.
  • Sign and date the form.
  • Attach a copy of the original invoice to your client for the articles/s.
  • A tax invoice charging New Zealand Couriers Ltd at the price it costs you to acquire or produce the goods.
  • A copy of the original invoice for the goods lost/damaged from your supplier or, alternatively, proof of purchase, receipts, bank statements, original packaging, manuals or even photos, to substantiate cost.

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