Complaints

• WHO CAN FILE A COMPLAINT?

  In the event of non-performance or mal-performance of an international postal service, the following persons will have the right to lodge a complaint:

  • the sender,

  • the recipient/addressee – if the sender gives up his/her right to claim compensation in his/her favour or if the parcel is delivered to the addressee.

  A declaration of renunciation of the right to claim compensation can be found here.

• WHEN CAN YOU FILE A COMPLAINT?

  A complaint about non-performance or mal-performance of a service can be filed no later than within 6 months, starting from the date following the posting date.

  A claim can be lodged about:

  • a lost parcel,

  • damaged items or missing parcel contents,

  • a significant delay in delivering a parcel in relation to the delivery time specified on www.meestpost.com, namely, if the delivery time of the parcel was longer than 10 working days. Depending on the chosen method of sending, the delivery time is counted from the moment of handing the parcel over to the courier or to the parcel service point, or placing it in the parcel locker.

  Attention! If the reason for filing a complaint is a loss or damage to the contents of the parcel, a damage report must be made in advance and the delivery operator must be informed about it together with the complaint within 7 days from the date of parcel delivery. The complaint procedure will be suspended until the delivery operator settles the complaint.

  
  

• HOW LONG DOES IT TAKE TO DEAL WITH COMPLAINTS?

  A postal operator providing international services has 3 months to respond to the complaint. If the complaint is accepted, the compensation is paid within no more than 30 days from the date the complaint is accepted.

• HOW TO FILE A COMPLAINT?

  To file a complaint, click the “File a complaint” button at the bottom of the page and fill in the form.

  In order for the complaint to be dealt with properly, please send the following documents additionally to the email address: info.poland@meest.com:

  • in the event of loss of the parcel:

    • confirmation of sending the parcel (e.g. an SMS from InPost operator confirming that the parcel has been placed in the parcel locker, receipt confirming that the parcel has been handed over to the courier or accepted in the parcel service point),  

    • documents confirming the parcel value;  

  • in the event of loss or damage to the parcel contents:

    • photos of the packaging and the parcel contents,

    • documents confirming the parcel value,

    • a scan/photo of the damage report, notified to the delivery operator;  

  • in the event of receiving a wrong parcel:

    • confirmation of sending the parcel (e.g. an SMS from InPost operator confirming that the parcel has been placed in the parcel locker, receipt confirming that the parcel has been handed over to the courier or accepted in the parcel service point),

    • photos of all labels and markings visible on the package,

    • photos of the parcel contents,

    • photos of documents and labels included in the parcel,

    • documents confirming the parcel value.