What to do if you notice external damage to a package during delivery
For courier deliveries
When receiving a package from a courier, we recommend inspecting the outer packaging together with the courier. If you notice damage that might have affected the contents, you can:
refuse to accept the shipment, or
request the courier to file a package damage report in their system. If the courier identifies damage before delivery, they will fill out a damage report on your behalf. You will be contacted by phone or email to confirm whether you want to accept the parcel despite the damage or refuse it.
For parcel locker or parcel point pick-ups If you notice damage when picking up a package from a parcel locker or parcel point, please take clear photos of the damage while you are still near the parcel locker or point. Then, send the shipment information, a description of the damage, and the photos to us via email at aptarnavimas@smartposti.com or complete the claim form on our website. Our specialists will review your case and contact you for further assistance.
What to do if you notice damage to the contents of the package
Notify the sender or the shipping service customer immediately if you discover damage to the contents of your package. They will begin the process of investigating the damage. If the package arrived without visible external damage but the contents are damaged, you should still contact the sender or the shipping service customer to request compensation.