Lost or damaged parcel in Germany: how to claim damages

The parcel never arrived or the contents are broken. Whether you contact the shop or the carrier depends on whether you are the buyer or the sender.

Buyer: the shop is your contact

When a consumer buys from a business, the seller bears the shipping risk until the goods reach you (§ 475(2) BGB). If the parcel is lost or damaged, the seller must redeliver or refund. You don't have to deal with the carrier.

Sender: you claim from the carrier

If you shipped it yourself, your claim is against the carrier. Liability is capped by product — insured parcels usually up to a fixed maximum (e.g. €500 for a domestic DHL Paket); uninsured small parcels are often not covered. Check the carrier's terms.

Posting receipt, invoice, photos of a broken cup and a letter on a table — Posting receipt, invoice and photos are the key evidence.

Document the damage immediately

Photos of box, label, padding and the damaged item
Keep the packaging until the case is closed
Keep posting receipt, tracking number and proof of purchase

Deadlines

Report visible damage on delivery, hidden damage within seven days (§ 438 HGB). For a loss, first file a tracing request. Towards the seller, normal warranty rights apply — still, report as soon as possible.

Sample text to the seller

Dear Sir or Madam,
my order [number] of [date] [did not arrive / arrived damaged]. Photos are enclosed. As the shipping risk lies with you until delivery (§ 475(2) BGB), I request a replacement or a refund of €[amount] by [date].
Yours faithfully

Use the lost package complaint template. How to set a deadline: setting a final deadline.

Note: This article is not legal advice.