Claim procedures in case of loss
We are sorry to hear that your shipment has been lost, we will do everything we can to help you get compensation!
Has your shipment already been reported lost by the carrier? Follow the procedures below to get compensation as soon as possible!
If your shipment appears to be lost but has not (yet) been reported lost, we need to open an investigation, we explain here how it works!
How can I be compensated in the event of loss?
➡️ For all insured shipments, please email us the documents below:
A purchase invoice for the goods
A RIB in the name of the account opened with VignoblExport
Vignoblexport will contact our insurer to forward your file, and will keep you informed of progress by email. Once the file has been accepted by the insurer, you will receive a transfer based on the declared value (and justified by the invoice) from the insurer within 10 to 15 days.
➡️ In the event of an uninsured parcel, compensation will be paid in accordance with the carrier's lump-sum compensation conditions. You must send us specific documents for each carrier by email.
The list of documents required for each carrier is shown below.
As soon as we receive confirmation of the compensation granted by the carrier, VignoblExport will compensate you within 8 days for the value communicated by the carrier according to its conditions (see tables below).
➡️ How does the compensation for the transport service work?
As soon as we receive your documents, VignoblExport will take care of the transport compensation within 72 hours.