Sending parcels to other European countries: What you need to know

If you are sending a parcel across Europe, for example, to send your own removal goods or to deliver an order to another private individual, there are questions about your liability if the parcel is lost or damaged.

Care should also be taken when looking for the cheapest price for shipping a parcel: Specialised platforms offer comparisons of shipping conditions and also allow you to buy parcel stamps directly. However, this can lead to high additional costs.

It is best to send parcels abroad using reputable, well-known shipping companies.

If you have no experience with the company you are considering using, check them out beforehand, for example by using online review sites such as Trustpilot or Google.

Comparison sites such as Packlink, Paket.AG and Eurosender allow you to compare the prices of different shipping companies.

At first glance, the conditions may seem particularly favourable.

But beware: this can lead to high additional charges if the dimensions of the parcel are incorrect - or the platform claims they are.

There are usually no invoices showing exactly how the surcharge is calculated. Instead, more money is simply taken from your account.

Another problem is that the general terms and conditions of the platforms and those of the parcel services are sometimes very contradictory. In the event of problems with dimensions, weights, deadlines or insurance, consumers are unclear about which terms and conditions apply. In extreme cases, platforms even offer shipping methods that parcel services do not (or no longer) offer.

In the event of problems, complaints are made more difficult by the fact that the platform is the only point of contact and claims cannot be made directly to DHL or UPS, but only through the platform. However, their customer service is often very difficult to reach and will not forward the complaint.

As a consumer, you are then faced with a major challenge in enforcing your rights in this triangular relationship between the platform and the shipping company.

• Even if it means extra work, take a photo of the parcel with the shipping label and tape measure on a scale. This will help you defend yourself if the parcel service charges extra postage.

• Read the terms and conditions of the platform and the shipping company carefully.

• If you use online payment services such as PayPal: Make sure you deactivate any direct debit authorisation for additional charges issued during the ordering process in the "Manage payment" setting. You can find detailed instructions here.

If you are sending a parcel yourself, for example to friends and family, or even to yourself (for example if you are planning to move abroad), you should check the shipping conditions when using parcel services. 

Certain hazardous goods are generally excluded from transport. Valuable items are categorised by almost all parcel services and have different liability limits (DHL, for example, only allows items up to a value of €500 to be sent by post). DPD, Hermes, GLS and UPS also exclude liability for certain valuables). Please check the terms and conditions of your chosen delivery service.

The shipping company may not be liable if your jewellery is lost in transit.

Many shipping companies include insurance up to a certain value, e.g. the standard insurance for parcels (not small packages!) with DHL, Hermes and UPS is around €500, with GLS €750. Please note: If the parcel is of a higher value, the liability may not be covered up to this limit and may not apply at all!

If you are sending a particularly valuable item, such as a mobile phone or laptop, it may be worth taking out additional insurance. This can usually be added directly during the ordering process with the shipping company (e.g. DHL's "Service Higher Insurance International").

But beware: this "higher insurance" can often only be taken out for certain goods; other valuables, such as watches, cannot be insured.

It is your responsibilityto pack the package properly. If you do not do this and the item is damaged in transit, you will be held liable.

You can find tips on proper packing on the transport company's website, for example here.

Take photographs of the contents of the shipment and the packaging to prove that the goods were packaged properly. This may help with any future complaints to the transport company.

In the event of damage, it is helpful if you document the contents of the package and have the original invoices to hand. You should also keep the receipt showing the weight of the package. This will help you prove that the parcel was not empty if it is lost in transit.

Damage report forms can be found on the shipping companies' websites. Fill them in as soon as possible.

If the package does not arrive and the company does not respond to a complaint or does not respond satisfactorily, you can contact the Postal Arbitration Board in Germany or an arbitration board in another EU country.

If it is a cross-border case, use our complaint form.