What if my parcel was lost? 

How do I submit a complaint or a claim?

In the case of failure to (properly) fulfil its obligations regarding provision of postal services, the Russian Post takes responsibility towards its customers.

A claim form for international mail may be filled in on the Russian post website.

A complaint or claim may also be submitted to an online consultant via the mobile application.

The complaint or claim will be processed and a written response provided:

in regard to claims concerning postal shipments and money transfers sent within the same town/city, within 5 days;
in regard to claims concerning any other domestic postal shipments and money transfers, within 2 months.

Compensation for damages

In the case of failure to (properly) fulfil its obligations regarding the provision of postal services, the Russian Post takes responsibility towards its customers. In order to receive compensation, a claim for damages shall be filed.

A claim application for Russian and international mail may be filled in on the website, printed and submitted at any post office. In order to file an application, the receipt issued at the time of sending (or its copy) as well as an identity card must be presented. An application may be filed by the recipient, sender or an authorised person of any of them.

The sender has a priority right for compensation. He/she is also entitled to waive compensation in favour of the recipient.

An application will be accepted within 6 months from the sending date. You will receive a registered mail containing the results of the review within 30 days from the date of the application submission.

In complex search cases, a review can take up to 60 days. If the lost mail has not been found within 60 days from the date of the application submission, the Russian Post must pay a compensation. Payment will be made within 10 days.

Amount of compensation for international mail

• In the case an international registered item (letter, parcel, small parcel) was lost or damaged, Russian Post will pay a compensation equal to 30 SDR and the tariff fees (excluding the order processing fee). In the case a part of its contents was lost or damaged, this amount will be equal to the actual value of the missing or damaged part, but not exceed 30 SDR.
• The compensation for the loss or damage of insured postal items will be equal to the amount of the declared value and the tariff fee (excluding the commission for registration of declared value).
• In the case an ordinary parcel was lost or damaged, a compensation in the amount of 40 SDR and 4.5 SDR per kilogram of the parcel will be paid. The tariff fees will also be reimbursed.
• In the case a part of an international postal item was lost or damaged, the Russian Post will refund its actual amount that, however, shall not exceed the amount specified for the complete misappropriation or total damage of the item.

The Russian Post bears no responsibility for any violation of delivery terms, loss and damage of the postal item:

• if these events occurred as a result of a natural disaster;
• if the postal item was confiscated by competent authorities;
• if the loss or damage of the parcel occurred due to the fault of the sender as a result of improper packaging or due to the characteristics of the items being sent.