RufioExpress insurance is added with one click when you book: it costs €10 per shipment and covers the value of the contents up to €500. You don’t upload anything before shipping: proof is only needed if the parcel arrives damaged or gets lost, to claim a refund.
Before you seal the parcel
- Keep the invoice, receipt or payment confirmation for what you send.
- Take a few photos of the contents and of how you packed them.
- Pack well: poor packaging is the most common reason a claim is refused. Read how to pack a parcel.
What we will ask for
Always:
- your RF order code and the email you booked with;
- a list of what was in the parcel;
- proof of value: an invoice, receipt or online payment confirmation (order confirmation, PayPal, bank transfer); for a second-hand item, the listing and proof of payment;
- your bank details for the refund.
If the parcel arrives damaged:
- if the damage is visible on delivery, the recipient signs “accepted with reservation” and writes why, or refuses the parcel;
- photos of the outer box with the label readable, the inner packaging and the damaged item, both overall and in detail;
- keep the box, packaging and item as they are until the claim is closed: the carrier may ask to see them.
If the parcel doesn’t arrive: write to us when tracking hasn’t moved for a week or the parcel hasn’t arrived within the expected days. We open the search with the carrier; the parcel counts as lost once the carrier confirms it.
Write to us straight away
Carriers only accept claims for a few days after delivery: report damage on WhatsApp or by email as soon as you open the parcel, with your RF code.
How much is refunded
The value you can prove, up to €500 per shipment. Without proof of value no refund is possible. Prohibited items, cash and valuables, perishable goods, damage that existed before shipping and delays are normally not covered: the full conditions are in the Terms.