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What happens if the parcel is lost or arrives damaged?

Updated October 24, 2026

If the parcel is lost or arrives damaged, open a case from the order. You can report a problem up to 3 days after delivery, on every order, including professional-to-consumer ones. Before delivery you can also report it: on a shipped order, on a paid in-person pickup or on an own-carrier line past its dispatch window. The report is the same whether the parcel never arrives or arrives damaged.

If Colectin shipped it

When you ask Colectin to review the case, you or the other party can say that the Colectin carrier caused the problem. This option only exists on a parcel Colectin shipped: it does not apply with your own carrier or on a meetup handover.

Only with that report can an admin decide that Colectin pays the case's return label. It never applies on a withdrawal. The report alone moves no money.

Read how to open a case, tracking and arrival and the 14-day withdrawal right.

FAQs on this topic

How much does shipping cost?

With Colectin Shipping the buyer pays the carrier's rate and chooses the cheapest or the fastest option. With Manual shipping, the seller sets the package price, or can offer free shipping and ship at their own cost. Read shipping settings.

Which shipping modes are there?

There are three: Colectin Shipping (carrier-quoted, with automatic label and tracking), Manual (with your own carrier) and meetup. Each piece can have its own, and the mode your new pieces use by default is set in Default shipping mode. Read shipping modes.

How do I hand over my parcel with Colectin Shipping?

Colectin buys the label automatically after payment; you download or print it from the order, in A4 or A6. You drop the parcel at any Correos office or at a Citypaq, if the label's service allows it. Read shipping modes.

How long do I have to ship, and what happens if I do not ship in 7 days?

You have 7 calendar days to get the parcel moving: with Colectin Shipping they count from when the label is created, and with your own carrier, from payment. Colectin does not cancel the order automatically; an admin reviews it and can cancel it with a full refund to the buyer. Read shipping within 7 days.

How do I track my order?

With Colectin Shipping you see Estimated arrival, a date range counting business days from when the carrier receives the parcel. With your own carrier you see the carrier and the tracking link, and you follow the parcel on the carrier's page. Read tracking and arrival.

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Need more help?

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support@colectin.com