Terms of Service

1. General Terms

Terminology The following definitions will be applicable throughout these Terms and Conditions: parcel/object/shipment: shipment including all its content, transportation service: service, provided by courier companies, selected by ShypBox to execute the shipment of goods, and that effectively operate the transportation as part of their commercial activities, forbidden items: items that are not allowed to be shipped according to these Terms and Conditions, the applicable legislation and the transportation regulations, ShypBox: ShypBox SARL ShypBox SARL.: limited liability company, with registration number B230321 and tax number LU30797030, that manages the shypbox.com online booking system, shypbox.com: an online platform through which ShypBox manages the booking system for transportation services, provided by courier companies, business day: every day except for Saturdays, Sundays, national holidays and bank holidays in the countries of pick-up, transportation or delivery of the shipment, weight: the real weight of the shipment, expressed in kilograms or calculated through a formula, provided by the courier companies, who execute the shipment of goods, you/the client/the customer/the user: person or persons, requesting the booking of transportation services, provided by courier companies through ShypBox. ShypBox SARL ShypBox, SARL is a private limited liability company, with registration number B230321 and tax number LU30797030, with its registered address at 8-12, rue d’Epernay, L-1490, Luxembourg, that manages the shypbox.com online booking system. shypbox.com is an online booking system for transportation services, provided by courier companies.

The company is entered into Registre de Commerce et des Sociétés with registration number B230321. ShypBox SARL is an accountable person, thus required to charge VAT on all transactions. ShypBox acts as a commission agent and not as a freight forwarder. When placing the order through our website, the customer authorizes ShypBox to, in its own name and on behalf of the client (commissioner), order transportation services with one of the courier companies with which ShypBox has an agreement in place, provided that the courier company selected complies with the requirements for the execution of the commissioned service. ShypBox is solely responsible for the selection of courier services providers, and never for the execution of transportation. The fulfilment of obligations inherent to the transportation service is the exclusive responsibility of the courier companies, selected to execute transportation. It is them, and not ShypBox, who perform the pick-up, transportation and delivery of the shipments, who arrange the transportation and who are responsible for execution. At the customer request, ShypBox shall cede all claims and rights arising from the transactions concluded on its own name on behalf of the customer, including the claims under the responsibility of the selected courier service provider for the non-fulfilment or improper fulfilment of the courier services. The customer is obliged to recover or enforce the claims and rights against the courier service provider. Any additional costs, incurred due to additional customer requirements from the selected courier service provider or due to customs clearance, will be exclusively borne by the customer. ShypBox reserves the right to demand from the customer the reimbursement of expenses, covered by ShypBox on behalf of the client, even if such expenses are generated after the conclusion of the transport service. The customer expressly agrees to waive the right to cancel the Agreement with ShypBox at the moment, when ShypBox submits the order details to the selected courier services provider.

ShypBox does not accept orders from unauthorized dealers or resellers and reserves the right to unilaterally cancel any order, placed by unauthorized dealers or resellers. According to internal policies and procedures, ShypBox can authorize individual dealers or resellers. Each reseller should submit its request in writing to ShypBox to start the authorization procedure.

2. Delivery dates

All delivery times are approximate and are not guaranteed. With the acceptance of these Terms and Conditions, the customer is aware and agrees that many external circumstances may cause delays in the pick-up or delivery of the shipment. By accepting these Terms and Conditions the customer agrees to regularly track the shipment and, in case of any unusual data or progress, to immediately notify ShypBox. Regarding customs procedures in each country, the selected courier service provider should make every effort to ensure that the delivery is made on time. With the acceptance of these Terms and Conditions, the customer understands and accepts that the shipment can be delivered late due to customs procedures and other administrative procedures. The person at the delivery address (the receiver) is the sole responsible for covering the expenses related to customs clearance. ShypBox reserves the right to require from the customer or the receiver the reimbursement of expenses, covered by ShypBox on behalf of the client related to customs procedures. ShypBox is not obliged to compensate the customer for damages caused by any event under the second section of these Terms and Conditions, neither is required to reimburse any related cost.

3. Restrictions regarding the size and weight of the shipment

The customer agrees to hand over to the courier driver of the selected courier service provider the exact number of shipments ordered through shypbox.com, and that all the parcels comply with the restrictions of size and weight. In case of removals or shipments from individual offers the customer agrees to hand over the exact number of shipments to courier driver of the selected courier service provider ordered through shypbox.com, and that all the parcels and suitcases strictly comply with the indicated and ordered dimensions and weight.If the customer hands over fewer or more parcels and suitcase, or parcels and suitcases which are heavier, the client will be required to pay all additional expenses generated by this unilateral modification. In case of cancellation of the order by the customer, the customer agrees not to hand over the parcels and suitcases to the courier driver of the selected courier service provider, if he arrives at the pick-up address. In case that the customer does hand over the parcels or suitcases, the client will be responsible for all the expenses incurred. Any additional costs, incurred due to the fact that the customer decided to send more items than booked in the order process, or sent oversized or overweight shipments will be exclusively borne by the customer. ShypBox reserves the right to demand from the customer the reimbursement of expenses, covered by ShypBox on behalf of the client, even if such expenses are invoiced by the courier company after the conclusion of the transport service. ShypBox reserves the right to charge an administrative fee of up to fifteen (15) EUR for the handling of additional costs, incurred due to the fact that the customer decided to send more items than booked in the order process, or sent oversized or overweight shipments. If the number of items, weight or size of the parcel or suitcase exceeds the limit, specified by the user at the time of booking the transportation service through ShypBox, by accepting these Terms and Conditions, the client agrees that ShypBox is allowed to:

  • make an additional surcharge to the credit card with which the customer made the booking according to the applicable price list, if the parcel or suitcase does not exceed the maximum weight or size allowed by the selected courier service provider; or,
  • make an additional surcharge to the credit card with which the customer made the booking for an amount determined by the selected courier service provider under the nature of contractual penalty for overweight or oversize, if the parcel or suitcase exceeds the maximum weight or size, allowed by the selected courier service provider. Alternatively, the selected courier service provider may choose to refuse carriage of the parcel and not charge the contractual penalty.

In case that ShypBox would not be able to make additional charges automatically to the credit card with which the customer made the booking, the customer will be notified of this in writing and customer must pay the additional amount, indicated within a maximum period of seven (7) days. Such notice is considered enforceable without a judicial declaration. In case that ShypBox does not receive the payment within the above mentioned period, the customer is obligated to cover the costs of the executive collection procedure.

3.1 Restrictions regarding the size of the shipment

3.1.1 General information

Each parcel or suitcase that was booked through our website must be handed over to the courier driver of the selected courier service provider as one piece. If the customer intends to send more parcels and suitcases, the accurate number should be placed when booking the transportation services. Otherwise, the customer should place a new booking. In the case of removals or shipments from individual offers, if the customer intends to send more parcels and suitcases, the customer needs to inform ShypBox about this at the latest until 12 am of the business day previous to the pick-up.

3.1.2 Shipment of parcels and suitcases

No parcel or suitcase must exceed the following dimensions:

  • Maximum length: 150cm
  • the width: 70cm
  • the height should not exceed 70cm

For purposes related to these Terms and Conditions, the length represents the longest side of the parcel or suitcase. In the case of removals or individual shipping, no parcel or suitcase must exceed indicated and ordered dimensions. All parcels and suitcases must be packed so that it is possible to perform automatic classification in the logistics centers of the selected courier service provider. If the parcel or suitcase does not have the correct dimensions, the selected courier service provider reserves the right to refuse transportation and to apply an additional charge, according to the applicable price. ShypBox reserves the right to demand reimbursement of expenses from the customer, covered by ShypBox on behalf of the client, related to the size of the parcel or suitcase.

3.2. Restrictions regarding the weight of the shipment

All parcels must be within the weight limits according to what the customer indicated when booking the service through our website in case of parcels or suitcases.

4. Confirmation and cancellation of the order

After placing an order through our website, the customer is provided with an order number which confirms that his order has been accepted and sent for further processing. Except for orders placed by registered B2B users which placed the order while being logged in, all orders are non-refundable after the customer places the order. A parcel is considered to have been picked-up successfully if the tracking information of the courier company indicates that it has been collected.

On the business day prior to the date set for the pick-up, the customer will receive a confirmation message by email, which indicates that it has requested a transportation service to their name and account.

The customer expressly agrees to waive the right to cancel the Agreement with ShypBox providing the shipment is cancelled by 10pm prior to the day of pickup.

ShypBox will forward the tracking number to the client via email. With this number, the user will be able to track the process of the shipment. Rarely the order will not be confirmed if, for example, the location is inaccessible to the selected courier service provider or a national holiday or other non-business day is celebrated in the country of pick-up.

4.1 Refunds

Refunds are only possible if cancellation is requested according to the specified time in chapter 4. Additional insurance fees are not refundable. If the refund has been requested and, in any case, the customer hands over the parcels to the selected courier company, the service will be considered as accepted and the refund will not be granted. In case that a refund is granted, the amount refunded will be available to the customer within thirty (30) days from the moment ShypBox informs the customer about the admissibility of the refund.

4.2 Cancellations in case of pricing changes

ShypBox reserves the right to charge the customer in case that there is an abrupt change of pricing for the route selected by the customer at the moment of placing the order, prior obtaining authorization from the customer for this extra charge. In case that the customer refuses the extra charge for the change of pricing in the selected route, ShypBox reserves the right to offer to the customer a full refund and do not forward the order for transportation services to any courier company.

5. Payment options

All payment transactions processed through our website are secured with SSL certificates which ensure that communications between the user’s server and our website are encrypted and secure. When booking service through our website, ShypBox offers to its customers the following payment options:

5.1 Payment via iDEAL

If the customer opts for this payment method, before confirming the order, the client will be redirected their bank website, where the client must log in with their username and password, or create an account, if they do not have an active one. Once the payment is processed successfully in PayPal’s online platform, the customer will be redirected back to our website, where the confirmation of the payment and of the order will be available. It is the responsibility of the customer, who selected iDEAL to pay for the booking of transportation services, to ensure that their PayPal account is active and has sufficient funds available to successfully process the transaction. Any additional charges, generated in case that the transaction is rejected, will be borne solely by the customer.

5.2 Payment via credit card

If the customer opts for this payment method, before confirming the order the client must enter the information of the credit card with which the payment for booking transportation services will be processed. All credit card payments are made directly through the secure system of Braintree or Adyen, our partners for payment processing solutions, and their banking partners. ShypBox does not store any information about credit cards since the entire payment verification process is carried out by Braintree or Adyen and its banking partners directly. It is the responsibility of the customer that selected credit card to make payment of the booking of transportation services is active and has sufficient funds available to successfully process the transaction. Any additional charges, generated in case the credit card is rejected by any reason, will be borne solely by the customer.

5.3 Payment via PayPal

If the customer opts for this payment method, before confirming the order, the client will be redirected to the PayPal website, where the client must log in with their username and password, or create an account, if they do not have an active one. Once the payment is processed successfully in PayPal’s online platform, the customer will be redirected back to our website, where the confirmation of the payment and of the order will be available. It is the responsibility of the customer, who selected PayPal to pay for the booking of transportation services, to ensure that their PayPal account is active and has sufficient funds available to successfully process the transaction. Any additional charges, generated in case that the transaction is rejected, will be borne solely by the customer.

6. Packaging, labelling and pick-up

6.1 General information

The customer is responsible for providing a complete and exact address for pick-up and delivery of the parcel or suitcase, and any other relevant information to facilitate pick-up and delivery. Furthermore, the customer is responsible for printing out the identification label, in case that it is required because of the type of service purchased or due to specific requirements of the selected courier service provider. The customer is the sole responsible for assuring that the right label is placed on the right parcel, even in cases where the courier company prints the label. The driver of the selected courier service provider will come to the address, knock on the door of the building and wait for the parcel or suitcase to be delivered. If no one opens the door (if no one is present in the direction, if there is a buzzer at the address and no one answers or if the use of a special permit or an access card is required to enter the premises) the driver will leave. The next attempt of picking up the parcel or suitcase will be conducted following the same procedure; if it cannot be done, the order will be cancelled without the customer being entitled to a refund of the amount paid. During the booking process, the customer must specify the local telephone number in the country of pick-up and delivery on which someone will be available at the time of pick-up and delivery. However, the driver of the selected courier service provider is not obliged to contact the user or the contact persons via phone. If the driver chooses to do so, only local telephone numbers will be contacted. The service, offered by ShypBox, does not include a call to the customer prior to pick-up and delivery. However, in some countries, the telephone number, provided by the customer in the booking process can be used to clarify the circumstances of the pick-up and delivery, or for additional information that ShypBox or the selected courier service provider carrier or service provider may need. Before the pick-up, the customer must remove all old labels or address information attached to the parcel or suitcase. To avoid confusion in delivery, only the address of the recipient should be pasted on the parcel or suitcase. Furthermore, the customer is the sole responsible for assuring that the right label is placed on the right parcel, even in cases where the courier company prints the label. The client agrees that packaged goods must have a suitable outer and inner packaging, according to the type of items to be transported. The packaging must be appropriate according to the weight and content of the shipment. The packaging must be suitable for transport and handling at the logistics centers of the selected courier service provider. Adequate packaging must, among other characteristics, be resistant to a fall from a height of one (1) meter. Irregularly shaped items like suitcases have to be carefully wrapped in plastic stretch foil. Customers must make sure that the whole suitcase is wrapped (including the wheels and handles), so that sharp objects on the outside of the suitcase cannot damage other shipments. On the inside, the parcel or suitcase must have suitable packaging, for example, bubble-wrap to prevent breakage and damage of the transported items.

If the items are not properly packaged inside and outside or are oversized or overweight, the insurance will not be valid and the customer will not be entitled to a refund. The client is solely responsible for damages and losses of parcels and suitcases packaged improperly or that exceed the size and weight limits. The courier company can also reject the claim for insurance reimbursement if they consider the suitcase to be dangerous and could damage other parcels during transportation.

If the client chooses to use a suitcase as packaging (wrapped or unwrapped), the courier company will consider it as a means of packaging. Therefore, they will not bear the responsibility for any damages of the suitcase that may occur during transportation.

If the client chooses to use a suitcase or a bag as packaging method and does not wrap it in a plastic foil as instructed, the courier company will not bear the responsibility for the loss of the parcel as the unwrapped surface of the suitcase or the bag can cause the label to fall off and consequently lead to the loss of the shipment.

In case that the route selected by the customer during the order process is subject to customs clearance, the customer is obliged to include the invoice of the items contained in the shipment. Not doing so can result in the order not being scheduled for collection with the courier company and being cancelled without the possibility of a refund, or in the order being cancelled until the customer provides the invoice, at ShypBox’s sole discretion.

ShypBox is in no way liable for any loss, damage or any other imperfections, charges or expenses arising out of or relating to the transport of parcels and suitcases. ShypBox, as a system administrator of the online booking platform, only books transportation services on behalf of the customer and at the customer’s request. Therefore, ShypBox is solely responsible for the selection of courier services providers, and never for the execution of transportation.

In the event that the user violates these Terms and Conditions and/or the General Terms and Conditions of the selected courier service provider, said courier company or the customer, and not ShypBox, will be responsible for all damages and expenses incurred during the transportation.

The customer is responsible for payment of all taxes related to transportation (i.e, customs and other taxes) and is obliged to pay them promptly. It is customary that the person at the delivery address covers for the custom clearance costs, in case the delivery contact is not the customer. If for any reason ShypBox were to pay any of these expenses, losses or taxes, the user is obliged to reimburse ShypBox within seven (7) days after the date of issuance of a receipt for reimbursement by ShypBox. Such notice provides executive merit. Should ShypBox not receive the payment within that period, the customer is obligated to cover the costs of the executive collection procedure.

By accepting these Terms and Conditions, the client agrees for ShypBox to transfer the data, obtained from the customer during the order processing through shypbox.com, to the selected courier service provider, according to the procedure, described in ShypBox’s Privacy Policy.

6.2 Packaging, labelling and pick-up of parcels or suitcases

6.2.1 Service “Selection”

When booking transportation services with the service “Selection”, the customer agrees for the parcel or suitcase to be available at the pick-up address for the selected courier service provider to collect it from 9:00 to 18:00. Due to unforeseen factors related to the selected courier service provider, a pick-up can be performed before or after this time. Rarely, due to unforeseen factors, the selected courier service provider can carry out the pick-up on the next business day.

If the driver of the selected courier service provider is not present to pick-up on the pick-up date, the customer, according to these Terms and Conditions, assumes the responsibility of informing ShypBox immediately about this fact, so that ShypBox can arrange with the courier a second pick-up attempt.

The parcel or suitcase must be properly packaged for transport and handling at the logistics centers of the selected courier service provider. The surface of the parcel or suitcase should allow for the identification label of the shipment to adhere and fixed by the driver of the selected courier service provider at the time of pick-up. The customer is the sole responsible for assuring that the right label is placed on the right parcel, even in cases where the courier company prints the label.

Suitable packaging is, for example, a cardboard box, consisting of two or more layers of carton or suitcases wrapped with a protective film. Irregularly shaped items like suitcases have to be carefully wrapped in plastic stretch foil (including the wheels and handles) so that sharp objects of the suitcase cannot damage other shipments. On the inside, the parcel or suitcase must have suitable packaging, for example, bubble-wrap to prevent breakage and damage of the transported items.

Plastic bags, travel bags and plastic boxes are not allowed types of packaging. Suitcases, cardboard boxes and other suitable containers can be damaged during transportation. If suitcases are used as packaging, they must be adequately protected in order to prevent damage. The courier company can also reject the claim for insurance reimbursement if they consider the suitcase to be dangerous and could damage other parcels during transportation. Neither the selected courier service provider nor ShypBox is responsible for any damage, caused in the packaging during transport.

6.2.2 Service “Removals”

When booking transportation services with the service “Removals”, the customer agrees for the parcels and suitcases to be available at the pick-up address for the selected courier service provider to collect it from 8:00 to 18:00. The selected courier company will contact the customer before or on the day of the pick-up in order to confirm the pick-up. There will be no pick-up until a specific date and time are arranged between the customer and the courier company. Due to unforeseen factors related to the selected courier service provider, the pick-up can be performed before or after this date. Rarely, due to unforeseen factors, the selected courier service provider can carry out the pick-up on the next business day.

If the driver of the selected courier service provider is not present to pick-up on the pick-up date, the customer, according to these Terms and Conditions, assumes the responsibility of informing ShypBox immediately about this fact, so that ShypBox can arrange with the courier a second pick-up attempt.

The shipment must be ready for transportation at the time when the driver of the selected courier service provider arrives for pick-up. This means that all items that are to be transported must be properly packed and prepared for transportation.

At the time of pick-up or after the shipment arrives at the depo, the driver of the selected courier service provider adheres the identification label on the shipment.

6.2.3 Service “Individual Offer”

When booking transportation services with the service “Individual offer”, the customer agrees for the parcels and suitcases to be available at the pick-up address for the selected courier service provider to collect it from 8:00 to 18:00. The selected courier company will contact the customer before or on the day of the pick-up in order to confirm the pick-up. There will be no pick-up until a specific date and time are arranged between the customer and the courier company. Due to unforeseen factors related to the selected courier service provider, the pick-up can be performed before or after this date. Rarely, due to unforeseen factors, the selected courier service provider can carry out the pick-up on the next business day.

If the driver of the selected courier service provider is not present to pick-up on the pick-up date, the customer, according to these Terms and Conditions, assumes the responsibility of informing ShypBox immediately about this fact, so that ShypBox can arrange with the courier a second pick-up attempt.

The shipment must be ready for transportation at the time when the driver of the selected courier service provider arrives for pick-up. This means that all items that are to be transported must be properly packed and prepared for transportation.

The customer is the sole responsible for assuring that the right label is placed on the right parcel or suitcase, even in cases where the courier company prints the label.

At the time of pick-up or after the shipment arrives at the depo, the driver of the selected courier service provider adheres the identification label on the shipment.

7. Delivery

The customer is responsible for providing a complete and exact address for pick-up and delivery of the parcel or suitcase, and any other relevant information to facilitate delivery. The address details should fit in the designated area in the booking process, and not be included in the “comments field”; otherwise, the courier companies might not receive the complete information needed for a successful pick-up and delivery. The delivery should be done in an easily accessible place; the driver of the selected courier service provider must be able to park the truck at least twenty-five (25) meters from the indicated delivery point. Door-to-door service is service provided to the main door of the building. The courier driver of the selected courier company is not obliged to pick up or deliver the parcel or suitcase into upper floors.

On the date of delivery, the recipient must be at the delivery address between 9:00 and 18:00. The recipient can also authorize a person to pick-up the shipment on its behalf. In some cases, the parcel can be sent to an alternate address.

By indicating the delivery address in the booking process, the customer guarantees that it is a standard delivery address publicly known, in which shipments are received regularly. An indication of a generic address, such as a port, where there may be a failed delivery, is not enough. Consequently, the shipment will be returned to the sender at the expense of the customer. In the case of new buildings, by accepting these Terms and Conditions the customer confirms that the address is already known to transportation service providers and that he or she has already received shipments to this address in the past.

If delivery is not successful on the day scheduled for a reason, not pertaining to the selected courier service provider (i.e, because the person appointed to receive the delivery is not present), in most of the countries the next delivery attempt will be made on the next few business days. In the absence of the client, delivery will be considered effective against consignee signature of any person, found present at the delivery address, who is willing to take the delivery of the shipment, unless there is a good reason to doubt such a person’s entitlement to take delivery. There is no obligation on the selected courier service provider to check the identity of such a person (e.g. on the basis of an identity card).

The selected courier service provider is entitled to deliver the parcel or suitcase to an alternate address (neighbouring address, local post office or delivery point). In this case, the courier company will leave a note with the location of delivery of the shipment on the main address indicated. If the parcel or suitcase is not picked up within seven (7) days of the first delivery attempt, the selected courier service provider reserves the right to return the shipment to the pick-up address at the expense of the user. According to these Terms and Conditions, additional costs will be charged to the customer, which ShypBox reserves the right to charge on the credit card used to place the order.

ShypBox does not guarantee transportation and shipment delivery to a different address than initially indicated by the client when booking transportation services through the website shypbox.com. In the case that the customer corrects the address timely, the new address will be forwarded to the courier company and used as the delivery address for the purposes of these Terms and Conditions; additional forwarding expenses are borne solely by the customer.

Any damages to the shipment must be reported at the moment of the delivery by filling a damage report with the driver or by signing with reservation the proof of delivery. Otherwise, the selected courier company or the insurance company may reject any claim for damages.

According to these Terms and Conditions, the delivery is considered effective if: the shipment is handed over to anyone located in the delivery address against digital or manual signature, including neighbours and persons present at the indicated premises; the shipment is delivered to an alternative address; after multiple failed delivery attempts to the delivery address, the shipment is delivered in one of the warehouses of the selected courier service provider, which is near to the original delivery address; the selected courier service provider has left a notice of delivery to the delivery contact person, or if this is evident through shipment tracking via the Internet; or, the shipment is delivered in the delivery address to a person, who falsely presents itself as the recipient. The shipment is returned back to the pick-up address after the maximum days on the courier’s warehouse. As soon as a delivery is considered effective, it is understood that ShypBox and the selected courier service provider are exempted from responsibility for transportation.

8. Delays and responsibility in case of delays

All delivery times are approximate and are not guaranteed. With the acceptance of these Terms and Conditions, the customer is aware and agrees that many external circumstances may cause delays in the pick-up or delivery of the shipment.

In case of delays, in no case will ShypBox be liable for damages caused by the delay, and shall not be liable to solve or settle the obligations or expenses related to the delay. ShypBox is not obliged to compensate the customer for delays, neither is required to reimburse any related cost.

9. Responsibility for losses and damages to the shipment

ShypBox is the administrator of the online platform for booking transportation services and, as such, will not be liable for any loss or damage to the parcel or suitcase, or to any of its contents. ShypBox only works with quality courier services providers and, therefore, damages and/or losses are unusual. The courier services providers are responsible for the pick-up, transportation and delivery of all shipments, reserved through the portal shypbox.com. In order to prevent damage, the customer must be aware that, despite the caution measure taken by courier services providers, parcels and suitcases are unloaded, sorted and mechanically loaded and therefore they must be properly packaged. Packages and suitcases will be under the supervision of the selected courier service provider from pick-up to delivery.

10. Insurance, claims and complaints procedure and forbidden items

10.1 Insurance, responsibility and insurance coverage

ShypBox acts as a commission agent and not as a freight forwarder when administrating the online portal for booking transportation services. ShypBox is solely responsible for the selection of courier services providers, and never for the execution of transportation.

ShypBox does not act as an insurance company. Shipping insurance parcels are not offered by ShypBox; they are offered by courier services providers directly, or by insurance companies with existing agreements with courier services providers or with ShypBox. For this reason, the terms and conditions of insurance companies such as Ergo or Lloyds and or of courier services providers such as GLS, DPD and DHL apply in all matters, relating to the insurance of shipments, booked through our website.

All orders for transportation of parcels or suitcases placed through the website shypbox.com for the service “Selection” or “The first possible pick-up date” include insurance provided by the selected courier service provider or by an insurance company by a maximum coverage of two hundred (200) euros. The insurance premium is already included in the basic price of the shipment. Insurance coverage extends to expenses caused in case of loss or damage of the parcel. Insurance reimbursement doesn’t cover transportation costs for lost or damaged parcels.

If the shipment contains items of greater value compared to the maximum insurance coverage, the user is required to purchase additional insurance directly on our website. Additional insurance must be booked in the ordering process and is charged according to the price list of the selected courier service provider or of the insurance company. For the customer to purchase additional insurance, he/she must accept the policies applicable to the chosen additional insurance parcel, namely the DTV Cargo Policy Open, the DTV Cargo Policy All Risks and the deductible disclaimer applicable to the insurance with ERGO Versicherung AG.”

At the customer request, ShypBox shall cede all claims and rights arising from the transactions, concluded on its own name on behalf of the customer, including the claims under the responsibility of the selected courier service provider for the non-fulfilment or improper fulfilment of the courier services. The customer is obliged to recover or enforce the claims and rights against the courier service provider.

In the case of loss, ShypBox offers customer support in submitting complaints to the selected courier service provider. However, the decision about the admissibility of the insurance is made solely by the courier company or by the insurance company.

The insurance does not apply in case of: inappropriate packaging; unconventional shipments; transportation of forbidden items (as listed in section 10.4) and items for which our services are not recommended without previous notice to us; transportation of electronic devices (such as televisions, mobile phones, computers and other electronic equipment) without original packaging; in case of a lost parcel, in order to activate the insurance, pictures of the electronic device in its original packaging, taken before shipping the item, have to be provided; shipments for which delivery is considered effective according to Section 7 of these Terms and Conditions; Designer or tailormade clothing. Clothes, in general, can only be reimbursed for up to 200 EUR per item. In case of usage of the service “Selection” and “The earliest possible pick-up date”, the maximum insurance reimbursement is 1000 EUR per item. Claims that are not supported by evidence of the true value of the damaged or lost item. The only acceptable proof of value is the original invoice (VAT rate and amortization will be deducted from the original price of the item accordingly). switched parcels which occur when the wrong labels are attached to the incorrect parcels; damages are caused by terrorism, natural disasters; the customer did not provide enough evidence (photographic or written material) that proves the parcel was in perfect condition before collection; or, the user has violated these Terms and Conditions in any way. The courier companies with whom ShypBox cooperates do not handle parcels that carry a sign, inscription or label which indicates breakable or fragile content or instructs careful handling of the parcel any differently or with special care. A “fragile” or “handle with care” label in no way exempts the sender from the obligation to pack the goods appropriately and nor does it actually protect the goods. The selected courier company and ShypBox will in no case be liable for parcels with fragile content which result lost or damaged despite the fact of being labelled with a “fragile” or “handle with care” sign.

The driver of the selected courier company is allowed to refuse collection of parcels that are clearly inadequate (too heavy, too big, inadequately packaged) but is not obligated to check the adequacy of the packaging or the contents of the parcels. This means that the driver of the selected courier company can still accept the items even if they are not packed in accordance with these Terms and Conditions or if they contain items on the prohibited list. In such a case, all extra costs related to the shipment of items of inadequate packaging or with forbidden contents will be borne exclusively by the customer. Furthermore, if purchased, the extra insurance coverage will not apply to these items.

ShypBox or the selected courier company are not obligated to check the comments the customers make when placing the order on our website. Even if the customer mentioned that items to be shipped are not in accordance with the terms, the order can still be forwarded to the courier company that can carry out the transport. Even in case that the customer included that information in the comment section of the order process, all extra costs related to the shipment of items that are not according to these Terms and Conditions will be borne exclusively by the customer. Furthermore, if purchased, the extra insurance coverage will not apply to these items. If a customer does not receive a written confirmation from a ShypBox Sales, Customer support or Reclamations representative, no notification from the customer will constitute the fact that ShypBox or the assigned courier company accepted to take responsibility for shipping a forbidden item.

ShypBox will not be held liable for any damage, loss, failure or delay in the pick-up, transportation or delivery, or for any other damages or costs, arising from transportation services, requested through the web portal shypbox.com. ShypBox is not responsible for any loss of profits, originated in any of the numerals described above.

10.2 Claims procedure in case of damage or loss ShypBox does not acknowledge any alternative dispute resolution provider.

In the case of loss of a parcel and suitcase, ShypBox offers customer support in submitting complaints to the selected courier service provider. However, the decision about the admissibility of the insurance is made solely by the courier company or by the insurance company.

In case of damage or loss of a parcel or suitcase, the situation must be reported by the person in charge of receiving the shipment to the courier driver of the selected courier service at the time of delivery. Any damages to the shipment must be reported at the moment of the delivery by filling a damage report with the driver or by signing with reservation the proof of delivery. Otherwise, the selected courier company or the insurance company may reject any claim for damages.

In order to initiate a procedure with the selected courier service for damage or loss, ShypBox should receive to the email address claims@shypbox.com the data indicated in this paragraph.

In order for the insurance coverage to apply, the client must actively track the shipment of the parcel or suitcase on the Internet. If there is no change of status in the tracking of the shipment within seven (7) days, the customer is required to contact ShypBox within two (2) business days from the expiration of seven (7) days in order to begin the search procedure.

If the parcel or suitcase is not delivered within five (5) days from the expected date of delivery, the customer must immediately notify ShypBox in writing by sending an email to help@shypbox.com, attaching the following: a list of the contents of the shipment and their value; an external description of the shipment; information on the method of packaging; a copy of the confirmation email; and, a copy of the confirmation of hand over from the person handing over the shipment at pick-up. If a parcel or suitcase is delivered damaged, the client should not receive the consignment unconditionally. On the contrary, the customer, along with the driver of the selected courier service, shall write a report on the damaged shipment received that includes photos and a detailed description of the damage. The document must be signed by the driver and by the customer. In addition, the customer must inform ShypBox in writing within two (2) business days, following the receipt of the damaged shipment, attaching the following: the document signed by the driver and by the customer; photos clearly evidencing the damage (the customer has to provide pictures of the parcel and the items before and after collection that clearly show the damage on the parcel or the items occurred during or as a result of transport); a list of the contents of the shipment and their value; the address on which the courier can inspect and, if necessary, bring the damaged items; and, copy of the confirmation email shipment. If the customer does not duly notify ShypBox or does not attach all the required documentation to the email sent to claims@shypbox.com, the notification will be considered as not sent.

In case of damage of the shipment, the customer is required to keep the parcel or suitcase in the condition in which it was delivered, covering all expenses related, until completion of the insurance procedure. If the parcel is damaged on the outside, the customer should take photographs of the damages before taking the goods out of the parcel.

In case the customer notices that some of the items are missing from his parcel at the time of delivery, a claim procedure can be started. The customer must provide ShypBox via email with the same documentation as in the case of damage, including photographs of the parcel before collection and after delivery that prove the parcel was opened/damaged during transport which would result in missing content.

Upon receipt of all necessary supporting documents, ShypBox, on behalf of the client, will send to the selected courier service provider the application for insurance with all the documents attached by the customer. The decision about the admissibility of the insurance is of the sole responsibility of the courier services providers directly, or of the insurance companies with existing agreements with the courier services providers or with ShypBox. The courier companies or the insurance companies with existing agreements with courier companies or with ShypBox can take up to two (2) months to decide on the admissibility of a claim.

The claims are always reviewed by the selected courier company first. If the selected courier service provider decides to reject the claim, the insurance company has the exclusive right to refuse the claim as well. The selected courier service provider and insurance companies review each claim case and decide about the amount of reimbursement based on the evidence customer provided and in accordance with their terms and conditions as well as with their internal policies. When deciding on the insurance reimbursement, the courier company and the insurance company take into consideration the extent of damages (whether or not the item can still be used). An amortization fee can also be deducted if the damaged items are not new. VAT and shipping costs (if shown on the invoice that proves the value of the items) are not reimbursed.

ShypBox reserves the right to, at any moment and without the need to provide an explanation, decline or refuse a claim due to incomplete, misleading, contradictory or false data received from the customer. In such a case, ShypBox will not recognize any further claims from the customer or from third parties related to the customer.

10.3 Complaints procedure regarding the ShypBox’s services

ShypBox acts as a commission agent and not as a freight forwarder when administrating the online portal for booking transportation services. ShypBox is solely responsible for the selection of courier services providers, and never for the execution of transportation. This being said, in case the customer has any complaints regarding ShypBox’s services as a commission agent, the customer will have to begin a complaints procedure.

In order for the internal complaints procedure to begin, the customer should inform ShypBox in writing by sending a registered letter to ShypBox SARL, Cesta v Gorice 34B, 1000 Ljubljana, Slovenia, attaching the following: a detailed description of the complaint; ideally, the name or names of the persons from ShypBox with whom the customer was in contact; a copy of the confirmation email; and, a copy of all email communications exchanged between the customer and the ShypBox team. If the customer does not duly notify ShypBox or does not attach all the required documentation to the letter, the complaints procedure will not begin.

After receiving a complete complaint, ShypBox will forward the case to the Claims and Complaints committee which will evaluate the case file. ShypBox’s Claims and Complaints committee will send a reply to the customer regarding the complaint within thirty (30) days after the complaint is received.

10.4 Forbidden items

With the adoption of these Terms and Conditions, the client agrees with the list of forbidden items herein and declares that they will not send any object on this list, or any item that is prohibited by the Terms and Conditions of the selected courier service provider or by the laws of the country in which the pick-up or delivery address is located.

The customer agrees not to send stolen goods or goods not in free circulation under the legislation of the European Union.

ShypBox prohibits the sending of jewellery, gold, antiques, pictures, works of art, human remains or animal remains and organs, animals, glass and porcelain. If the client decides to send forbidden items anyway, they will be solely responsible for all damages and expenses incurred.

Among the forbidden items, all hazardous substances and substances requiring special permits for transportation, special handling or specific documentation are also included.

Examples of forbidden items are: animals and animal products or remains; arms and ammunition; hazardous substances and objects; flowers and other plants; human remains and funerary urns; illegal objects; medical samples; objects that need an environment with a controlled temperature; pornography; prescription drugs and other pharmaceutical products; tobacco and alcohol; food (including food in liquid form); aerosols and perfumes; objects of great value; objects with sentimental value; Documents, cash, credit cards, vouchers and tickets; Precious metals, jewellery, watches, precious stones, real pearls, furs, rugs, clocks, antiques, works of art; other fragile items; items that can damage other parcels during the transport; for airfreight: all Lithium Ion and Lithium Metal shipments; prohibited goods according to the regulation (EC) No 300/2008 of 11th March 2008 and its implementing rules as amended from time to time; shipments that would be covered by the European Agreement concerning the International Carriage of Dangerous Goods by Road (ADR) The selected courier company has the right to decline to deal with parcels whose content is of a dangerous or damaging nature, or likely to harbour or to encourage vermin or other pests, or liable to taint or affect other goods. If such parcels are handed over to the selected courier company, the company reserves the right at the expense of the customer to remove or otherwise deal with the parcels with no further notice. In such a case, the customer shall be liable for all loss or damage arising in connection with such parcels and shall indemnify the selected courier company and/or ShypBox against all penalties, claims, damages, costs and expenses whatsoever arising in connection therewith, and the parcels may be dealt with in such manner as the company or any other person in whose custody they may be at any relevant time shall think fit.

11. Global routes

In case that the route selected by the customer includes a country that is not, at the moment of placing the order, a member of the European Union, the customer is aware and agrees to the following:

The shipper is responsible to provide the original or a copy of the original commercial invoice or any other document required by the courier company and/or by the customs authorities. If any customs authority requires additional documentation for the purpose of confirming the import/export declaration, it is the shipper’s responsibility to provide the required documentation at its own expense. The original or the copy of the original commercial invoice should not include VAT on the price breakdown. The courier may reject the collection or even return the parcels back to the shipper, applying extra costs for which the customer is solely responsible, in case that the documentation required is not provided or are not according to the regulations. The shipper certifies that all statements and information provided relating to the exportation and importation of the shipment will be true and correct and acknowledges that in the event that untrue or fraudulent statements about the shipment or any of its contents are made, a civil claim and/or criminal prosecution the penalties for which include forfeiture and sale of the shipment could arise. To the extent that we may voluntarily assist you in completing the required customs and other formalities, such assistance will be rendered at your sole risk. You agree to indemnify us and hold us harmless from any claims that may be brought against us arising from the information you provide to us and any costs we will incur regarding this and pay any administration fee we may charge you for providing the services described in this condition. Any customs duties, taxes (including but not limited to VAT if applicable), penalties, storage charges or other expenses ShypBox incurs as a result of the actions of customs or other governmental authorities or the shipper’s or receiver’s failure to provide proper documentation will be charged to the customer or the receiver of the shipment. In the event that ShypBox decides to charge the receiver and the receiver refuses to pay the incurred charges, the customer agrees to pay them to us together with our fee for the administration involved as well as any extra costs we will incur. The shipper confirms that the contents of the shipment are not restricted by IATA, ICAO, IMDG or ADR and are not prohibited items, and, in case that they are, the customer is obliged to advise ShypBox prior to the collection. The courier may reject a collection in case that the service cannot be provided for any reason which is out of ShypBox’s control such as remote locations or sanctions imposed to the pickup country (embargo). We will endeavour to expedite all customs clearance formalities for your shipment but are not liable for any delays, losses or damage caused by interference from customs officers or other governmental authorities.

12. Applicable Law and Jurisdiction

Unless mandatory rules of the country in which the customer is domiciled specify otherwise: these Terms and Conditions and the contracts to which these Terms and Conditions apply will be interpreted in light of the laws of Luxembourg; all possible disputes arising from these General Terms and Conditions or from the contracts to which these Terms and Conditions apply will be resolved in the courts of Luxembourg; and, in case of differences in meaning between the various translations of these Terms and Conditions, the text originally written in the English language shall prevail.