Starting from December 1, 2024, we are temporarily suspending the acceptance and dispatch of packages. All previously processed packages will be delivered as planned. We will provide further updates on the resumption of operations.
Insurance coverage for loss or damage
parcels/packages sent to Russia
parcels/packages sent to Russia
We do our best to deliver your package as quickly and safely as possible. Here you can find instructions for very rare cases when shipments get damaged or lost. Pay attention that there is no compensation in case of delays in delivery.
To start the process you need to fill in an application or you can also apply directly on the Russian Post website. An application for reimbursement can be made either by the sender or the consignee and can also be submitted by an agent.
Applications will be processed within six months of the date of receipt send us the application, the reimbursement processing time for EMS packages is four months. If the package is not found the compensation shall be paid within 10 days after making the decision about compensation. The information will be sent either to the address provided in the application or by e-mail.
To start the process you need to fill in an application or you can also apply directly on the Russian Post website. An application for reimbursement can be made either by the sender or the consignee and can also be submitted by an agent.
Applications will be processed within six months of the date of receipt send us the application, the reimbursement processing time for EMS packages is four months. If the package is not found the compensation shall be paid within 10 days after making the decision about compensation. The information will be sent either to the address provided in the application or by e-mail.
Small parcel
Maximum compensation in case of loss
30 SDR.
Additional insurance is not offered.
*SDR (Special Drawing Rights) is an artificial payment method created by the International Monetary Fund, not a currency. You can find an up-to-date course here.
30 SDR.
Additional insurance is not offered.
*SDR (Special Drawing Rights) is an artificial payment method created by the International Monetary Fund, not a currency. You can find an up-to-date course here.
Priority parcel
Maximum compensation in case of loss:
40 SDR per shipment + 4,5 SDR for every kg + shipping costs.
Compensation of the insured package: customs value + shipping costs – insurance fee.
In case you use cash on delivery shipment the additional insurance is mandatory and costs 3,5% of the shipment's value. The maximum compensation is 1000 €.
ATTENTION: The amount of compensation can not exceed the value of declared goods in a parcel.
40 SDR per shipment + 4,5 SDR for every kg + shipping costs.
Compensation of the insured package: customs value + shipping costs – insurance fee.
In case you use cash on delivery shipment the additional insurance is mandatory and costs 3,5% of the shipment's value. The maximum compensation is 1000 €.
ATTENTION: The amount of compensation can not exceed the value of declared goods in a parcel.
EMS express package
Maximum compensation in case of loss: 130 SDR per shipment + shipping costs.
Compensation of the insured package: customs value + shipping costs – insurance fee.
In case you use cash on delivery shipment the additional insurance is mandatory and costs 3,5% of the shipment's value. The maximum compensation is 1000 €.
ATTENTION: The amount of compensation can not exceed the value of declared goods in a package.
Compensation of the insured package: customs value + shipping costs – insurance fee.
In case you use cash on delivery shipment the additional insurance is mandatory and costs 3,5% of the shipment's value. The maximum compensation is 1000 €.
ATTENTION: The amount of compensation can not exceed the value of declared goods in a package.
Examples of insurance coverage calculations
Small parcel
(0,1 -2 kg)
(0,1 -2 kg)
Priority parcel
(up to 20 kg)
(up to 20 kg)
EMS express package
(up to 30 kg)
(up to 30 kg)
Insurance coverage automatically included in the price of a shipment
Shipment's value is 20 €
Coverage is 20 € + shipping costs
Coverage is 20 € + shipping costs
Shipment's value is 100 €
and weight is 10 kg
40 SDR + 4,5 SDR x 10 KG (weight) =
40 SDR + 45 SDR = 85 SDR
85 SDR x *1,24 = 105.4 €
* with SDR's rate 1,24 €
105.4 € + 20,97 € (shipping costs) =
126.37 €
ATTENTION! The shipment's value of 100 € is lower than the calculated insurance coverage 126.37 €, so the coverage will be calculated as the sum of the value and shipping costs.
100 € (value) + 20,97 € (shipping costs) = 120,97 €
and weight is 10 kg
40 SDR + 4,5 SDR x 10 KG (weight) =
40 SDR + 45 SDR = 85 SDR
85 SDR x *1,24 = 105.4 €
* with SDR's rate 1,24 €
105.4 € + 20,97 € (shipping costs) =
126.37 €
ATTENTION! The shipment's value of 100 € is lower than the calculated insurance coverage 126.37 €, so the coverage will be calculated as the sum of the value and shipping costs.
100 € (value) + 20,97 € (shipping costs) = 120,97 €
Shipment's value is 100 €
and weight is 5 kg
100 € (value) + 25,13 € (shipping costs) =
125,13 €
and weight is 5 kg
100 € (value) + 25,13 € (shipping costs) =
125,13 €
Maximum compensation
If the parcel's weight is 2 kg
30 SDR x *1,24 + 10,74 € (shipping costs) =
47,94 €
* with SDR's rate 1,24 €
30 SDR x *1,24 + 10,74 € (shipping costs) =
47,94 €
* with SDR's rate 1,24 €
If the parcel's weight is 20 kg
40 SDR + 4,5 SDR x 20 = 130 SDR
130 SDR x *1,24 = 139,60 €
* with SDR's rate 1,24 €
139,60 € + 30,47 € (shipping costs) = 170,07 €
40 SDR + 4,5 SDR x 20 = 130 SDR
130 SDR x *1,24 = 139,60 €
* with SDR's rate 1,24 €
139,60 € + 30,47 € (shipping costs) = 170,07 €
If the parcel's weight is 31 kg
130 SDR (maximum coverage for EMS) x *1.24 + 112,20 € (shipping costs) =
251,80 €
* with SDR's rate 1,24 €
130 SDR (maximum coverage for EMS) x *1.24 + 112,20 € (shipping costs) =
251,80 €
* with SDR's rate 1,24 €
Additional insurance (purchased additionally)
Additional insurance is not offered.
The price of the additional insurance is calculated as 3,5% of the value of the shipment. The maximum insurance coverage in that case is 1000 €.
The price of the additional insurance is calculated as 3,5% of the value of the shipment. The maximum insurance coverage in that case is 1000 €.
Loss report
The claim notice must be submitted within 6 months.
Processing time (we start the procedure of shipment search) is within 3 months of the date of claim.
Payment of compensation is within 10 days of the decision to reimburse.
Processing time (we start the procedure of shipment search) is within 3 months of the date of claim.
Payment of compensation is within 10 days of the decision to reimburse.
The claim notice must be submitted within 6 months.
Processing time (we start the procedure of shipment search) is within 3 months of the date of claim.
Payment of compensation is within 10 days of the decision to reimburse.
Processing time (we start the procedure of shipment search) is within 3 months of the date of claim.
Payment of compensation is within 10 days of the decision to reimburse.
The claim notice must be submitted within 6 months.
Processing time (we start the procedure of shipment search) is within 3 months of the date of claim.
Payment of compensation is within 10 days of the decision to reimburse.
Processing time (we start the procedure of shipment search) is within 3 months of the date of claim.
Payment of compensation is within 10 days of the decision to reimburse.
*SDR (Special Drawing Rights) is an artificial payment method created by the International Monetary Fund, not a currency.
You can find an up-to-date course here.
Application for lost items and compensation
You can find an up-to-date course here.
Application for lost items and compensation
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