How do you complain about a lost or damaged parcel in Denmark?
Claim deadlines and where to complain.
Short answer
You make the claim to PostNord in the PostNord app or on postnord.dk, at the latest 6 months after the parcel was handed in. Visible damage must be reported at once, and hidden damage or loss within 7 days, where the transport rules NSAB 2015 apply. If you disagree with the decision, you can complain to Trafikstyrelsen, which handles complaints about postal companies with a permit. It aims to finish a case within 10 weeks.
Why
- Claim to the carrier first.
- The general deadline is 6 months.
- Trafikstyrelsen handles complaints after the carrier has decided.
Details
A court case against PostNord must be brought within one year.
Tip
Photograph the parcel and the packaging before you open it fully, and keep the box.
What may differ
Deadlines and claim forms differ between carriers.
Common misconception
You can go straight to Trafikstyrelsen with a lost parcel.
What actually happens
You must first complain to the postal company and get its decision.
People also ask
- How much compensation do you get for a lost parcel?
- Who is responsible if an online order is lost in the post?
- How do you pack a parcel so it is not damaged?
Sources
This answer is for reference only. Postal prices and services change, so check the postal operator before you send.
Practical infoRelated questions
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Can you get your money back from your bank if a webshop does not deliver?
When you pay online with a payment card such as Dankort, your bank can move the money back if the item never arrives, you get the wrong item or you were charged more than agreed.
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Who can help if you have a problem with a shop in another EU country?
Forbruger Europa is the European Consumer Centre in Denmark and is part of the Danish Competition and Consumer Authority.
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How do you complain about a purchase in Denmark if the shop says no?
You must first complain to the seller, preferably in writing, and the seller must have rejected your claim fully or partly.
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What is e-mærket on Danish webshops?
e-mærket is a non-profit organisation that has certified Danish webshops since 2000 and has more than 2,000 members as of November 2026.