Lost or stolen Packet
Here’s how it works
If a consignment goes missing or you wish to register a claim, you should notify your usual Swiss Post contact.
As soon as the claim has been recorded by the relevant entity at Swiss Post, it is displayed in the online service.
You can also submit documents required for clarifications online. These documents are then immediately available to us so we can process the claim.
You can filter the claims and monitor their status online at any time under the following categories:
- Process initiated – claim opened
- In progress with Customer Service – claim is being processed
- Awaiting confirmation – waiting for Swiss Post’s confirmation
- Process closed – claim closed
Once a claim is closed, the Customer Service department will inform you of the result.
Who Can Use This Service
The “Summary of Enquiries” online service is intended exclusively for business customers who wish to be kept informed at all times about claims they have submitted.
Registration Requirements
To use the “Summary of Enquiries” service, you must register for the online service and hold a valid business customer login.
Once successfully registered, you will receive confirmation in the Swiss Post Customer Center. From this point onward, the service will be available to you.
Technical Requirements
To use the service, the following technical requirements must be met:
- A common Internet browser (e.g., Chrome, Safari, Firefox, Edge)
- A PDF reader (e.g., Adobe Reader)
- A printer (required if you wish to print PDF documents generated from Excel files)
Important Notice
Dubai Jewellery GmbH cannot be held liable for delays, losses, or thefts caused by Swiss Post or other shipping providers. Liability and claims must be made in accordance with the shipping provider’s terms and conditions. We will, however, support you in submitting the necessary documents and liaising with the shipping provider where possible.