Customer Support

How to appeal for a lost shipment

By | Customer Support | No Comments

A lost of shipment is something that our shipping company strive for not to happen. However, it is inevitable that in some occasion an incident occurs and the shipment is lost. For this reason we always recommend to seek information about the different types of  insurance and coverage that our company offers when we are hired for shipping. If you want to learn how to appeal for a lost shipment, keep reading.

To start, we don’t want to make excuses, but we would like to remind you that the shipment has passed by many distinct hands. To understand how we function, read our history of shipment.

Before you have to appeal for a lost shipment…

It is always better to be safe and take some precautions. Here are some things we advise:

Always hire a real shipping company and never through a “search engine” or “third party” on internet.  Verify if the company has a transport operator card “OT” , if the company does not possess that, you are hiring a pirate and may not take responsibility and work with you in case of damage or lost of shipment.

Most of the shipment that gets lost during the course has been wrongly labeled, or has lost its tracking systems. For this reason, make sure to follow our advice about labeling your shipment. It might not seem very important, but it is primary for tracking the shipment.

A lost shipment is the one that no longer gets updates about its tracking

If it has passed a long period of time that your shipment has not received an update about its position, it might be for two reasons: The first is that it simply is the last place that it has been and there is a saturation problem. Or, in the worst case, that is has been sent to the wrong destination and from that point there is no record of it.

Fortunately, this is not very common.  But if this occurs, we recommend that you stay patient, because it may not be lost. If the shipment shows up with a delay, you can always complain about the service. But if it is lost…

Follow these steps to send an appeal

Appealing for a shipment requires more than sending a complaint to our email saying that “the shipment has disappeared.” For us to be successful in our claim, it is important to comply with the deadlines, forms, and procedures. 

Fortunately, to appeal for a lost shipment is much simpler than appealing for a damage. After all, the company itself has a full record of the situation. So the shipping cost is recovered immediately. To appeal for a lost shipment you must prove:

The value in euros of the quantity appealed, accompanied by an invoice of said value.

Remember to sign the claim, forward it by email and send it to the company  which we have contracted the transport so that we obtain proof of its presentation (bureaufax, in person, acknowledgment of receipt, etc …) within the deadlines.

From the presentation of the claim, the shipping company must manage it. Most cases are resolved within 90 days of its submission. Others may be more complex and require more time, or the parties may request additional information or documentation in order to determine the cost assessment. The process can take up to  about a year.

In case you are not satisfied with the resolution of the appeal proposed by the carrier, and if the amount claimed is less than 12,000 euros, you can appeal free to the Arbitration Boards of Transport which is much more effective than the Offices of Attention to the Consumer, and faster and less expensive than a judicial route.

We hope you never have to claim a shipment, but if it happens, at LA LUNA shipping® we are specialists in the management and processing of incidents that may occur during shipping and in almost 100% of cases our clients receive the compensation they claim, where they have direct contact with the person handling the case, as well as information on the status of the management of the appeal.

Because it is as important to properly manage a shipping service as it is to assist and solve any situation that may occur as a result of it.

And, as always, if you have any other questions, contact us through or through phone

Nightmare before Christmas? Plan on time with these dates

By | Customer Support, Shipping | No Comments

We are in December, the month with the most shipments of the year.  A time when companies increase their consumption movements, individuals for gifts, and online stores pass the hangover of Black Friday. The increase in shipments is so large that the demand may surpass the supply of many operators. We explain how to cope with this “Nightmare Before Christmas.”   Read More

Transportation insurance, what do they assure me and what not?

By | Customer Support, Luggage, Shipping | No Comments

Transportation insurance is an instrument by which an insurer accepts the risk that a good is transported without any damage, loss or impairment.

Normally, we are the shipping companies who mediate in your hiring. In addition to being authorized without the need to be insurance brokers, we do so by paying a premium price. Thus, in case of loss, whoever has insured the merchandise will be entitled to receive compensation.

The coverage of transportation insurance is designed mainly to cover industrial transportation of goods. Priority is given to shipments between companies, because packaging and protections designed for each means of transport are used. Therefore, in shipments of personal effects, coverage is very limited to risks such as loss or theft and not to the damage or impairment that the goods may suffer during transport.

Does transportation insurance cover any shipment?

As with any insurance contract, there are situations in which the merchandise, despite being insured, is excluded from coverage in certain situations. Below, we explain the most common situations in which you cannot get damage coverage, although you always have coverage for loss of shipment.

Crockery, glassware and small appliances.

These items, very common in personal shipments, are very fragile and delicate. If you want to transport them with full guarantees, use a moving company and not a shipping company. These items do not have coverage because the carriers do not manage the wrapping, protection and packaging. Since we are not able to confirm that these tasks have been done correctly and professionally, damage is not covered. It is useless that in case of damages you indicate that you used “a lot of bubbles” or that “you had wrapped them very well”. To the insurance company, protections and packaging are insufficient and they are a clear exclusion of coverage.

Computers, televisions and other screens …

As in the previous case, the main cause of damages is the use of inadequate packaging and protections. Even if you use the original packaging, the insurance company will not cover the cost due to insufficient packaging and protection.

The box in which the TV comes when it is bought in the store is not designed to be transported. The box has come inside another box called “transport packaging” that is no longer delivered to the store and comes bundled in pallets that guarantee integrity and safety during transportation.


There are two reasons why books are not covered in case of damage:

  • If you put the books in a box and are not wrapped individually, rubbing can occur on the covers by contact with the box or other books.
  • If there are bottles with liquids in the box, they can break and spill the contents in the books. You will not get any compensation because liquids cannot be sent in boxes with books or other items.

In short, any item that are transported without being protected, wrapped and packed professionally will not be covered by damages. But they will count in case of theft or loss. Remember also that in case of loss, you need to correspond with the party making the claim and provide evidence that shows that the damaged goods were properly protected, wrapped and packed for the means of transport used.

At LA LUNA shipping® we have a wide range of transportation insurance and we will advise you on the best option. If you take out insurance on an excluded risk, you will not receive compensation, nor will the insurance company reimburse the cost paid.

Lithium batteries, can I ship them?

By | Customer Support, Shipping | No Comments

Lithium batteries have become one of the most basic products in our life. We only remember their presence when their autonomy is low, but in our sector we care about them daily since they are dangerous articles. Due to ignorance, it often happens that a device or battery needs to be removed from a box, which costs money and can stop a shipment. Want to know which lithium batteries you can send and how? Read on. Read More

Moving with furniture, sure you want to ship it?

By | Customer Support, Company, Shipping | 2 Comments


At LA LUNA shipping® we like to offer shipping services for anything you need. But sometimes we can’t offer certain shipments because of what has to be moved, like the furniture. For example, there are many banned items for shipping (link in Spanish) and others that require very special conditions, and even sometimes we can’t reach certain countries. We always look for a solution, but there’s a certain kind of shipments that we don’t do because of the following reasons…
Read More

Now you can pay for your shipments with American Express cards

By | Customer Support | 2 Comments

american expressStarting May of 2016, it’ll be possible to pay for your shipments as well as your monthly bills using American Express cards. We have enabled our payment application online as well as payment terminals in our offices to accept all types of cards issued by American Express. It’s also possible to pay by phone in case you can’t do it in person or online.
Read More

Shipping to Netherlands, a very welcoming country

By | Customer Support, Luggage, Erasmus | No Comments

la-luna-shipping-international-transport-services-courier-parcel-delivery-imports-exports-logistics-shipments-to-from-the-netherlands-holland-personal-effectsMaybe it’s because Holland, or we should better say the Netherlands, has historically been a union of provinces, because the quality of life there is good, or because they make it easy for you to work there, but for some reason we do a lot of shipping to the Netherlands. The thing is that many foreigners go there to look for a job, to study and to start a new life. And we can say that they can’t complain. Read More

Do not leave your shipment in the wrong hands

By | Customer Support, Company | No Comments

responsabilidad-garantías-envios-transporte-profesionalidad-la-luna-shipping-confianzaIt might seem that transporting items is easy  because you pick up at point A, and transport it until it gets delivered at point B. However, the transport and logistics with guarantees and with proper management are like so many other things in life: you only miss them when they are not there.

Today, as consumers we can choose to have to all the guarantees, but the market also puts at our disposal alternatives, that end up being a threat to our rights as consumers. Let’s see what risks a shipment is in the wrong hands.  Read More

Sustainable shipments: how we do it

By | Customer Support, Bikemessengers, Company, Logistics | No Comments

LA LUNA shipping transporte internacional sostenibilidad logistica bicimensajeros envíos sostenibles

They say that, in a consumer society, every euro spent is a vote issued.  The truth is that there is a lot of reason to in this statement, because with our consumption decisions we can favor the environmental or social model in which we believe.

At LA LUNA shipping® we bet clearly on the sustainability of your shipments to contribute to the conversation about our planet. Do you want to know what we do to guarantee that your shipments are sustainable as possible?  Read More