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What should I do if my luggage is stolen, lost or damaged ?

You must provide us with purchase invoices for stolen, lost or damaged luggage and items.


In case of theft, you must immediately lodge a complaint with the local authorities at the place of theft (police, transport company, purser, etc.), have an official report drawn up and the traces of burglary established. These supporting documents must be handed over to us.

Loss by a carrier

Send us the documents issued by the carrier (sea, air, rail or road transport) when your luggage or objects were lost while under its legal control. Require a statement and certificate of definite loss and keep all transport documents. Forward us the necessary supporting documents.

Damaged luggage

For partial damage to your luggage and personal belongings, send us the invoice of the repair or a certificate of non-repair.