FAQ

Pay with money. Money is the standard means of payment, and if a seller asks for something else, be suspicious. Alternative methods such as mobile top‑up vouchers or shopping vouchers are harder to trace than a bank account number, and fraudsters often recommend them because it is easier to hide their identity.

For that reason, payment via bank account is rare among fraudsters. If a seller is unwilling to provide their bank account number, be cautious.

When buying products offered at an unbelievably low price, check prices for the same product elsewhere. If the price elsewhere is significantly higher, contact the seller and check whether there is a reason for the low price (used or damaged product).

If there is no reason for such a price, be careful. Don’t forget: nobody wants to earn less!

By registering for free in Internet Shipping you can get a 20% discount on sending parcels in Overseas Express boxes of all sizes and be exempt from the cash‑on‑delivery fee.

Explore your options — after all, that’s why you shop online!

Have you checked the seller, informed yourself about everything, and still received a product that does not match what you ordered? If you receive such a product, the first step is to contact the seller. In most cases you can resolve the misunderstanding directly with the seller. If the seller offers a replacement product, do not return the original until you receive the new one.

If you bought using the Overseas Express cash‑on‑delivery service, it will be easier to obtain the desired product, because the seller will not receive their money until you receive your product. This protective cash‑on‑delivery mechanism is unique to Overseas Express.

• Contact Overseas Express at stete@overseas.hr and provide the shipment number found on the parcel label.

• If damage has occurred, send photos of the transport packaging, internal protection, and the damaged goods.

• Do not alter the contents of the parcel so that the actual condition can be established.

• Do not use anything that was inside the parcel, as using the contents is considered acknowledgment that they are in order and that the damage occurred with you, not during delivery.

• Do not return the parcel to the sender before arranging it with the sender.

• Keep the parcel and all of its packaging.

• Contact Overseas Express at stete@overseas.hr and provide the shipment number found on the parcel label.

• Be sure to state in the email what you received in the parcel and what is missing.

• Keep the parcel and all of its packaging.

1. Damage claim – an endorsed letter on your company letterhead addressed to Overseas Express, which must include the following information:

• date the shipment was collected from the sender

• full consignee details

• shipment number (bar code)

• reason for filing the claim (damage to the shipment, loss)

• value of the damaged/lost shipment and the amount to be charged to Overseas Express
  

2. A copy of the invoice for the damaged/lost shipment issued to the consignee (the damaged/lost item must be marked on the invoice and the invoice date must be visible), or other proof of the value of the goods (e.g., supplier invoice).

• The cardboard box must be sturdy and undamaged and able to bear the weight of other parcels during transport. Do not use packaging that was previously wet, even if it is dry at the time of packing.

• The contents you are shipping must not touch the outer carton (place the contents in the center of the box with a few centimeters of clearance from the outer edges).

• Cushion the goods with polystyrene, film, bubble wrap, etc., to prevent movement inside the transport packaging.

• Glass parts must not touch each other. Bottles must be separated by partitions from top to bottom and additionally wrapped in cushioning material.

• If you are sending liquids, first place them in a leak-proof bag (plastic, etc.) so that even in case of damage, any spillage will not harm the rest of the contents or other parcels.

• Make sure a single person can safely handle your parcel.

• Pack goods so they can be transported in any orientation and do not rely on a specific box position for safe transport.

• For items of unusual or irregular shape, all sharp edges and protrusions must be wrapped and taped so they do not damage other parcels during transport.

• If you use second-hand cardboard packaging, remove all old labels and parcel markings so your shipment is delivered on time to the correct address.

• Use glue, adhesive tape, etc., to seal the shipment, depending on the type and value of the contents of each individual shipment.

• Shipments submitted in a sealed envelope must be secured so that their contents, or any part of them, cannot be removed without visible damage to the envelope and sealing means (glue, adhesive tape, etc.).

• If you do not have the original packaging, place the item in a larger box that can be filled with polystyrene and rigid cardboard in several layers to completely eliminate the possibility of damage.

• Goods on a pallet must be packed in appropriate packaging; stack the heaviest goods or boxes at the bottom, and lighter goods towards the top.

• The goods or boxes must not exceed the dimensions of a Euro pallet, and the entire pallet load must be protected with stretch film.

Overseas Express (the service provider) reserves the right to refuse collection from the sender if it deems that the shipment is not packed in the manner prescribed in the company’s general terms and conditions.

In accordance with the company’s general terms and conditions, Overseas Express (the service provider) is not obliged to accept a shipment if its contents constitute dangerous goods or if the shipment is of such a nature that its transport is prohibited under a law, bylaw, or decision of a competent state authority or any other competent organization.

• Live animals

• Perishable or easily perishable goods

• Flammable goods

• Gold, silver, or other precious materials

• Gemstones

• Securities

• Firearms (whole or in parts)

• Ammunition, explosives, or explosive devices

• Human remains

• Illegal narcotics

• Tender documentation and similar documents or goods submitted for a call for tenders, or deliveries with a strictly defined deadline

To avoid any doubt, the fact that Overseas Express has accepted a shipment for carriage and delivery does not mean that the sender has packed the shipment in accordance with the provisions of the company’s general terms and conditions.

• The contents you are sending must not touch the outer carton (place the contents in the middle of the box with 3 to 5 centimeters of clearance from the outer edges).

• Cushion the goods with polystyrene, film, bubble wrap, etc., to prevent movement inside the transport packaging.

Technical products and electronic devices must be packed in the manufacturer’s original packaging that includes additional protection — such as polystyrene inserts.
If you do not have the original packaging, place the item in a larger box that can be filled with polystyrene and rigid cardboard in several layers to completely eliminate the possibility of damage.

Glass, fragile, and delicate items must be individually packed in a box filled with protective material (e.g., polystyrene, film, etc.).
Glass parts must not touch each other. Bottles must be separated by partitions from top to bottom and additionally wrapped in cushioning material.

If you are sending liquids, be sure to first place them in a leak‑proof bag (plastic, etc.) so that even in case of damage, spilled contents do not harm the rest of the parcel or other parcels. Semi‑liquid substances, greases, or strong‑smelling substances should be sealed with adhesive tape and wrapped in grease‑resistant paper.
Powders must be packed to prevent spillage and damage to other parcels. Pack them in a hermetically sealed bag and then add additional protection inside a box of appropriate size.

When sending car parts, the entire contents of the parcel must be fully protected, meaning the contents must not be visible through the packing material and must be protected on all sides.

If you are sending a bicycle, it must be shipped disassembled into parts, with appropriate internal protection for sensitive components.

Leaflets, brochures, and documents must be wrapped in packing paper and placed in a box of appropriate size.

When sending books, additionally protect the edges with cardboard and place them in a box of appropriate size.

This type of product must be shipped in a cardboard tube closed on one end. The tube must be made of material (cardboard) suitable for automatic and mechanical parcel sorting.

Pack maps and blueprints in an appropriate box/tube. Seal both ends tightly to prevent the contents from falling out. The tube must be made of material (cardboard) suitable for automatic and mechanical parcel sorting.

They must be protected with multi‑layer bubble plastic and additionally wrapped with cardboard.

Each sharp item must be packed separately and all edges must be well wrapped.
Place the packed item in an appropriate box and use void fill (paper, polystyrene, bubble wrap, etc.). If you are sending multiple such items, prevent them from touching each other.