How long to leave it before i have evidence of a damaged parcel

ELK84

I recently sent items to Italy for someone's kitchen refit. they contacted me on 25 Feb to say that some items were damaged in Transit. I apologised and requested photos so i knew what needed to be replaced and to claim on the shipping insurance. 2 days later they said they didn't know but would look through the parcel and let me know later on.

I have heard nothing from them and its now 5 March. The tracking says the parcel is still in customs too.

I'm starting to wonder what is going on, which i know is suspicious of me it seems strange as if there's a problem most people provide this information quickly. 

How long do I give them to provide me with the information i need?

martindow

Is this an Ebay sale and did you use GSP?  Re the tracking, it is possible that it has not updated and the buyer does indeed have the parcel. 

ELK84

No it some artwork that was sold privately and so they did it by bank transfer. I'm afraid i don't know what GSP is.
It is possible they tracking hasn't been updated so if they do have the parcel how long do i continue to wait for the information. Do i give them until i can no longer put in an insurance claim through the shipping company

ELK84

Just looked up GSP. 
I filled in all the import information required and i did inform the buyer of the import tax/customs

savergrant

ELK84 said:

Just looked up GSP. 
I filled in all the import information required and i did inform the buyer of the import tax/customs

What does the buyer want?
Did the buyer sign for the parcel 'in good condition' because if so it will be hard to show that the damage occurred in transit.

Ultimately unless the buyer contacts you with full details you can't do anything. Having paid by bank transfer they are not in a strong position.