Frequently Asked Questions

Which rules do I have to abide by for compensation of damages?

Rules in the event of damage

It is important that you follow the terms and conditions of the insurance. In addition the goods value must be provable and the package has to be packaged according to the instructions. europacco.com recommends giving the following information to the recipient of the package. The condition of the package has to be checked upon receipt. If the package shows any visible damage, this has to be noted on the transport document and signed by the recipient as well as the delivery person.
Such a package should also only be accepted with reservations. Example for the following rule: In addition the goods value must be provable and the package has to be packaged according to the instructions. europacco.com recommends giving the following information to the recipient of the package: The condition of the package has to be checked upon receipt. If the package shows any visible damage, this has to be noted on the transport document and signed by the recipient as well as the delivery person.

Example for acceptance with reservations: I reserve the right to further examine the content of the package for damages. In order to be eligible for compensation for damages, the damage has to be communicated within 48 hours of receipt of the package. Communication has to be in written form by e-mail to info@europacco.com. Simply write your shipping number and contact data into the relevant e-mail. You will be contacted shortly by the insurance company, asking for detailed documentation.

Complete documentation includes the following:

  • A copy of the product purchase invoice
  • A copy of the confirmation of payment, transport document or consignment note of the return consignment
  • Transport document (consignment note)
  • Copy of the transport document signed with reservations - with the known damages
  • Photos of the damaged goods
  • Photos of the internal and external packaging used
  • Detailed description of the damages by the recipient
  • In case of loss: Notice of loss/theft
  • Terms and conditions of the insurance

The following goods cannot be insured:

  • Valuables such as precious metals, precious stones, foodstuffs, liquids, jewellery, money, stocks, stamps etc.
  • Fragile objects such as glass or ceramics
  • Works of art and antiques, carpets and real fur, tobacco
  • Radioactive materials and nuclear fuels
  • Arms and ammunition
  • Live animals
  • Legally prohibited goods, e. g. medication
Period of insurance

The package is insured from the handover of goods to the courier to the moment of delivery of the package to the recipient.

Premium

The insurance premium applies to each individually insured package.

Competent court

The place of jurisdiction is Bozen/Bolzano.

Special arrangements

The standard insurance only applies for packages with a maximum weight of 50 kg. If you have heavier packages, please contact europacco.com's customer service at info@europacco.com.

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