Shipping insurance for your purchases
Covid 19 and deliveries
“According to the rules to contain the contagion, in these days of public health emergency, drivers have the right to deliver the goods without the customer's signature.”
However, we remind you that this does not exempt you from making a certain reserve in the event of external damage to the delivery.
Therefore we remind customers that in case of damage to the delivery they must request and ensure that the driver introduces the SPECIFIC RESERVE (riserva specifica), otherwise it will not be possible to activate the insurance with which the goods will be transported, and to intervene in case of damage transport and a claim is necessary, directly from the customer to the transport company and, where appropriate, counter with self-appointed delivery officer.
In summary, if the package is damaged, the customer has the right and obligation,
- request the insertion of a SPECIFIC reserve (riserva specifica) and ensure that this is done by the driver, immediately reporting the incident to the responsible transport company and FeelDesign Customer Service.
or
- refuse the shipment and report the incident to our customer service, who will file a complaint with the courier to return the shipment strictly subject to certain reservations.
Take photos of the damage found before opening the package.
The goods sent by FeelDesign always travel insured.
Our company is committed to protecting the customer in case of damage or shortage in transit.
In order to be able to claim this insurance cover, the customer is obliged to comply with the conditions signed with the purchase contract in accordance with Section 8 of the General Contract Conditions after receipt.
- What to do after receiving the product if the courier is still present?
- What to do when delivering damaged packages and how to enter the specific reserve?
- How does the specific reserve fit in?
- Signature on paper
- Signature on electronic handheld
What to do after receiving the product if the courier is still present?
-
Check the integrity of the packaging in all its parts
Check that the delivered packaging is intact and has no signs such as dents, holes, etc.
Make sure that household appliances are delivered correctly vertically (e.g. washing machines cannot be delivered upside down)
If there are glass parts or the product is particularly fragile, be very careful and check if there are any suspicious sounds of suspected breakage of the contents coming out of the packaging when moving the packaging; in this case, it is advisable to refuse the shipment or always report the matter to the driver through the specific reserve ("specific reserve of glass noise").
- Check the number of packages delivered: It is necessary to verify that the number of packages delivered corresponds to that indicated on the delivery note and to report missing items over a certain reserve.
In these cases,
Sign SPECIFIC RESERVE (Riserva Specifica)+ Description of the anomaly found (Defect or damage), otherwise compensation for loss/damage is not possible.
- If the packaging is intact, take a photo of the packaging to prove its integrity: The specific reservation relates only and exclusively to the condition of the packaging, therefore it cannot be inserted if the packaging is intact, and the courier will be required to have the status of the contents.
In these cases, any problems will be sent back to the manufacturer, who will be asked to intervene under the warranty.
In order to exclude transport damage, photo documentation is required to prove the integrity of the packaging upon delivery; in this way, transport damage can be excluded, otherwise it cannot be ruled out that the damage was caused by transport and free intervention under the warranty cannot be guaranteed.
What to do when delivering damaged packages and how to insert the specific reserve?
In the event of damage to the package, immediately claim the shipment by making the following statement on the courier's delivery note:
SPECIFIC RESERVE (Riserva Specifica) + description of the anomaly found (e.g. punctured cardboard, broken styrofoam or other)
In this way it is possible to activate the insurance of the shipment and, in the event of actual damage to the goods, to initiate the compensation procedure.
How do I report transport damage? Send report to the following address
servizioclienti@feelcompany.it
The report must contain the following information:
- ORDER NUMBER AND NAME TO WHICH THE ORDER WAS PLACED
- PHOTO OF THE PROBLEM IN DETAIL
- PHOTOS OF THE WHOLE PRODUCT
- PHOTOS OF THE PACKAGING OF ALL SIDES
Achtung: The law (1698 of the Italian Civil Code) stipulates that transport damage must be reported no later than . be reported
8 calendar days from delivery
In the event of failure or incorrect insertion of the reserve I2W S.r.l. cannot be held responsible for damage in transit, so it is always necessary to make sure what has been entered and what you need to confirm with your signature.
Remember to only use the phrase "Specific reserve for + damage found" (riserva specifica + danno riscontrato ).
Entries such as "Reserve (inserted generically),", "Control reserve", "Reserve for goods to be checked" etc. are not contestable at insurance level and do not protectin the event of damage!
Wording that differs from the specific reservation indicates the declaration of a intact packageat the time of delivery or failure to report from anomalies due to transportation and does not entitle to any compensation.
APPEAR THE RESERVATION AND A RIGHT OF THE CUSTOMER. IF THE COURIER SET UP, PLEASE REFUSE DELIVERY AND CONTACT OUR CUSTOMER SERVICE IMMEDIATELY AT 055611662
It is recalled that according to Article 1639 of the Italian Civil Code, the courier is liable for any damage caused to the goods by the carrier from the moment he receives them until the moment of delivery and cannot refuse the reservation if at damage is detected during the delivery.
How to enter the specific reserve (Riserva Specifica)?
Below are the instructions for placing the specific reserve, both with a paper coupon and with an electronic handheld.
3.a Signature on the piece of paper:
At the time of delivery, the customer is obliged to carefully inspect the package and fully indicate it on the courier slip
IN THE SIGNATURE FIELD any damage that is present by signing with special reservation, e.g. "reserve for damaged/scratched/stained/opened packaging" and so on.
Some couriers, such as B. Energo, have a special field in the slip for the signature if the packaging is damaged.
For the kind attention of the recipient
With his signature, the recipient declares that the product is intact and that he has received the services listed, if some or all of the services have not been provided, please indicate this in the comments field.
S02 – Curbside/curbside delivery
Just sign in the appropriate box
INTACT PACKAGING DAMAGED PACKAGING
SIGNATURE SIGN ONLY IN THIS BOX SIGNATURE Sign here in case of damage
IF THE PACKAGE LOOK PERFECT
NOTES (write in legible form)
REPORT ADVANCED DAMAGE DETECTED e.g. product scratched at the opening - packaging dented etc.
SIGNATURE OF THE CARRIER:
Signature on electronic handheld
If the goods are intact, the courier must specific reserve (Riserva Specifica)- and select non-reserve items and write the reason for the reservation in the notes (damaged/stained/scratched package etc.)
!!!DANGER!!!
There are 2 types of reserves available on the BRT handheld:
- Reserve for intact goods: completely unusable for insurance purposes
- specific reserve: the only valid one to obtain compensation for damage in transit.
MAKE SURE THE DRIVER DOES NOT SELECT A RESERVE FOR INTACT GOODS. In these cases, the insurance will not be activated and damages will not be reimbursed.
It is therefore important to verify what you are signing by asking the courier to verify entry of a specific search on the electronic handheld and to view confirmation of the reserve entry referred to in point 4.
Here are some explanatory photos of the BRT handheld screen how the driver has to put the specific reserve on the handheld:
- Click on the selection arrow of the reserve field
- At this point a screen will open where you can select the "Specific Reserve" (RIserva Specifica) field (NOT INTACT GOODS)
- Enter the reason in the NOTES field, e.g. "reserve for damaged package" "dented"
- Expect the courier to see the confirmation screen that the designated reserve has been sent in the correct manner
This last step proves to be particularly important because the application of the signature confirms the driver's input, which is not disputed by FeelDesign.
Because the courier will also take the product out of the box when it is delivered to the ground and/or when it is installed. PLEASE ONLY SIGN THE COURIER'S COUPON IF YOU ACTUALLY FOUND THE PACKAGING IN INTACT CONDITION.
For more information do not hesitate to contact us.