Question 1

How long can the parcel stay at the Delivery Point?

Accepted Answer

The parcel may stay at the Delivery Point for up to seven days. If it is necessary to extend the storage of the parcel or change the recipient's data, you can contact Qwintry’s support chat or email us at help@banderolka.com.

Question 2

Selection and modification of the Delivery Point.

Accepted Answer

If the parcel’s shipment just got created, you can still make changes yourself in your Personal Account in the "Packed" tab. You will see the button "Change shipment" on the right, by clicking that button you can make all the necessary changes. If you cannot change the information using the "Packed" tab, you need to send all your new information to help@banderolka.com.

Question 3

How can I change the delivery method from the Delivery Point to the courier?

Accepted Answer

If the parcel’s shipment just got created, you can still make changes yourself in your Personal Account in the "Packed" tab. You will see the button "Change shipment" on the right, by clicking that button you can make all the necessary changes. If you cannot change the information using the "Packed" tab, you need to send all your new information to help@banderolka.com.

Question 4

At the Delivery Point, it is suggested to sign for the parcel without checking it first. Why?

Accepted Answer

Delivery Point employees do not know what is in your parcel, and should not be present during unpacking. If the package is not damaged, it is being transferred to the recipient. If during transmission you notice an external damage to the box, you need to check the parcel’s contents in the presence of post office employees, at the same time you need to videotape the unpacking process.In case if any of the items in the parcel are lost or damaged, you have to put together the acts, and take photos of all the packaging and enclosures. Also, you can refuse to accept the parcel. We advise you to carefully inspect the outer packaging from all sides - the cuts and cracks on the boxes may not be noticeable at first sight.

Question 5

I did not have time to pick up the parcel within 7 days from the Delivery Point. What should I do?

Accepted Answer

All parcels that were not picked up by the recipients are returned to the temporary storage warehouse in Moscow. When the parcel arrives to the warehouse, Qwintry’s help desk is being notified, and our specialists contact the sender. The re-delivery cost to the Delivery point is 350 rubles. Additional payment is made upon receipt of the order. For a number of distant from Moscow regions, the cost of re-delivery is calculated individually, based on the rates of courier service.

Question 6

How long can the parcel stay at the courier?

Accepted Answer

The courier will try to deliver the parcel three times. If the courier called recipient’s specified number but did not get the answer, the delivery is postponed to the next business day. The day off for couriers in Moscow and St. Petersburg - Sunday, in the regions courier delivery runs from Monday to Friday.

Question 7

I did not have time to pick up the parcel from the courier. What should I do?

Accepted Answer

All parcels that were not picked up by the recipients are returned to the temporary storage warehouse in Moscow. When the parcel arrives to the warehouse, Qwintry’s help desk is being notified, and our specialists contact the sender. The cost of re-delivery by courier is 400 rubles. Additional payment is made upon receipt of the order. For a number of distant from Moscow regions, the cost of re-delivery is calculated individually, based on the rates of courier service.

Question 8

The courier brought the parcel, but does not want to wait until I check its contents. What should I do?

Accepted Answer

The courier does not know what is in your parcel, and should not be present during unpacking. If the package is not damaged, it is being transferred to the recipient. We always advise you to videotape the unpacking process so that in case of loss or damage of any items, it will be faster to receive insurance payments.

Question 9

Do I need to videotape the unpacking process on camera?

Accepted Answer

Yes, because if an insured event (damage or loss of goods) occurs, we request a video of the unpacking process. In order to properly assess the situation, we need a video of unpacking, starting from the moment when the box is completely sealed and has Qwintry’s signature tape on it. Before unpacking the parcel should be shown in details from all sides. It should be entirely present in the video frame the whole time during unpacking. We recommend videotaping the unpacking process even if you do not have the insurance. If you have any questions about the package or the contents of the parcel - the video will help you clear the situation faster.

Question 10

I have noticed that the parcel was opened. What should I do?

Accepted Answer

If you noticed an external damage to the box, you need to open and check its contents in the presence of post office employees and also need to check the declaration. In case if any of the items in the parcel are lost or damaged, you have to put together the acts, and take photos of all the packaging and enclosures.  Also, you can refuse to accept the parcel. We advise you to carefully inspect the outer packaging from all sides - the cuts and cracks on the boxes may not be noticeable at first sight.

Question 11

I have noticed that some of the items I ordered are missing from the parcel.

Accepted Answer

In this case you need to contact us at help@banderolka.com and provide us a link to the video recording of the unpacking process (the video can be downloaded to any free hosting - for example, Youtube or Google Drive). In addition, we will need the purchase and shipment confirmation of items with visible names, cost, delivery address and tracking number. Claims are accepted within 7 days after receiving the parcel. We also strongly recommend using our special requests service to photograph the items when the parcel gets to Qwintry’s warehouse - this will help to make sure that the store has sent the entire order in full, and parcel’s contents are in accordance with the order.

Question 12

After receiving the parcel, I found out that some of the items were damaged. How can I get compensation?

Accepted Answer

In this case you need to contact us at help@banderolka.com and provide us a link to the video recording of the unpacking the process (the video can be downloaded to any free hosting - for example, Youtube or Google Drive). In addition, we will need the purchase and shipment confirmation of items with visible names, cost, delivery address and tracking number. Claims are accepted within 7 days after receiving the parcel. We also strongly recommend using our special requests service to photograph the items when the parcel gets to Qwintry’s warehouse - this will help to make sure that the store has sent the entire order in full, and parcel’s contents are in accordance with the order.