The Frequently Asked Questions

Do I need to videotape the unpacking process on camera?

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.

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

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.

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

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.

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

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.