The package is delivered but I have not received it, or it is tampered with. How do I behave?

We are aware that this could often be the result of a distraction, theft, misrepresentation, fraud or online scam.

Therefore we take every report very seriously and are committed right away to guarantee the best security, transparency to our customers, employees, partners and suppliers.

If through the courier tracking your shipment is delivered but without you actually receiving it, we invite you to carry out the following checks before opening any case:

if you live in a condominium with a concierge service, check if the package is at the concierge.
if other people live in the same address as you, check if the package was delivered to them.
if you have neighbors, make sure it hasn't been handed over to them.

Sometimes it may happen that some of your acquaintances collect the shipment for you and it is advisable that you do careful checks before a theft / denial procedure is opened.

In the event that you are sure that no acquaintance has collected the shipment for you, you can proceed with the opening of the signature disclaimer by informing MusicalStore2005 of the incident through this form.

MusicalStore2005 will proceed to set up an internal investigation by collecting all the relevant information and will inform the destination branch of the incident. For the purpose of a more detailed investigation, the courier could also set up an internal investigation and send the Driver again to the place of delivery for further checks.

Within 7 working days MusicalStore2005 will send a result of the practice or request further additional information useful for the investigation.

If accepted, MusicalStore2005 will process a full refund of your order.

In case of refused practice, (in the sense that the information collected was not useful to establish any responsibilities) MusicalStore2005 will forward a formal complaint to the competent authorities including all the documentation collected and will make itself available to the authorities for any clarification or doubt so that investigations can lead to a possible responsible as soon as possible.

Any reimbursement will remain suspended until the disputed facts and any person responsible for the offense have been verified by the judiciary.

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What are the delivery times and shipping costs?
Within each product sheet, information on shipping costs is indicated. The costs may vary according to the type of product, the price and the promotions in place. Generally the shipping costs are as follows:
- Standard shipping Italy € 7.90
- FREE standard shipping on orders over € 199
- Express shipping Italy € 10.90
Vip Products are low-priced items sold and / or shipped by MusicalStore2005 that can be purchased within an order whose total amount exceeds EUR 29 (shipping costs excluded). This way you will save on shipping costs.

Below you will find a summary of the costs and delivery times:
How long does the delivery take?
The deliveries and the times in which these take place always generate a bit of apprehension on the part of those who buy online. Furthermore, it may happen that you want to receive the purchased product with some urgency. During the purchase with MusicalStore2005, in the section dedicated to the finalization of the order, you can choose the type of delivery you prefer. At the same time you can see the estimated delivery times as shown in the image below:

Usually deliveries take place within 2/3 days from receipt of the shipping notification even if times may vary depending on the geographical area of the destination.

For more information on delivery times, please visit the following FAQ section What are the delivery times and shipping costs?

If your order is already shipped you will find the tracking and the name of the courier used for your shipment in your account following the path:
- My orders
- View order
- Track your order
For more information on the delivery date, check the order confirmation email we sent you immediately after purchase (and to be on the safe side also check the spam mail section).
What if a product has free shipping and I add another product that doesn't?

Shipping costs are always free if in your order, beyond the final value, there is at least one product eligible for free shipping.

Example:

Product 1 (eligible for free shipping)
Product 2 (not eligible for free shipping)

In this case the shipping costs will be free.

Read the FAQ: What are the delivery times and shipping costs?
Which courier do you entrust the purchased goods to?

We know that those who buy online may have preferred couriers based on their previous experiences. MusicalStore2005.com collaborates with various couriers and automatically entrusts its shipments based on internal organizational parameters.

Generally, based on a solid collaboration over the years, most of the shipments are entrusted to the GLS courier. However, among the other couriers we work with we list TNT, DHL, Nexive and BRT.
How can I check if the order has been shipped?
You can monitor the progress of your order and its shipment within your area on MusicalStore2005.
- From the menu on the left of your personal area click on My ordersI miei ordini
- You will access the details of your order. If the payment is received, as in the image below, then your order is being processed and the shipment will take place within the expected delivery times *:
* The expected delivery times are calculated based on the type of shipment chosen (standard or express) during the purchase phase and associated with your order.

As soon as your order goes to the 'Shipped' status, you will receive an initial shipping email. Then in the next 24 hours you will be notified of all the additional information of the shipment where you can check the tracking and the progress of the delivery.

You can read the FAQ:

Quando riceverò il tracking del mio ordine?

Quanti tentativi di consegna include la mia spedizione
How many delivery attempts does my shipment include?

The shipment includes 2 delivery attempts. Through the tracking on the courier's website you have the possibility to schedule the delivery at particular times of the day.

In the event that both attempts are unsuccessful due to your inability to be found at the completed address, the shipment will remain in storage at the competent courier branch for 3 days. In these 3 days you will have to arrange for the recovery of the goods independently.

If you are unable to recover the goods within 3 days, the shipment will be returned to the sender with a charge for the management costs incurred, costs that can range from a minimum of 20 euros to a maximum of 100 euros depending on the type of product purchased.

For help or information

If your order falls into this category, we invite you to send a request by filling out the following form.

Read also the FAQ:

When will I receive the tracking of my order?

How can I check if the order has been shipped?
Can I specify a destination address other than the billing address?

Yes, it is possible. During the purchase process you can enter a new shipping address different from the billing address. Uncheck the Ship to the same address box (as seen in the image below) and fill in the form with the new data:

You may also find the FAQ: Can I change my shipping information?
Can I change the shipping information?

You can change the shipping information only if your order has not yet been shipped and if the payment method used is not PayPal.

If you have used PayPal as a payment method and wish to change the shipping address, you will need to fill in the form requesting the cancellation and the relative refund before your order is shipped and then you will have to proceed with the insertion of a new order indicating the desired address.

Read also the FAQ:

Can I cancel an order that has already been shipped?

Can I change my personal data?

Can I change my billing information?

See the section dedicated to Returns & Exchanges
Can I cancel an order that has already been shipped?

We understand that sometimes it is not always easy to choose products online. During the purchases it may happen to notice errors in the choice of the product. Any errors and indecisions can be easily resolved before shipment, but if the order has already been delivered to the courier we are unable to block it.

But do not despair, if you have realized that the order placed is not what you wanted, you can always exercise the right of withdrawal.

In this case, read the section with the FAQ dedicated to Returns & Exchanges.
I have not received the shipment on the expected delivery date
Through the management processes of our warehouse we do everything possible to respect the expected delivery times. However, even if rarely, it can happen that the delivery dates are not respected and this can depend on unexpected factors and sometimes not in the full control of MusicalStore2005.

Delays can be due to various causes, we list some of them below:

Examples of delays:
- transport delays (both when the product arrives at our warehouses and at the customer's final delivery site). Delays may be due to unforeseen conditions concerning communication routes, weather conditions, geographical areas to be reached, etc.
- delays due to procurement by suppliers or shipments from the parent company, often without prior notice from them.
- while taking charge in the warehouse, you notice: damaged product packaging and / or broken product; inconsistencies on stock availability; product not compliant with shipment. These eventualities, in the absence of another identical product, lead to a replenishment from the supplier (and this could lengthen waiting times).
In addition, with regard to pre-order products as novelties or as a new supply already confirmed by the system, there may be postponements in the arrival date due to production, transport or customs.

In any case, you will receive advance communications that will give you the opportunity to wait for your arrival or request any refund.

If you have not received the order on the expected delivery date, we will carry out checks and updates on the status of your order. Send a request at this link.

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