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.