Please find below the answers on the most frequently asked questions concerning shipping insurance:
- What’s MuranoGlassItaly’s Shipping Insurance policy?
MuranoGlassItaly is committed to ensuring the 100% satisfaction of clients! That’s why we insure all our shipments free of charge. In case your artwork arrives broken, please follow our Step-by-Step guide on “What if the artwork arrives broken?”
The MuranoGlassItaly Insurance policy in NOT applicable to damages caused by customers.
- What if the artwork arrives broken?
Step 1: Take pictures
Once you realize that the artwork is broken, you must take the following pictures:
- Picture of the broken artwork
- Picture of the packaging material
- Picture of the inside of the box
- Picture of the outside of the box
- In case you see a visible damage on the box, take a picture of it
Preserve the broken artwork, the packaging material and the box
Step 2: Contact us within 24 hours from receipt to signal that the artwork arrived broken by sending an email to [email protected]
From the time, you receive your artwork from our couriers, you have 24 hours to inform us about the damage by sending an email to [email protected]
As an attachment to the email include all pictures described at Step 1
Step 3: Wait for our confirmation email and further instructions
We will confirm the receipt of your damage claim and provide further instruction to you
Step 4: Allow the insurance agent to examine the broken artwork and the original packaging materials
An insurance agent will visit you to examine the broken artwork and packaging material. Therefore, it is important (as described at Step 1) that you preserve the broken artwork, original packaging materials and box.
In case you do not allow the insurance agent to examine the artwork and packaging materials or you dispose the either the artwork or the packaging materials or the box before the insurance agents examines them you will NOT be eligible for a refund.
Step 5: Follow the instructions of the insurance agent
During his visit, the insurance agent will provide you further instruction. The insurance agent will determine if you are eligible for refund or not.
In case you are eligible for refund, the insurance company will handle your claim, please follow the instructions of the insurance agent.
In case the insurance agent determines that you are not eligible for the refund, please ask him for further instructions.
Please note, that MuranoGlassItaly works with a 3rd party insurance company and cannot interfere neither the work nor the judgement of the insurance company. The insurance company has the sole discretion to determine if the insurance claim is rightful or not.