Safe Delivery is only available for postage labels purchased through Reverb.
To open a Safe Delivery claim:
- Go to your Orders page and find the order for the item that was damaged or lost.
- Select the Make a Claim button, where you'll be directed to XCover.
You’ll get an email from XCover with a link to activate your account. Once activated, you can view/file claims and get in touch with XCover.
- Follow the directions on the page to submit a claim.
XCover may request photo and/or video documentation to help with the evaluation.
Safe Delivery guidelines
- Buyer should keep all original packaging until the claim has been resolved.
- Claims for damaged shipments should be reported no later than 14 days after delivery.
- Claims where the status is "not delivered" must be reported no later than 30 days (60 days for international shipments) after the shipped date (shipment accepted by courier).
- Safe Delivery also covers package theft after delivery. These claims must be submitted within 10 days of the package being marked as ‘delivered’ by the courier, but not received by the customer.
- Reimbursement will not be provided when loss or damage is the result of improper, inadequate, or unsafe packaging. This shall be determined at XCover's sole discretion.
- The maximum reimbursement will not exceed the declared value + delivery costs when Safe Delivery is purchased.
Important Safe Delivery stipulations
- Signature requirement is mandatory on all labels with Safe Delivery.
- Neither Safe Delivery nor postage labels on Reverb are available for items with a sale price of £10,000 or more.
- For international parcels, Safe Delivery and postage labels on Reverb are unavailable for orders exceeding £2,500.