We pride ourselves on being the most convenient and stress-free service for selling all your vintage items at once. That's why, when you use Arcavindi , you can rest assured knowing your box is in good hands from the moment it leaves your home until the day it arrives at our facility in the Netherlands.
Whether you take your Box to your local collection point or arrange a home collection with one of our trusted partners, your items will automatically be insured up to 300 euros.
If you would like additional coverage for your higher-value items, please contact our friendly customer service team and we will upgrade it for you free of charge.
Production date: 09/10/2023
1.1 This insurance policy (Insurance Policy) forms part of the Contract. Terms defined in the Contract shall have the same meaning in this Insurance Policy.
2.1 Each box sent to Arcavindi and tracked by our parcel provider is automatically insured up to a maximum of €300, with proof of contents.
2.2 If you believe the combined value of the items you wish to send us exceeds €300, please email a photograph of all your items to hello@arcavindi.com and request that we increase your insurance coverage. If our appraisers then determine that the value of your items exceeds €300, we will increase your insurance coverage according to our tiered system:
2.3 To increase your insurance level, we will ask you to provide as much detail as possible to support your claim that the items in your box are worth more than €300. This may include a detailed description of each item, photographs, and, where possible, supporting documentation such as appraisal documents, certificates of authenticity, receipts, or other relevant documentation (your "Evidence").
2.4 Arcavindi will review all the information and evidence you provide to determine if your Box qualifies for a higher insurance level. If Arcavindi agrees that your items qualify for a higher insurance level, we will confirm this to you in writing via email.
2.5 You understand and agree that if we confirm that your Safe Deposit Box qualifies for a higher Insurance Level, this does not mean we have any obligation to make an offer for your Safe Deposit Box at a value equal to or higher than that Insurance Level. Offers are only made after the valuation process described in the Contract.
2.6 Arcavindi aims to respond to all customers by email within 1 working day to confirm whether a Box qualifies for a higher Insurance Level, but any delay in Arcavindi 's response will not mean that we accept that your Box qualifies for a higher Insurance Level. Insurance levels can only be increased with Arcavindi's express written consent .
2.7 If we do not agree to offer you a higher level of insurance, you may send us your box for assessment, but you will do so at your own risk.
3.1 If we have informed you that your Box qualifies for Insurance Level 2 or Insurance Level 3, do not send your Box to us unless we specifically instruct you to do so in writing. Instead, Arcavindi , at its sole discretion, may:
3.1.1 Arrange the collection of the box ourselves; or
3.1.2 will arrange an appraisal at the location where the box is found (or the individual item, if that individual item meets the requirements for level 3 insurance).
3.2 The box must be properly packed. Please ensure that you pack all items carefully and according to the specific instructions we provide. For guidance on how to pack your mailbox, please visit one of our partner websites, such as ParcelForce's guidelines: https://www.parcelforce.com/sites/default/files/3890_A4_Contract_Tariff_Packaging_Guidelines_AW_09-06-21.pdf .
If we have arranged for us to collect your mailbox, you must ensure that it is properly packed before they arrive. Our courier is under no obligation to assist you in packing your box. If your items are damaged in transit as a result of inadequate or insufficient packaging, your box will not be insured, and Arcavindi will not accept any liability for such items.
3.3 If your Box contains any Restricted Category items, as set out in clause 4.1 of the Contract, your insurance for the entire Box will be invalidated, and Arcavindi will not be liable for any damage to Items shipped in the same Box as the Restricted Category Items.
3.4 You must obtain a receipt for the shipment of your Box, which must contain the tracking number. If we have arranged for us to collect your mailbox, your courier will provide you with a receipt at the time of collection, which will contain the tracking number. You may only submit a claim (as defined below) in the event of a lost mailbox if you have the receipt and the tracking number.
3.5 Your name and return address must be clearly displayed on the mailbox.
4.1 Before submitting a claim: If you believe your mailbox or any of the items inside has been lost or damaged during transit or when returned to us, please gather all possible evidence to support your claim. If you cannot provide any evidence to support your claim, Arcavindi may not be able to accept it.
4.2 Time limits for submitting a claim: You must submit any claim within the following time limits:
4.2.1 Lost Box: 28 days after the box is shipped. Up to 10 working days will be allowed for the external postage partner to complete their investigation.
4.2.2 Damaged or lost items: 28 days from the date you sent the items to us or we returned them to you.
4.3 Making a complaint: To make a complaint, please call us or fill out a complaint form and email it to us (a "complaint"). Please ensure that all contact details, including your phone number, are correct.
4.4 Acknowledgment of receipt of a complaint: If you have submitted a complaint by email, we will attempt to acknowledge receipt within one business day. We will contact you by telephone.
4.5 Claim Investigation : Upon receiving a claim, Arcavindi will investigate the matter and review any details or evidence you provided in your claim. Our investigation process includes, but is not limited to:
4.5.1 Review any relevant CCTV footage we have on site.
4.5.2 Interview employees or staff members who serviced your box.
4.5.3 Search the premises for missing boxes or items.
4.6 Investigation periods:
4.6.1 Missing box: 10 working days.
4.6.2 Damaged or missing items: 3 working days.
4.7 Notification of the result: We will notify you in writing if your claim has been successful.
4.8 Calculation of compensation: If your claim is successful, we will consider the level of insurance we have confirmed to you in writing, as well as any evidence you have provided. We will also analyze your items with our experts to determine the compensation amount to which you are entitled.
4.9 Claiming Compensation: Arcavindi will, at its option, transfer the Compensation amount to the bank account you designate or send you a check for the Compensation amount. You are responsible for ensuring that the payment details provided are correct. Arcavindi will not accept any liability if the Settlement is not received due to incorrect details provided by you.
4.10 Deadline to claim the Settlement: If you do not provide the payment details within 14 days from the date we request them, it will be considered that you have waived your right to claim the Settlement.
4.11 If your Box or item is found after a Liquidation has been issued, you must notify us or we will notify you as stated in the conditions.
4.12 If a refund is required, you will have 30 days to make it. Late payments may accrue interest as specified in clause 4.12.
