[Raccoon]

You can play the COVID card aka you are self isolating and thus cannot leave the house and file a police report. Since this is a gift for someone special you have to get it by XX amount of time/by XX date and so on.

When was your previous SE with them from this account? Or is this a new account?

the last SE is from June, one month before the current SE, since then i Have ordered 7 different legit items with an overall value of 90 euros. I think i also told them about it being a gift but they insisted with the police report

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As far as any company Is concerned, every SE Is a legit claim, so you shouldn't have changed your account details.

They will not disregard the police report- It's required to move forward with your claim. You can say that you're In lockdown, and have no way of attending the police station.

EDIT: I posted this around the same time as @"thrw7878", so our advice matches with the PR.

I'm from Italy and here the quarantine ended around May/June