Order Insurance Policy

How to File a Claim for Lost, Damaged, or Stolen Orders

If your order is lost, damaged, or stolen during transit, we make it easy for you to get a resolution without waiting weeks for claims to be processed. With just 3% of the total order value, you can protect your parcel and receive a replacement right away if all items are in stock. If some items are out of stock, we will offer a credit note or refund instead.

What We Consider Lost
Shipment marked as ‘Delivered,’ but you haven’t received it:
If the tracking information shows that your package has been marked as delivered, but you have not received it, please wait up to 5 working days. Sometimes the courier prematurely marks parcels as delivered and attempts redelivery. The parcel may be in a secure location on your property or with a neighbor.

Tracking not updated for an extended period:
If your tracking hasn’t updated and you’re more than 50% past the expected delivery date, we consider this a delay. Here’s the shipping time expectation by method:

Standard Shipping (Domestic): 10 working days
Quick Shipping (Domestic): 5 working days
Express Shipping (Domestic): 3 working days
Passport (International): 17-19 days
UPS Expedited (International): 4-5 working days
UPS Express (International): 2-4 working days

If the delay is related to a high volume of parcels in the network, we will consider it a delay, and a refund or replacement will be offered.

What We Consider Damaged
Items arrived damaged:
If your items arrived broken, crushed, torn, or in any other damaged condition during transit, we will consider them damaged.
Missing items due to packaging opening in transit:
If part of your order is missing due to the box or packet opening in transit, this will be classified as damage.

In these cases, please reach out to us immediately with photographic evidence of the damaged or missing items for us to resolve the issue promptly.

What We Do Not Cover
Missing parcels or redelivery fees due to incorrect address information:
If you provided an incorrect address, we are not responsible for missing parcels or redelivery fees. Always double-check your shipping details when placing an order.
Delays in transit:
We cannot cover delays caused by shipping carriers or adverse weather conditions.
Orders marked as unfulfilled or unshipped:
If your order is marked as unfulfilled or unshipped, this may be due to inventory issues or dispatch delays. We will inform you of any issues in this regard.
Orders stuck in customs:
We cannot be held responsible for any customs delays. If your order is delayed due to customs processing, it is beyond our control.
Parcels left outside:
If you requested items to be left outside your property, we cannot process claims for missing items. This is in line with carrier terms and conditions.