SHIPPING PROTECTION
At Cíelo Fióra Atelier, we offer Shipping Protection as an extra layer of assurance for your order during the shipping process. This service provides peace of mind by covering loss during transit. Please note: Shipping Protection applies only during the shipping process and expires once the package has been marked as delivered.
What Does Shipping Protection Cover?
-
Loss during transit: If your order does not arrive and the tracking does not confirm delivery.
What Is Not Covered by Shipping Protection?
-
Theft after delivery: If the tracking information shows the package has been delivered, Shipping Protection is no longer applicable.
-
Product damage: Shipping Protection does not cover damage to the product or packaging.
-
Incorrect address provided: Shipping Protection does not apply if the address provided by the customer is incorrect.
-
Insufficient proof of loss/theft: In cases of suspected theft during delivery, a police report is required to support the claim.
How to Claim Shipping Protection
To file a claim under Shipping Protection, follow these steps:
-
Contact us within 30 days of the expected delivery date at support@cielo-fiora.com.
-
Provide the following information:
- Your order number
- A description of the issue (lost package)
- Supporting evidence, such as a police report for theft during delivery.
-
Review Process: We will review your claim within 5 business days.
-
Resolution:
- If approved, you will receive a replacement product or store credit equal to the value of your purchase.
- Refunds to the original payment method are not available.
Costs and Conditions
-
Optional: Shipping Protection is not automatically included. Customers may choose to add this service at checkout.
-
Non-refundable: The cost of Shipping Protection will not be refunded, even if no issues arise.
Relationship to Existing Policies
- Shipping Protection provides an extra layer of assurance during the shipping process. Once tracking confirms delivery, the protection expires.
- Issues occurring after delivery (e.g., lost or stolen packages) are covered under our Responsibility for Lost or Stolen Packages policy, where Shipping Protection does not apply.
Important: Please ensure the address you provide at checkout is accurate. Shipping Protection does not cover orders with incorrect address details.
For any questions or more information about Shipping Protection, contact our customer service team at support@cielo-fiora.com.
