Terms of service

Shipping Protection

 

We offer Shipping Protection as an optional add-on at checkout to help protect your order against loss, theft, or damage during transit.

 

If selected at checkout, Shipping Protection allows eligible customers to request assistance if their package is affected by a covered shipping issue.

 

What Shipping Protection Covers

 

Shipping Protection may apply to the following situations:

 

Lost packages – if your order is not delivered within the expected timeframe and is confirmed lost in transit

 

Damaged items – if your order arrives damaged as a result of shipping

 

Stolen packages – if your package is marked as delivered but is reasonably believed to have been stolen after delivery

 

What Shipping Protection Does Not Cover

 

Shipping Protection does not cover:

 

Incorrect shipping addresses entered by the customer

 

Delivery delays that do not result in loss

 

Packages delayed due to customs processing

 

Orders marked as delivered where insufficient evidence of theft is provided

 

Damage caused after delivery

 

Issues caused by customer error, unauthorized order changes, or refusal to accept delivery

 

How to File a Shipping Protection Claim

 

To request assistance under Shipping Protection, customers must contact us at:

 

 

service@feliorna.com

 

 

Please include:

 

Your order number

 

A description of the issue

 

Supporting documentation, if applicable, such as:

 

Photos of damaged items and packaging

 

Tracking information

 

Proof of delivery issue

 

Any other relevant details

 

Claim Timeframes

 

Claims must be submitted within:

 

30 days of the last tracking update for lost packages

 

7 days of delivery for damaged items

 

7 days of the marked delivery date for stolen packages

 

Resolution

 

If your claim is approved, we may, at our discretion:

 

Send a replacement item

 

Issue a refund

 

Provide store credit

 

Resolution will depend on product availability and the nature of the claim.

 

Important Notes

 

Shipping Protection is optional and must be selected at checkout to apply.

 

The Shipping Protection fee is non-refundable once the order has been placed.

 

Shipping Protection is not a guarantee against all shipping issues, but an added service to help resolve eligible transit-related problems.