Shipping Protection

Shipping Protection is an optional service you can add to your order at checkout for a small one time fee. It is not selected by default, and your order ships with free tracked delivery whether you add it or not.

What it is

Shipping Protection is a service guarantee provided directly by Avoletti. It is not an insurance policy and it is not underwritten by a third party insurer. What you are buying is our commitment to handle the problem for you.

What we do if something goes wrong

If your parcel is lost, stolen or arrives damaged, we take over the entire process on your behalf. That means we open and chase the claim with the shipping carrier, follow it through to a conclusion, and keep you updated. You do not have to contact the carrier, fill in their forms, or chase anyone yourself.

Once the case is resolved we will either:

  • Resend your order free of charge, subject to availability, or
  • Refund you in full if a replacement is not possible or if you prefer a refund.

How to make a claim

Email hello@avoletti.com with your order number and a short description of the issue. For damaged items, please include a photo. We ask that you contact us within 30 days of the delivery date, or within 30 days of the last tracking update if the parcel never arrived.

What is not covered

  • Orders where an incorrect or incomplete delivery address was provided at checkout.
  • Parcels marked as delivered and later refused or returned by the recipient.
  • Claims raised more than 30 days after delivery or after the last tracking update.
  • Delays alone, where the parcel is still in transit and has not been declared lost by the carrier.

Where it applies

Consumer protection law differs from country to country. In some jurisdictions the seller is legally responsible for a parcel until it reaches you, and in others that responsibility sits with the carrier or the buyer. Shipping Protection is our voluntary commitment to resolve the situation for you regardless of which rules apply locally. Where local law already grants you stronger rights, those statutory rights are unaffected and always take priority over this page.

The fee

The Shipping Protection fee is charged once per order and is shown as a separate line in your cart before you pay. Because it is optional, you can remove it at any point before completing your order. The fee itself is refundable if you cancel your order before it ships. If you return an order under our normal refund policy, the protection fee is not refunded, since the service was available to you for that delivery.

Questions

Email hello@avoletti.com and we will help.