At Meroda Cosmetics, we understand that shipping mishaps can happen. If you opted for Premium Shipping Insurance, your order is protected against loss, missing items, damage, or theft—ensuring a hassle-free resolution in case of any issues.
If any of these unfortunate events occur during your delivery process with our third-party carriers, we will handle the claim on your behalf and provide a replacement order or a refund, based on your preference.
How to File a Claim
To submit a claim, follow these simple steps:
Go to Our "Help" Portal
Visit our website and click on the "Help" button.
Select "Premium Shipping Insurance" from the drop-down menu.
Follow the guided steps to submit your claim.
Prepare the Required Documentation
Ensure you have all the necessary details and supporting evidence (photos, reports, tracking details) before submitting your request.
Premium Shipping Insurance Coverage & Requirements
1. Missing Package Claims
1. Missing Package Claims
Waiting Period:
Europe: You must wait 2 days after the estimated delivery date before filing a claim.
Rest of the world: You must wait 3 days after the estimated delivery date.
Tracking Shows Delivered, But You Didn’t Receive It?
Wait 1 day before starting a claim.
First, check with neighbors, local pick-up locations, or your building’s reception.
2. Incorrect Signature on Delivery
2. Incorrect Signature on Delivery
If the package was signed for, but the signature does not belong to you, you must:
Provide a sample of your own signature to confirm the discrepancy.
3. Stolen Packages (€100+ Value)
3. Stolen Packages (€100+ Value)
For stolen packages valued over €100, the following is required:
Police Report: You must file a police report and submit the report number.
Supporting Evidence: Provide any available photo/video proof, such as security camera footage.
4. Damaged Packages
4. Damaged Packages
Photo Evidence: Clear photos of the damaged product must be provided.
Timing: Take pictures as soon as you notice the damage and submit them promptly.
Claim Processing & Required Documents
Once your claim is submitted via the Help Portal, we will process it without unnecessary delays and either send a replacement order or issue a refund.
Documents Needed:
✔ Detailed Description: Explain what happened with your order.
✔ Commercial Invoice: A document listing item prices and the total amount.
✔ Photo/Video Evidence: Proof of the issue (damage, incorrect item, etc.).
✔ Tracking Reference Number: If returning an item, provide the return shipment tracking details.
✔ Police Report Number: Required for stolen packages valued over €100.
Important Timing Notice
File your claim as soon as possible while following the waiting periods above.
Claims must be submitted within 30 days from your order date.
If your claim is filed after 30 days, we will be unable to process a refund or reshipment.
By following these guidelines, you can fully utilize your Premium Shipping Insurance and ensure a smooth resolution to any shipping issues.