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.
A parcel is officially considered lost if it has not arrived or has shown no tracking updates within 14 days from the date of dispatch. At this point, you become eligible for either a replacement or a refund under the Premium Shipping Insurance.
How to File a Claim
To submit a claim, follow these simple steps:
Reach out to our Customer Support Team
This is possible via chat and email at [email protected]
Please make sure to mention that you are reaching out about a Premium Insurance Claim.
Prepare the Required Documentation
Ensure you have all the necessary details and supporting evidence (photos, reports, tracking details) before submitting your request.
Verify Shipping Information - Confirm your shipping address and provide any updated details to assist us with processing your replacement or refund. - This is especially important to ensure accurate redelivery of lost or missing items.
Premium Shipping Insurance Coverage & Requirements
If you've selected a replacement order, we will ship it to you promptly. You can monitor the tracking updates shared in the confirmation email to know when to expect your new parcel. We'll ensure you stay informed throughout the process.
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.
While you must wait the specified periods before filing an initial claim, a package is officially classified as lost if it shows no tracking updates for 14 days from the dispatch date.
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.
Monitoring Your Replacement
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.