Insurance and Claims Process

At Lolita Fashion, we understand the importance of ensuring your purchases arrive safely and on time. That's why we offer Worry-Free Purchase, a comprehensive shipping protection plan provided by insurance company Seel. This service covers three main types of shipping issues: delay, loss, and damage. Here's everything you need to know about our insurance and the claims process.

Insurance Coverage

1. Delay

  • Domestic Shipments (ship to a Chinese address): If your package hasn't arrived within 10 days after being shipped, you are eligible for a $5 compensation (or the equivalent in your local currency).
  • International Shipments: If your package hasn't arrived within 30 days after being shipped, you are eligible for a $5 compensation (or the equivalent in your local currency).

2. Loss

  • Domestic Shipments (ship to a Chinese address): If your package hasn't arrived within 30 days after being shipped, it is considered lost.
  • International Shipments: If your package hasn't arrived within 60 days after being shipped, it is considered lost.
  • Compensation: In such cases, you will be compensated for the full value of the item as per your purchase amount (please note that it is without the shipping price).

3. Damage

  • Covers substantial damage (e.g., breakage, crushing, irreversible bending) that renders the item unusable.
  • Exclusions: Minor scratches, manufacturing defects, packaging errors, or unsealed items.
  • Compensation: Full refund of the item’s purchase price (please note that it is without the shipping price).

How to Purchase Worry-Free Purchase

1. Add Worry-Free Purchase to your order at checkout.

2. After purchase, you’ll receive a confirmation email from Seel with policy details and claims instructions.

3. Track your order and insurance status via 17Track using your shipping number.

How to File a Claim

1. Where to Submit a Claim

You can access the Seel Resolution Center to submit a claim request through the following methods:

  • Tracking Page: Find your protected order on the tracking page, click on the section, and click "Report an issue" to be redirected to the Seel Resolution Center.

  • Policy Confirmation Email: The link to the Seel Resolution Center is embedded in the confirmation email sent by Seel.
  • Direct Access: You can also visit https://resolve.seel.com/17track directly. In this case, you will need to manually enter your email address and Worry-Free Purchase policy ID (or order ID) to log in to the Resolution Center.

2. Steps to Submit a Claim

1) Log in to the Seel Resolution Center: If you access the Resolution Center from the tracking page or the confirmation email, your login information will be automatically filled in. If you visit the direct link, you will need to manually enter the information.
2) Choose the Issue Type: After logging in, select the type of issue you are experiencing (delay, damage, or loss).

3) Provide Supporting Documents:

  • For Damage Claims: Upload clear photos of the carrier packaging, product packaging (if applicable), and the damaged items. 
  • For Loss Claims: If the shipment is marked as "lost" by the carrier, or if domestic shipments haven't shown a "delivery" scan 30 days after shipment (or international shipments haven't shown a "delivery" scan 60 days after shipment), no additional proof is required. However, if the shipment has shown a "delivery" scan but was not received, you may need to provide one of the following supporting documents:
    • Police report
    • Security footage
    • Carrier letter
    • Written documentation from an authority/leasing office detailing the incident
  • For Delay Claims: No supporting documents are required. These cases will be automatically judged based on the tracking information of your package's tracking number.

Note: For the first occurrence of such a situation, Seel will provide compensation without requiring any supporting documents. However, if the same situation occurs again, supporting documents will be mandatory.

Payout Options

Once your claim is approved, Seel supports payout in the following four options:

  • PayPal: Supports multi-currency transfers. Funds arrive instantly once the claim is approved.
  • Venmo: Supports USD transfers. Funds arrive instantly once the claim is approved.
  • Direct Deposit: Supports USD transfers via a US bank account ACH transfer. It takes 1-3 business days for the funds to arrive. This option is only available for transactions in USD.
  • Tremendous: You will receive your payout in the form of a virtual Visa card.

You can choose your preferred payout method in the last step of the claim submission process.

Insurance Coverage Countries

Our Worry-Free Purchase shipping insurance service is currently available for shipments to the following 14 countries: United States, Canada, Australia, New Zealand, United Kingdom, Germany, France, Netherlands, Spain, Italy, Belgium, Austria, Portugal, and Ireland. 

For shipments to other countries, insurance is not currently supported. We will update this information as more countries are added in the future. Thank you for your understanding.

Important Notes

  • Claim Submission Deadline: All claims for delay, loss, or damage must be submitted within 120 days from the date of purchase. Claims submitted after this period will not be accepted.
  • Carbon Neutral Shipping: Seel provides carbon-neutral shipping support for domestic transportation, promoting eco-friendly consumption.

We hope this information helps you understand our shipping protection plan better. If you have any questions or need further assistance, please do not hesitate to contact us at support@42lolita.com.