Order Protection Policy
At Vellure Paris, we take every measure to ensure your order reaches you in perfect condition. However, once your package leaves our facility, it enters a journey we cannot fully control. Order Protection (€3,95) is our optional coverage that ensures you are fully protected against every scenario — not just the ones the law requires us to cover.
What Every Customer Already Has — For Free
As an EU consumer, you are legally entitled to the following coverage on every Vellure Paris order, at no extra cost:
-
Manufacturing defects confirmed at the time of delivery
- Shipping damage clearly caused during transit, supported by photographic evidence submitted within 14 days of delivery
These are your legal rights and require no additional purchase. We honour them fully.
What Order Protection Adds
Standard legal coverage does not protect you against everything. There are real situations — lost packages, stolen deliveries, disputed damage — where without Order Protection, we are unable to intervene on your behalf.
For just €3,95, Order Protection extends your coverage to include:
| Situation | Without Order Protection | With Order Protection |
|---|---|---|
| Manufacturing defect | Covered | Covered |
| Clear shipping damage | Covered | Covered |
| Package lost in transit | Not covered | Covered |
| Package stolen after delivery | Not covered | Covered |
| Disputed or unverifiable damage | Not covered | Covered |
| Carrier delivered to wrong address | Not covered | Covered |
For every covered event under Order Protection, you will receive either a full replacement or a full refund — your choice.
Definitions
Lost in Transit — Your tracking has shown no movement or update for 10 or more consecutive business days after dispatch, and the package has not been delivered.
Stolen After Delivery — Your tracking confirms the package was marked as delivered, but you did not receive it. This includes porch theft and missing parcels in shared delivery locations.
To process a theft claim, customers must provide a copy of an official police report filed within 7 days of the confirmed delivery date. Claims submitted without a valid police report will not be processed.
Disputed or Unverifiable Damage — Damage is present upon delivery but cannot be clearly attributed to a manufacturing error or carrier mishandling. Without Order Protection this falls outside standard coverage. With Order Protection, we resolve it in your favour.
Carrier Address Error — Your package was delivered to an incorrect address as a result of a carrier error, not an error in the address you provided at checkout.
How to File a Claim
All claims must be submitted within 14 calendar days of your expected or confirmed delivery date.
To file a claim, email us at vellureparis@gmail.com with the subject line "Order Protection Claim — [Your Order Number]" and include the following:
- Your order number
- A clear description of the issue
- Your tracking number and a screenshot of the tracking status
- Photographic evidence where applicable (damaged item, empty packaging, delivery confirmation screenshot)
Incomplete claims may delay resolution. We reserve the right to request additional evidence where necessary.
Claim Processing & Resolution
Once we receive your claim, we will review it within 3 business days and contact you by email with the outcome.
If your claim is approved, you will be offered:
- A full replacement shipped to you free of charge, or
- A full refund processed to your original payment method within 10 business days
You choose which resolution you prefer.
Important Conditions
- Order Protection is per order and non-transferable. It applies only to the specific order it was purchased with.
- Order Protection must be added in your cart. It cannot be added after an order has been placed.
- Order Protection does not cover delivery delays without loss or damage, customer errors in shipping address, or returns and refunds governed by our Refund Policy.
- Claims submitted after 14 days of the expected or confirmed delivery date will not be accepted.
- Order Protection does not affect or limit your existing legal rights as an EU consumer.
Why Order Protection Is Worth It
Shipping across Europe means your order passes through multiple hands, carriers, and sorting facilities before it reaches you. Lost packages, stolen deliveries, and disputed damage claims are rare — but when they happen, the difference between having Order Protection and not is the difference between a resolution and a dead end.
For less than the cost of a coffee, Order Protection means that no matter what happens to your package in transit, you will always receive what you paid for.
Order Protection is offered and administered directly by Vellure Paris. For any questions regarding this policy, contact us at vellureparis@gmail.com.