Lost & Damaged Package Policy

At Jewel Heels, we offer Package Protection at checkout to provide peace of mind if your order is lost or damaged during transit.

Orders with Package Protection

If you purchase Package Protection, we will resolve eligible lost or damaged package claims directly with you.

Benefits include:

• Fast replacement or reimbursement without waiting for the courier's claim decision.
• We handle the claims process on your behalf.
• No need to communicate directly with the shipping carrier for eligible transit-related claims.

Orders Without Package Protection

If you choose not to purchase Package Protection, any loss or damage occurring during transit will be handled through the shipping carrier's claims process, subject to applicable law.

For orders without Package Protection:

• The customer is responsible for filing any lost or damaged package claims directly with the shipping carrier where permitted.
• If Jewel Heels agrees to file the claim on the customer's behalf, no replacement or refund will be issued unless and until the shipping carrier approves the claim.
• If the carrier denies the claim, Jewel Heels is not responsible for providing a replacement or refund.

Courtesy Reimbursements

At our sole discretion, Jewel Heels may choose to provide a replacement or reimbursement before the shipping carrier has completed or approved its investigation.

Any such reimbursement is provided solely as a courtesy and does not constitute an admission of liability or establish a precedent for future claims.

If a courtesy reimbursement is provided before the carrier's claim has been approved:

• Shipping charges are non-refundable.
• If the carrier later denies the claim, no additional reimbursement will be provided.

Reporting Lost or Damaged Packages

To help ensure a timely investigation:

• Damaged packages should be reported within 7 days of delivery and include clear photographs of the packaging and damaged item(s).
• Lost packages should be reported promptly after the estimated delivery date.
• Customers must cooperate with any carrier investigation and provide any information reasonably requested to process the claim.

Definition of a Lost Package

A package is not considered lost solely because it is delayed in transit.

A package may be considered lost after the applicable waiting period required by the shipping carrier has passed and the carrier determines that a lost package claim may be submitted.

Packages marked as Delivered are generally not considered lost unless the shipping carrier determines that the package was misdelivered or otherwise qualifies for reimbursement under the carrier's policies.

By placing an order, you acknowledge and agree to this Lost & Damaged Package Policy.