Customer Service · Shipping
Shipping Protection & Claim Guide
Every order deserves to arrive in perfect condition. That's why, in partnership with Xcotton, an independent shipping-protection provider, we offer optional coverage against loss, theft, damage, misdelivery, and delays that occur during transit.
1. Scope of coverage
Shipping Protection is selected automatically at checkout, based on your order total. It is tied to the order and cannot be purchased separately. Eligible regions: United States, United Kingdom, and European Union.
| Incident | Covered situation | Coverage |
|---|---|---|
| Total loss | Package lost in transit, never delivered. | ✓ Covered |
| Partial loss | Part of the order's contents is missing on arrival. | ✓ Covered |
| Theft after delivery | Package stolen after being dropped off by the carrier ("porch piracy"). | ✓ Covered |
| Damage in transit | Item received broken, cracked, crushed, bent (if not meant to bend) or made unusable by shipping. | ✓ Covered |
| Misdelivery | Package delivered to the wrong address due to a carrier error (excluding customer address errors). | ✓ Covered |
| Delivery delay | Delivery time abnormally exceeded. | Flat USD 5 / order |
2. Main exclusions
In accordance with Xcotton's terms of service, certain situations are not covered:
Not covered
- Incorrect address, phone number, or delivery information provided by the customer;
- Intentional damage, or damage occurring after the package is received;
- Normal wear and tear, or minor cosmetic defects that do not affect the product's use;
- Claims filed after the 90-day window following shipment.
3. How to file a claim
Claims processing and compensation are handled directly by Xcotton. We provide Xcotton with all the order information needed to review your claim.
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Keep your protection confirmation
After purchase, you'll receive an email titled "Xcotton Shipping Protection Placed Successfully" containing your protection number (Shipping Protection ID). Keep it in a safe place.
Example confirmation email — desktop and mobile versions -
Document the incident and gather evidence
As soon as you notice a loss, damage, theft, or delay, photograph the package, the outer packaging, and the affected items. Keep the tracking number.
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Access the Xcotton Claim Center
Log in to the Xcotton Claim Center with your email address and protection number, or click the link in your confirmation email.
⏱ Deadline: 90 days after the order ships -
Submit your complete claim
Specify the type of incident and attach the requested supporting documents (see the list below). A complete claim speeds up processing considerably.
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Follow-up and compensation
Xcotton responds within 24 hours. If the claim is complete, the compensation or replacement order is finalized no later than the second business day.
4. Supporting documents to prepare by incident type
The exact documents may vary; refer to the Xcotton claim guide when filing.
📦 Lost package or partial loss
- Order number and tracking number
- Carrier tracking history
- List of missing items
🔨 Damaged item
- Clear photos of the damaged item
- Photos of the outer and inner packaging
- Visible shipping label
🚪 Theft after delivery
- Carrier's proof of delivery
- Photo of the delivery location (if applicable)
- Signed statement or police report if requested
📍 Misdelivery or delay
- Complete tracking history
- Delivery address confirmed at the time of order
- Carrier statement if available
5. Frequently asked questions
How do I add Shipping Protection?
At checkout, Shipping Protection is offered to you and its price is calculated automatically based on the order total. If you select it, the fee is added to the total. It covers only the products in that specific order.
Which shipping regions are eligible?
Shipping Protection is currently available for orders delivered to the United States, the United Kingdom, and the European Union.
What do I receive after purchasing the protection?
You'll receive your coverage details by email: protection number, claim guide, and instructions for accessing the Xcotton Claim Center.
Who handles my claim?
Xcotton reviews claims and issues compensation in accordance with its terms of service. Our team supports the process by forwarding the necessary order information.
Can I cancel Shipping Protection?
Yes, as long as the order hasn't shipped: contact us to get the protection refunded. Once the order has shipped, the protection can no longer be canceled.
How can I avoid having a claim denied?
Double-check that your address and contact details are correct when ordering, inspect your items as soon as they arrive, immediately photograph any damage you find, and file your claim within the 90-day window.
Need help with your claim?
The Xcotton team answers all your claim-related questions: support@xcottons.com
File a claim →Shipping Protection is an optional service provided by Xcotton, an independent third-party provider. Xcotton's terms and conditions apply to any purchase. The processing times shown are indicative and assume a complete claim file. This page does not constitute an insurance contract; please review Xcotton's terms of service before purchasing.