What if my packages are lost, damaged, or delayed?

Our Store offers the Worry-Free Purchase service buying option on the cart page. 

Cancelling and Refunding Purchase Protection

If you no longer require Worry-Free Shipping Protection, you may request a refund before your order has shipped by contacting us at support@lovevook.com.

Please note that once the order has been shipped, the shipping protection service is considered activated and is no longer eligible for a refund.

In what kind of conditions can I apply for the claim?

The situation listed below can be covered by the Worry-Free Purchase:

Where to apply for the claim?

For assistance with your claim, please contact our customer support team at support@lovevook.com and include your order number and the email used at checkout. Our team will be happy to help you.

What should I do after I applied for the claim?

After submitting your claim, our customer support team will review it and respond within 48 business hours. Please keep an eye on your email for updates from our team.

Supporting docs required to qualify for a claim

Supporting docs required for a claim of damage:

When the item(s) are damaged during transit, we need to evaluate the nature, cause, and impact of the damage. To file and qualify for a claim of damage, the following supporting documents are required:

1. Clear photo(s) of the carrier packaging and product package

2. Clear photo(s) of how the item(s) are damaged

This insurance is an indemnity-based policy and shall be governed by the principle of loss indemnity. We reserve the right to reject any duplicate claims made for the same loss. The payout amount for damage is determined by the evaluation results, up to 100% of the purchased value, depending on how the damage affects the usability of the item(s). Note that damage in packaging without affecting the item(s) inside, and clear pre-shipment item defects are not covered. The supporting documents you provide will directly affect our evaluation. Please make sure to provide detailed evidence to facilitate your resolution process.

Supporting docs required for a claim of loss:

a. If the shipment is marked by the carrier "lost", or "delivery" scan 30 days after shipment, you don’t need to provide any additional proof.

b. If the shipment has shown a "delivery" scan, but was not received, we encourage you to look around in your neighborhood or mail hub first. If, however, you still can’t find your package, we might need one of the following as the supporting document to qualify for a claim of loss:

· Police report

· Security footage

· Carrier letter

· Written documentation from an authority/leasing office detailing

Supporting docs required for a claim of delay:

No supporting docs are required for a claim of delay. Such cases will be automatically judged based on the tracking info of your package's tracking number.

Payout options

LOVEVOOK supports payout in one of the following four options:

1. Original payment method: Refunds will first be issued back to the original payment method used for the order whenever possible.

2. PayPal transfer: If a refund to the original payment method is not possible, we will arrange the refund via PayPal transfer instead.

What if I have any further questions about applying the claim?

You can reach out to support@lovevook.com for more details.