What is it?
Shipping Protection is an optional service offered directly by LERAVA, priced at €3.90 per order. It can be added to your shopping cart before completing checkout. It is not insurance, but a commercial guarantee provided by LERAVA.
What does it include?
Immediate reshipment, without having to wait for the carrier's investigation to be completed.
A new package sent via priority shipping, at no additional cost.
Coverage if the package is marked as delivered according to the tracking information but has never been received.
Coverage in case of theft after delivery (for example, when a package is left at the front door).
Torn bag or damaged or spilled product: a photo is sufficient; no further inspection is required.
The customer can choose between a replacement shipment and a full refund.
Reporting Deadline
To benefit from Shipping Protection, the issue must be reported within 48 hours of delivery.
How to Use Shipping Protection
Send an email to info@lerava.com with your order number. In case of damage, please attach a photo of the package or product.
LERAVA will take care of everything else.
Shipping Protection and Your Legal Rights
Loss and damage occurring during transport are protected by law for all customers, regardless of whether Shipping Protection has been purchased. This also applies after the 48-hour reporting deadline.
In such cases, LERAVA always assists customers through the standard procedure, which includes an investigation with the carrier.
Shipping Protection offers additional benefits: faster handling, priority shipping, no administrative hassle, and coverage for incidents occurring after delivery.
Frequently Asked Questions
1. I added Shipping Protection and there is a problem with my order. What should I do?
Send an email to info@lerava.com within 48 hours of delivery, including your order number. If the product is damaged, please also attach a photo. We will immediately arrange a replacement shipment via priority shipping or, if you prefer, issue a full refund.
2. I did not add Shipping Protection, and my package arrived damaged or never arrived. Am I still covered?
Yes. Loss and damage during transport are always protected by law. Send an email to info@lerava.com with your order number and a photo. We will handle your case through the standard procedure, which includes an investigation with the carrier.
3. More than 48 hours have passed since delivery. Can I still benefit from Shipping Protection?
The additional benefits of Shipping Protection apply to reports submitted within 48 hours of delivery. However, your legal rights regarding loss or damage during transport remain valid. Contact us at info@lerava.com, and we will review your case through the standard procedure.
4. Is Shipping Protection an insurance policy?
No. It is a commercial guarantee offered and managed directly by LERAVA.
5. Is Shipping Protection mandatory?
No. It is a completely optional service.