1. What Order Protection Covers

Subject to verification and approval, Order Protection may provide coverage for the following situations:

A. Lost Shipments

An order may qualify as lost when the carrier confirms that the package has been lost, or when the tracking record demonstrates that the shipment has not received a valid tracking update for a period that reasonably indicates the package is lost.

Customers must provide the order number and tracking information. Maison Éclat Scent may independently verify the shipment status with the applicable carrier.

A package is not automatically considered lost simply because it has not arrived by the customer's expected delivery date.

B. Stolen Shipments

A package may qualify for theft protection when tracking confirms delivery to the customer's designated delivery address but the customer states that the package was not received.

To evaluate a theft claim, Maison Éclat Scent may require reasonable supporting evidence, which may include:

• Order number and tracking number.
• Confirmation of the customer's delivery address.
• Confirmation that the customer checked the delivery location and surrounding areas.
• Delivery confirmation or carrier delivery record.
• A statement describing when and where the package was expected to be delivered.
• Photographs, security-camera footage, building-management records, or other evidence. (REQUIRED) | Without video proof or photo evidence, your claim will be rejected as there are no concrete evidence that your package has been stolen unless you can recover photos or video evidence from your neighbours, public cameras, or any credible sources that gives live imagery or videos capturing the theft in action to support your claim.
• A police report must be filed for the theft that has been committed (REQUIRED)
• Police officer information or any legal contact information between you and your local authorities must be sent over to Maison Éclat Scent (Required) so we can personally investigate your case with your local police department.
• Additional documentation when necessary to verify the claim.

Maison Éclat Scent may contact the shipping carrier or delivery provider to verify the delivery information.

A claim is not guaranteed to be approved solely because the tracking page states "delivered."

C. Significantly Delayed Shipments

Order Protection may cover shipments experiencing an extraordinary or qualifying delay.

Normal carrier delays, weekends, holidays, weather disruptions, customs processing, or minor variations from an estimated delivery date generally do not constitute a covered delay.

The shipment must ordinarily exceed the applicable delay threshold specified at the time Order Protection was purchased.

2. Evidence and Verification Requirements

Because Order Protection is intended to protect against genuine shipping incidents and fraudulent claims, all claims are subject to verification.

Customers are responsible for providing accurate and truthful information.

Depending on the circumstances, Maison Éclat Scent may request:

1. Order confirmation.
2. Tracking number.
3. Customer name and delivery address.
4. Carrier correspondence or case/reference number.
5. Photographs or other relevant evidence.
6. Delivery confirmation.
7. A written description of the incident.
8. Documentation demonstrating that reasonable steps were taken to locate the shipment.
9. Other reasonable information necessary to determine whether the claim is eligible.

Providing documentation does not guarantee approval.

Maison Éclat Scent reserves the right to independently verify information supplied by the customer before approving a claim.

3. Claim Submission Requirements

Claims must be submitted through the designated Maison Éclat Scent Order Protection claim process.

A claim should contain enough information for Maison Éclat Scent to identify and investigate the shipment.

Incomplete claims may be returned to the customer for additional information.

Customers must respond to reasonable requests for additional documentation within the applicable claim period.

Failure to provide requested information may result in the claim being denied when the missing information is reasonably necessary to verify eligibility.

4. Claim Review

Every claim is reviewed individually. Insurance claim reviews may take up to 14 days to complete.

Maison Éclat Scent may consider:

• Carrier tracking information.
• Delivery scans.
• Shipment history.
• Carrier investigations.
• Delivery photographs, where available.
• Customer-provided evidence.
• Order information.
• Previous claim activity associated with the order or account.
• Other information reasonably relevant to determining whether a covered shipping incident occurred.

Maison Éclat Scent may reject claims where the available evidence does not reasonably establish that a covered event occurred.

5. Fraudulent or Misleading Claims

Order Protection is intended for genuine shipping incidents.

Claims may be denied when Maison Éclat Scent determines that a customer has intentionally provided false, misleading, altered, or materially incomplete information.

Examples include, but are not limited to:

• Knowingly reporting an order as stolen when it was received.
• Knowingly reporting an order as lost when it was received.
• Submitting altered photographs or documents.
• Providing false statements regarding delivery.
• Attempting to obtain multiple reimbursements for the same shipment.
• Providing information that materially conflicts with verified carrier records.

Where appropriate, Maison Éclat Scent may request additional documentation or conduct further verification before making a final determination.

6. Exclusions

Order Protection does not necessarily cover:

• Incorrect or incomplete addresses supplied by the customer.
• Orders intentionally redirected or held at the customer's request.
• Packages refused by the customer.
• Delays caused by incorrect customer information.
• Delays caused by customs or government authorities unless expressly covered.
• Delays caused by severe weather, natural disasters, strikes, or other circumstances outside the reasonable control of the carrier or Maison Éclat Scent.
• Items returned to sender because the customer failed to receive or collect the package.
• Claims submitted after the applicable claim deadline.
• Orders for which the customer cannot provide sufficient information to reasonably investigate the incident.
• Any situation specifically excluded from the Order Protection terms displayed at checkout.

7. Claim Deadline

Claims must be submitted within [14 days] of the applicable qualifying event or the date the shipment was reasonably determined to be lost, stolen, or significantly delayed.

Claims submitted after the applicable deadline may be denied.

Customers should not wait until the final day of the claim period to submit a claim because additional documentation or carrier verification may be required.

8. Resolution

If a claim is approved, Maison Éclat Scent may, at its discretion and subject to the applicable coverage purchased:

• Replace the affected item;
• Issue store credit; or
• Provide a refund for the eligible protected amount.

The resolution will be limited to the coverage amount applicable to the protected order.

Maison Éclat Scent will not provide compensation exceeding the amount of coverage purchased or otherwise applicable to the claim.

9. One Claim Per Covered Shipment

Order Protection applies to the specific protected shipment.

Customers may not receive multiple reimbursements for the same loss.

If an order is recovered after a reimbursement or replacement has been issued, Maison Éclat Scent may require the customer to notify the company and may provide further instructions regarding the recovered shipment.

Shipping protection will only apply on the order that the customer has purchased the item with Maison Insurance, other orders that the customers purchased that does not have Maison Insurance will not be covered.

10. Carrier Investigation

For certain claims, particularly lost or delivered-but-not-received shipments, Maison Éclat Scent may require a carrier investigation before determining eligibility.

Customers may be asked to cooperate with reasonable carrier investigation procedures.

The existence of an open carrier investigation does not itself guarantee approval.

11. Review and Appeals

If a claim is denied, the customer may request a review by submitting additional relevant evidence within [7 days] of the denial.

An appeal should identify:

• The original claim number.
• The reason the customer believes the decision should be reconsidered.
• Any new evidence supporting the request.

Maison Éclat Scent may uphold the original determination when the additional evidence does not establish eligibility.

12. Important Notice

Order Protection is not a guarantee of delivery and does not eliminate the possibility of carrier delays, loss, or theft.

Customers should retain their order confirmation, tracking information, delivery notifications, and any documentation relevant to their shipment until the order has been successfully received.

Maison Éclat Scent reserves the right to request reasonable evidence necessary to verify a claim and to deny claims that do not satisfy the eligibility requirements of this policy.

Purchasing Order Protection does not guarantee reimbursement. Approval requires the claim to satisfy the applicable coverage requirements and, where requested, be supported by sufficient evidence.

Maison Éclat Scent
Parfumerie de Luxe

Order Protection • Shipping Insurance • Customer Protection