Shipping protection

• Lost on the way. If tracking hasn’t moved for 7 days, or the carrier says it’s lost, we send a replacement. You don’t wait on a carrier investigation.
• Stolen, or “delivered” but not there. If tracking says delivered and the package isn’t at your door, we send a replacement.
• Damaged on the way. Send us one photo within 30 days of delivery. We send a replacement, and you don’t need to send the damaged one back.

• Carrier confirms it’s lost: standard, we replace or refund · protected, we replace or refund.
• Tracking stops moving for 7 days: standard, we wait for the carrier’s answer · protected, we send a replacement, no waiting.
• Marked “delivered” but not at your door: standard, not covered · protected, we send a replacement.
• Damaged when it arrives: standard, report within 48 hours · protected, report within 30 days and keep the damaged one.
• How fast a replacement ships: standard, no set time · protected, within 2 business days.

Replacements for in-stock pieces ship within 2 business days of your claim. If a piece has sold out or is on pre-order, you choose: a full refund for that piece, a different piece at the same price, or a spot in the next batch.

Email cs@lettoria.com with the subject “Protected order” and your order number. Tell us what happened; for damage, add one photo. No police report, no forms. We reply within 1 business day.

Your pre-order is protected from the day it ships until it’s at your door.

• Protection covers the whole order it was added to. It’s added at checkout and can’t be added after the order is placed.
• The protection fee is refundable if we cancel your order before it ships. Once the order ships, the fee isn’t refunded.
• Lost and stolen claims: within 30 days of the delivery date in tracking, or of the last tracking update for lost packages.
• Packages marked “delivered” sometimes turn up a day or two later. We may ask you to wait 2 days and check with neighbours or your building office before we reship. “Delivered but not received” claims are limited to one per customer every 12 months.
• Not covered: a wrong address entered at checkout, or a package you redirected with the carrier after it shipped.
• The protection fee is not taxed.
• Shipping protection is a guarantee from Lettoria, not an insurance policy.

Orders without protection keep our standard shipping and return policies.