Shipping Insurance

We’re committed to ensuring your shopping experience is as smooth as possible. That's why we've partnered with Seel to offer a comprehensive Shipping Insurance service, available as a "Worry-Free Purchase" option on our website. This service provides protection against delays, damage, or loss during transit. The insurance fee is automatically calculated based on your order amount, ensuring you get the right coverage every time. Below, you'll find more details on how this service works and the peace of mind it offers.

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

If you purchased the Worry-Free Purchase service when placing your order in our store, you can easily submit a claim request by following the steps outlined on the document page. 👉Document

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

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

Situation	Details
Lost	I haven't received my packages even though the tracking info shows "Delivered”. My packages are stolen. I haven't received it for over 30 days.
Damage	The products are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.,
Delay	For domestic packages not delivered before the 10th day following order fulfillment For international packages not delivered before the 30th day following order fulfillment are considered lost.

3: Where to apply for the claim?

You can access the Seel Resolution Center to submit a claim request from either the tracking page in-store or the policy confirmation email:

The tracking page

The policy confirmation email

4: What should I do after I applied for the claim?

Seel will process your application within 48 hours and if there is no response within that time, feel free to contact us via support@malacasa.com.

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

You can reach out to 17support@seel.com for more details.

6: How long does it take to process a claim?

Your claim will be reviewed and a response will be provided within two business days. Compensation will be released within one hour following approval of the claim.

7: What documentation do I need to provide when applying for a claim?

For damaged packages: Please ensure you have a photograph of the external packaging and the damaged item.

For lost packages, claims can be filed with any of the following documentation: a valid tracking record, carrier documents, security camera or CCTV footage, police report.

For delayed packages, the tracking record alone will be sufficient.

8: Are there any exclusions to the shipping insurance coverage?

The insurance covers transportation-related incidents, including loss, damage, or delay. However, please note that delivery failures due to incorrect addresses or the recipient’s unavailability are not covered.

9: Can I track the status of my claim?

Yes, you can always monitor the status of your claim through the case reporting system (Track order - Protected - Report an issue). The status will be updated regularly, and you will generally receive email updates as well.

10: Which countries are eligible for purchasing shipping insurance?

Shipping insurance is offered exclusively in the United Kingdom, France, Germany, the Netherlands, and the United States.

11: What should I do if I’m not satisfied with the outcome of my shipping insurance claim?

Should you find the outcome of your shipping insurance claim unsatisfactory, please reach out to our customer service team via email. We are committed to working diligently to provide a resolution that meets your expectations.

12: I don't want to buy shipping insurance,Is that possible? How can I do that?

Shipping insurance is designed to offer enhanced protection for your order but is not a compulsory purchase. For customers in the US, UK, and Germany, France, and the Netherlands，shipping insurance is automatically added to your cart when you add products. However, if you prefer not to purchase the insurance, you can easily remove it manually from your cart before completing your checkout. This way, you can proceed with your order without the additional coverage.

13: Is there a cost associated with shipping insurance?

Yes, shipping insurance is an additional service that you may opt to purchase. The cost will be calculated based on your order and can be reviewed prior to purchase.

14: How can I get insurance compensation if I don't have a PayPal account?

For compensation in Euros, PayPal is the only supported method. However, if you can accept compensation in USD, you can still receive your insurance payout without a PayPal account. In this case, you should directly communicate with the insurance company, either by making a note or through email, and provide them with your bank account details. The compensation can then be processed through Venmo or a US bank transfer.