Shipping Protection Claims Guide

At MALACASA, we want every order to arrive safely and give you confidence from checkout to delivery. To offer extra protection for your shipment, we’ve partnered with Xcotton, a third-party Shipping Protection provider, to make optional Shipping Protection available on our website.

If your order is lost, damaged, misdelivered, stolen after delivery, or delayed during transit, Xcotton Shipping Protection may help you file a claim according to the applicable service terms. Xcotton manages the claim review and compensation process directly, while MALACASA will assist by providing necessary order information when needed.

The corresponding Shipping Protection fee will be automatically selected based on your order amount. Shipping Protection is order-based and cannot be purchased separately.

Currently, Shipping Protection is available for orders shipped to the United States, the United Kingdom, and the European Union.

1. Shipping Protection Coverage

Coverage Scope	Scenario	Covered
Loss	Lost during transit	Yes
Loss	Partially lost during transit	Yes
Porch Piracy	Package theft after delivery	Yes
Damage During Transit	The buyer receives an item with obvious breakage, cracks, bending if the item is not bendable, crushing, or other transit-related damage that renders the item unusable.	Yes
Misdelivery	The logistics provider delivers the shipment to an incorrect address due to a delivery error, excluding errors caused by the customer.	Yes
Delay	Delivery delay	Yes, USD $5 per order

2. How to File a Claim

After purchasing Shipping Protection, you can file a claim for a lost, partially lost, damaged, misdelivered, stolen, or delayed package through the Xcotton Claims Center.

There are two ways to access the Claims Center:

Direct Link: Visit the Xcotton Claims Center and enter your email address and Shipping Protection ID.
Go to Xcotton Claims Center
Email Confirmation: After purchasing Shipping Protection, you will receive an email titled “Xcotton Shipping Protection Placed Successfully”. Click the highlighted link in the email to access the Claims Center.

All claims must be submitted within 90 days after the merchant marks the order as shipped. For damaged, lost, stolen, or delayed packages, please submit your claim as soon as possible after the issue occurs so Xcotton can assist you more quickly.

Xcotton will respond within 24 hours after your claim is submitted. If all required claim documents are complete, Xcotton will complete the compensation or replacement order process by the second business day.

For any claim-related inquiries, please contact Xcotton at support@xcottons.com.

Email confirmation example:

3. Shipping Protection FAQs

1. What does Shipping Protection cover? ⌄

Once you purchase Shipping Protection, your order will be covered during the shipping process. Coverage may include, but is not limited to, lost products, partially lost products, damaged products, package theft after delivery, misdelivery caused by the logistics provider, and delivery delays.

2. Which countries or regions are eligible for Shipping Protection? ⌄

Currently, Shipping Protection is available for orders shipped to the United States, the United Kingdom, and the European Union.

3. How do I purchase Shipping Protection? ⌄

At checkout, you can choose to purchase Shipping Protection. If selected, the service fee will be automatically added to your order total. Please note that Shipping Protection is order-based and only covers the products purchased in that order.

4. What information will I receive after purchasing Shipping Protection? ⌄

After purchasing Shipping Protection, you will receive coverage details and Xcotton’s claim information, including your Shipping Protection service number, claims guide, and instructions on how to file a claim.

5. How long do I have to submit a claim? ⌄

6. How long does claim review and compensation take? ⌄

7. How do I start a claim if my package is lost or damaged? ⌄

If your package is lost, partially lost, damaged, stolen, misdelivered, or delayed during shipping, please access the Xcotton Claims Center as soon as possible. You may need to provide your Shipping Protection service number and related supporting documents.

8. What documents may be required for a claim? ⌄

Depending on the claim type, you may be asked to provide supporting documents, such as tracking records, proof from the shipping carrier, photos of the damaged product, photos of the external packaging, or other relevant evidence. Please refer to Xcotton’s claims guide for the specific requirements.

9. Who handles the claims process? ⌄

Once Shipping Protection is purchased, risks related to product loss or damage during shipping will be covered by Xcotton according to its service terms. We will assist you by providing necessary order information, but the claims process will be handled by Xcotton.

10. Are there any exclusions? ⌄

Xcotton’s terms and conditions apply to customers who purchase Shipping Protection. Certain situations may not be covered, such as incorrect delivery information provided by the customer or intentional damage to the product. Please review Xcotton’s terms and policies carefully before purchasing.

11. Can I cancel Shipping Protection? ⌄

If your order has not been shipped, please contact us to request a refund for Shipping Protection. If your order has already been shipped, Shipping Protection cannot be canceled.

12. What should I do to avoid claim issues? ⌄

Please make sure your shipping address, contact number, and other delivery information are accurate when placing your order. Incorrect shipping information may affect delivery and claim eligibility.

After receiving your package, please inspect your items promptly. If you notice any damage or other shipping-related issues, contact support@xcottons.com as soon as possible to start the claims process.