Hi luv,
Thank you for stopping by Hailuv Studio! This page serves as information in regards to our insurance add-on. The shipping insurance provides additional protection for your order while it is being processed and delivered. Please read the terms below to understand how the coverage works ♡
1. General Information
Hailuv Studio’s Shipping Insurance is an optional add-on service that provides additional protection for your order during shipment. This insurance applies only to the specific order for which it was purchased and covers:
- All items included in that order
- The shipping cost paid for the order
This insurance applies only during the processing and shipping of your order. This policy does not replace or limit your rights under EU consumer law, including your statutory rights relating to defective goods, non-delivery, or the right of withdrawal.
2. Transfer of Risk
In accordance with EU consumer protection rules, the risk of loss or damage to goods remains with Hailuv Studio until the customer or a person designated by the customer has physically received the goods. Once the goods have been successfully delivered and received, responsibility for the goods transfers to the customer. If a customer chooses a specific delivery method or pickup location offered by the carrier, the transfer of risk may occur once the goods are delivered according to the chosen delivery method.
3. Coverage for Lost Shipments
If a package is lost during transit, Hailuv Studio will investigate the claim with the shipping carrier.
If the shipment is confirmed lost, the insurance covers 100% of the order value, including:
- The cost of the purchased items
- The original shipping cost
- A replacement shipment, or
- A full refund
4. Coverage for Damaged Items
If an item arrives damaged due to shipping, Hailuv Studio will review the claim and offer an appropriate solution. Depending on the situation, we may provide:
- A partial refund
- A full refund
- A replacement shipment
5. How to File an Insurance Claim
To make use of Hailuv Studio’s Shipping Insurance, customers must contact us within 48 hours after delivery for damaged goods and within 14 days after the last tracking update from the shipping carrier for lost goods. Requests submitted after these timeframes may not qualify for coverage under this insurance policy.
6. Required Information
When submitting a claim, please provide the following information:
- Order number
- Email address used for the order
- Full shipping address
- Additional documentation may be required
For lost shipments: Tracking information or documentation indicating that the parcel has been lost or has not been updated for at least 14 days.
7. Claim Review Process
Once Hailuv Studio receives the complaint and all required documentation, claims will typically be reviewed within 48–72 hours. Please note that processing times may be longer during high order volumes, holiday periods, or major sales events.
8. Refund Processing
If a refund is approved, it will be issued to the original payment method used for the order. The time required for the refund to appear may depend on the customer’s bank or payment provider. If customers wish to receive a refund right away, they can request the refund in Hailuv Studio credits. Please message us to hear more.
9. Insurance Limitations
Shipping Insurance cannot be applied in the following situations:
- Orders cancelled before shipment
- Orders returned by the customer under the right of withdrawal
- Claims submitted outside the required reporting deadlines
- Cases involving suspected misuse or fraudulent claims
Hailuv Studio reserves the right to deny coverage in such cases. No refund for the insurance will be offered.
10. Contact
If you need assistance with your insured order, please contact us with your order number and claim details, and we’ll help you as soon as possible. Thank you for supporting Hailuv Studio — we appreciate you, luv.