Delivery Protection

FREE DELIVERY PROTECTION
Your items are covered by our complimentary Delivery Protection, which covers eligible orders that are lost in transit, stolen after delivery, or damaged during shipping.

Approved Delivery Protection claims are resolved with a replacement item or store credit. Delivery Protection does not provide a cash refund.

Before filing a claim, please review the policies below to understand what is and is not covered.

FILE A CLAIM
Delivery Protection requires you to report an issue within the time limits stated below. Claims filed outside these time limits may be denied.

If a claim is approved, we will provide either a replacement item or store credit for the value of the covered item. Shipping charges are not reimbursed.

Orders involving an incorrect or incomplete address, invalid contact information, delivery barriers, refused delivery, or other circumstances described below may not be covered.

LOST ITEMS

Package marked as delivered but not received
If tracking shows that a package was delivered but you did not receive it, we may ask you to wait up to five business days before filing a claim. Carriers sometimes mark packages as delivered before final delivery occurs.

At our discretion, we may require documentation before approving a claim, including proof of identity, proof of address, photographs, written statements, video evidence, and/or a police report.

If a police report is required, please include an explanation that Nicoletta Carlone, Inc. provides Delivery Protection for eligible stolen or missing shipments. Send us a copy of the police report and your order number with your claim.

Package lost in transit
If tracking indicates that a shipment has stopped moving and appears to be lost, you may file a claim after the applicable waiting period below. If the claim is approved, we will provide a replacement item or store credit.

Claims for packages presumed lost in the United States or Canada must be filed after seven days without a tracking update and within 30 days of the last carrier checkpoint.

For other international shipments, claims must be filed after 20 days without a tracking update and within 30 days of the last carrier checkpoint.

Only part of the order delivered
If several items were shipped in one package but only part of the order arrived, and there is no evidence of tampering, we may cover the missing items.

If a single order is shipped in multiple packages and one package does not arrive, we may replace the missing item or provide store credit for its value.

Invalid address or delivery barriers
We do not cover packages that cannot be delivered because the customer entered an incorrect, incomplete, or undeliverable address, provided an invalid phone number, included delivery instructions that interfered with delivery, refused delivery, or created other delivery barriers.

If the carrier returns the package to us and the merchandise is received in resellable condition, we may offer to reship the order. The customer will be responsible for the new shipping charge and must provide a valid deliverable address.

If a returned package does not reach us within 30 days after the carrier indicates it is being returned, Delivery Protection does not require us to replace the items or provide store credit. At our discretion, we may still offer store credit.

Order stuck in customs
Delivery Protection does not cover packages delayed or held by customs or other international authorities.

If customs duties, taxes, or other fees are due, the customer is responsible for paying those charges in order to receive the package.

Package forwarding services
Packages delivered to a freight forwarder, package forwarding service, or similar intermediary are not covered for loss or theft occurring after delivery to that service has been confirmed.

Order marked unfulfilled or unshipped
Delivery Protection begins after the order has shipped. An order marked unfulfilled or unshipped has not yet entered the carrier network and is therefore not covered by Delivery Protection.

Delays in manufacturing or fulfillment of pre-order merchandise are not covered unless we determine that the item cannot be manufactured or supplied.

Claim filed too soon
If a claim is filed on the same day a package is marked delivered, we may require the customer to wait up to five business days before the claim can be reviewed.

STOLEN ITEMS

Filing a police report
For packages reported stolen after delivery, we may require a police report, video evidence, proof of identity or address, carrier documentation, or other supporting information before approving a claim. Delivery Protection claims are reviewed individually and are not automatically approved solely because a customer reports a package missing after delivery.

If a police report is required, the customer should explain that Nicoletta Carlone, Inc. provides Delivery Protection for eligible stolen shipments. Send us a copy of the report and your order number with your claim.

Delivered to the wrong address
If the customer provided the correct shipping address at checkout but the carrier delivered the package to a different address, we may treat the shipment as lost or stolen. If the claim is approved, we will provide a replacement item or store credit.

DAMAGED ITEMS
Delivery Protection covers eligible merchandise damaged during shipping. We may ask for photographs of the damaged item, shipping box, internal packing materials, and shipping label before approving the claim.

If the claim is approved, we will provide a replacement item or store credit. We may require the damaged item to be returned before the claim is completed.

TAILOR MADE GARMENTS
Because Tailor Made garments are individually produced, an identical replacement may not always be practical. For an approved Delivery Protection claim involving a Tailor Made garment, we may provide store credit instead of a replacement.

OUT OF STOCK ITEMS
If an approved claim involves an item that is no longer available, we may provide store credit for the value of the item. The store credit may be used toward the same item if it becomes available again or toward another item.

GENERAL POLICIES

Incorrect address, invalid phone number, or delivery barriers
We do not cover orders when the customer entered an incorrect or incomplete address, provided an invalid phone number, refused delivery, or created another delivery barrier.

Please contact us as soon as possible if you discover incorrect shipping information.

Quality control and dissatisfaction
Delivery Protection is not a product satisfaction or ordinary return program. If you receive the correct item in undamaged condition but decide you do not want it, the regular Return Policy applies instead.

Too late to file a claim
Claims must be filed within the applicable time limits.

Claims for packages marked delivered must be filed after five days and no later than 15 days after the date shown as delivered.

Claims for packages presumed lost in the United States or Canada must be filed after seven days without a tracking update and within 30 days of the last carrier checkpoint.

Claims for other international shipments must be filed after 20 days without a tracking update and within 30 days of the last carrier checkpoint.

Expedited shipping delays
Delivery Protection does not cover ordinary carrier delays. If a customer pays for expedited shipping and the package arrives later than the carrier's estimated delivery date, Delivery Protection does not provide reimbursement for the shipping charge.

Shop Pay Installments
Orders paid through Shop Pay Installments remain subject to the customer's agreement with the installment provider. If we issue store credit or provide a replacement under Delivery Protection, the customer remains responsible for any installment obligations owed to the payment provider.

Non-sanctioned shipping destinations
We are based in the United States and may be unable to provide Delivery Protection for shipments to destinations restricted by applicable U.S. sanctions or shipping regulations.

Chargebacks
A new Delivery Protection claim may not be filed, and an existing claim may be closed, if the customer initiates a chargeback or payment dispute relating to the same order.

Closed claims
If a customer does not respond to a request for information or documentation within five days, we may close the claim. The customer may request that the claim be reopened by responding to the original claim correspondence.

Use the link below to file your claim:

File a Claim