Order
File a protection claim
Shipping protection is an optional add-on chosen at checkout. If it is on your order, it shows as its own line, and a lost, stolen or damaged package is claimed here. The protection provider decides on a replacement or a refund.
| Issue | When you can file | What is needed |
|---|---|---|
| Stolen: marked delivered, not received | Once it has been 5 days since delivery | The order number. Lucerna does not ask for a police report; the claim form says if it needs anything more |
| Lost in the United States | After 7 days without a tracking update | The order number |
| Lost internationally | After 21 days without a tracking update | The order number |
| Damaged: a shattered powder, a cracked compact, a leaked bottle | Within 10 days of delivery | A photo of the item and a photo of the box |
- The app writes to the email on the claim and may ask for a reply or photos. Watch your inbox once you have filed.
- A sold-out limited edition cannot be replaced; a claim on one is resolved as a refund.
- You do not send a damaged item back.
Protection questions
How do I know if my order has protection?
It is a separate line on your order confirmation and in your account.
My order has no protection.
Then there is no claim to file here, and it comes to us instead. Write to us with the order number, and a photo if something arrived damaged.
Can I add protection after ordering?
No. It is chosen at checkout.