Shipping Protection Service
At LULULUKI, we want every order to arrive safely and give you complete peace of mind while shopping.
That's why we offer Shipping Protection, an optional service powered by Xcotton, designed to protect your order against unexpected shipping issues such as package loss, damage, and eligible delivery delays.
For selected orders, you may also have the option to purchase Shipping Protection + Free Return, which includes return shipping coverage for eligible returns.
Shipping Protection is optional, but we highly recommend adding it to every order for extra protection throughout the shipping process.
1. Add Shipping Protection During Checkout
When placing your order, you can choose to add one of the following protection plans before completing payment:
- Shipping Protection
- Shipping Protection + Free Return (available on eligible orders)
Adding Shipping Protection only takes one click and helps protect your purchase from checkout through delivery.
Caption
Add Shipping Protection during checkout for extra peace of mind.
2. Confirmation After Purchase
Once your purchase is complete, you will receive a confirmation email from Xcotton confirming that your Shipping Protection has been successfully activated.
This email contains:
- Shipping Protection ID
- Purchase information
- Protection details
- Direct access to the Xcotton Resolution Center for submitting claims
Please keep this email for future reference.
Caption
Your confirmation email includes your Shipping Protection details and a direct link to the Resolution Center.
3. What's Covered
Shipping Protection helps safeguard your order against eligible shipping-related issues after your package has been shipped.
📦 Lost Packages
Your shipment may qualify for compensation if:
- The shipping carrier officially confirms that the package has been lost.
- Orders shipped from a local fulfillment warehouse have not been delivered within 30 days after shipment.
- Orders shipped from an overseas fulfillment center (including China) have not been delivered within 60 days after shipment.
- Tracking shows "Delivered", but the package was not actually received (porch theft or delivery issue).
For packages marked as delivered but not received, one of the following documents may be required:
- Police report
- Security camera footage
- Carrier-issued loss confirmation
- Other valid supporting documentation
📦 Damaged Packages
If your order arrives damaged during transportation, you may submit a damage claim.
Please upload:
- Photos of the outer shipping box
- Photos of the inner packaging
- Photos clearly showing the damaged item(s)
⏰ Delivery Delays
If your shipment experiences an eligible delivery delay under the Shipping Protection Terms & Conditions, you may qualify for compensation.
Eligibility is determined according to shipment tracking information and the applicable Shipping Protection policy.
4. How to Submit a Claim
If you purchased Shipping Protection and experience a covered shipping issue, you may submit a claim using any of the following methods.
Option 1 (Recommended)
Open your confirmation email titled:
"Xcotton Shipping Protection Placed Successfully"
Click Xcotton Resolution Center to begin your claim.
This is the fastest and recommended method.
Option 2
Submit your claim online through the official Resolution Center:
Claim Portal
https://sp.xcottons.com/parcel#/parcel/parcel-login
Please prepare:
- Shipping Protection ID (if available)
- Order Number
- Email Address used for your purchase
Option 3
Contact the Shipping Protection support team directly:
5. Claim Reporting Time Limits
To ensure your claim can be processed successfully, please submit it within the applicable reporting period.
Lost Packages
- Packages that are not delivered must be reported within 90 days of the order date.
Delivered but Not Received
- If the tracking status shows Delivered but you did not receive your package, the claim must be submitted within 7 days after the carrier updates the tracking status.
Submitting your claim as early as possible helps speed up the review process.
6. Required Documents
Depending on your claim type, additional documentation may be required.
Damage Claims
Please provide:
- Photos of the outer shipping box
- Photos of the internal packaging
- Photos showing the damaged product(s)
Lost Package Claims
If applicable, please provide one of the following:
- Police report
- Security camera footage
- Carrier-issued loss confirmation
- Other valid supporting documentation
Each claim is reviewed individually according to the Shipping Protection Terms & Conditions.
7. Shipping Protection + Free Return
Customers who purchase Shipping Protection + Free Return receive all Shipping Protection benefits, plus return shipping coverage for eligible returns.
Free Return covers return shipping costs for approved returns due to personal reasons, including:
- Changed your mind
- Ordered the wrong item
- No longer needed
- Didn't like the product
- Other non-quality-related reasons
If your return request is approved under LULULUKI's Return Policy, eligible return shipping costs will be covered.
8. Free Return Requirements
To qualify for Free Return:
- Your return request must be submitted after delivery.
- The return must comply with LULULUKI's Return Policy.
- The return must be approved before being shipped back.
- Customers must follow the return instructions provided by our Customer Support team.
- Refused deliveries are not covered.
- Only eligible return shipping costs are covered.
9. Additional Resources
For more information about Shipping Protection and the claims process, please refer to the following resources.
Shipping Protection Terms & Conditions
https://sp.xcottons.com/#/terms/SP-delay
Online Claim Portal
https://sp.xcottons.com/parcel#/parcel/parcel-login
Shipping Protection Support
Shipping Protection Claim Guide
https://docs.qq.com/pdf/DYmRYbnB1WHdQbFZm
Customer Claim Guide
https://docs.qq.com/pdf/DYkhRZ2NPdmx6Yk5Q
Frequently Asked Questions
Is Shipping Protection required?
No. Shipping Protection is completely optional, but we recommend adding it to every order for extra peace of mind.
How do I know if I purchased Shipping Protection?
You will receive a confirmation email from Xcotton immediately after your purchase.
Who reviews my claim?
All Shipping Protection claims are reviewed and processed by Xcotton according to the applicable Shipping Protection Terms & Conditions.
Who should I contact if I have a shipping issue?
If you purchased Shipping Protection, you may submit your claim directly through the Xcotton Resolution Center for the fastest processing.
If you have questions about your order or need assistance, you are always welcome to contact the LULULUKI Customer Support Team, and we'll be happy to help guide you through the process.
Does Shipping Protection cover packages marked as delivered but not received?
Yes. Packages marked as Delivered but not actually received may be eligible for compensation. Supporting documentation may be required.
Does Shipping Protection cover damaged items?
Yes. If your items are damaged during transit, you may submit a damage claim by providing photos of the packaging and damaged products.
Does Shipping Protection cover delayed deliveries?
Yes. Eligible delivery delays may qualify for compensation according to the Shipping Protection policy.
Does Free Return cover returns because I changed my mind?
Yes. If you purchased Shipping Protection + Free Return and your return request is approved under our Return Policy, eligible return shipping costs will be covered.
Where can I read the complete Shipping Protection policy?
You can review the official Terms & Conditions here: