1. What is Worry-Free Purchase?
Worry-Free Purchase is shipping protection against loss, damage, or delivery delays for your order. It also includes carbon offsets for the emissions generated during the shipping and transport of your order.
2. Do I have to purchase Worry-Free Purchase?
No. Worry-Free Purchase is an optional add-on that you can select when adding items to your cart. It covers shipping-related damage, lost packages, and delays.
If you do not want it, simply leave the corresponding box unchecked. The cost will then be removed from your cart.
3. How does Worry-Free Purchase help with shipping issues?
- You add Worry-Free Purchase for a small fee to protect your order against loss, damage, and delays.
- If your protected package is lost, stolen, damaged, or delayed, report the incident by email to admin@welcomna.com.
- Our team will review whether the reported incident qualifies for coverage.
- If it does, we will automatically issue a refund or replacement.
4. Are there deadlines for reporting?
Please note the following conditions:
- Loss: If the package is not delivered, the incident can be reported no earlier than 30 days after the shipping date for domestic shipments and no earlier than 60 days after the shipping date for international shipments. If a package is marked as "delivered" by the courier but has not arrived, the incident must be reported within 7 days of the date the status was set to "delivered".
- Damage and theft: Report within 7 days of delivery.
- Delay (package has since been delivered): Report no earlier than 10 days after the shipping date for domestic shipments and no earlier than 30 days after the shipping date for international shipments.
- All incidents must be reported within 90 days of the order date.
5. What should I do if my order arrives damaged?
Submit a request with your email address and the order number from the confirmation email. Please take photos of the packaging and the damaged item and attach them to your report.
Worry-Free Purchase covers shipping-related damage where the item is unusable, significantly broken, shattered, bent (unless flexible), crushed, or similar. Purely cosmetic damage (scratches, dents, etc.), manufacturing defects, packaging errors, or unsealed items are not covered.
Compensation for damaged items is limited to the maximum price paid for the ordered items.
6. What should I do if my order was stolen after delivery?
If you purchased Worry-Free Purchase with your order, please report the lost package to admin@welcomna.com. We will arrange a replacement as soon as possible.
7. What should I do if my order was lost in transit?
If you purchased Worry-Free Purchase with your order, please report the lost package to admin@welcomna.com. We will arrange a replacement as soon as possible.
8. I did not want to purchase Worry-Free Purchase. How do I cancel?
You have 24 hours from the time you place your order to contact our customer service at admin@welcomna.com to cancel the protection. After this 24-hour period has passed, Worry-Free Purchase will no longer be refunded.
Note: Your statutory rights (e.g., regarding defects) remain unaffected by this optional add-on.