Package Protection

By selecting Package Protection at checkout and paying an additional fee of 3% of your order subtotal, your order will be protected from damage, loss, or theft. If your order never arrives or is damaged when it arrives, you can easily file a claim with our team and receive a replacement order or be reimbursed via a store credit to be used on the same product as previously ordered.

 

If your package has been marked "delivered", yet you have not received it, please wait at least 3 days, but no longer than 15 days, after delivery confirmation to file a claim.   

  • For packages marked delivered, but still have not been received 3 days after delivery confirmation (and no longer than 15 days), we will issue you a replacement. If a replacement cannot be sent (limited edition, discontinued, etc.), we will issue store credit for the original purchase price to be used on the same product as previously ordered. 

  • For packages not marked delivered & presumed lost by the carrier, we will issue store credit for the original purchase price to be used on the same product as previously ordered.

 

  • For damaged packages, we will issue you a replacement. If a replacement cannot be sent (limited edition, discontinued, etc.), we will issue store credit for the original purchase price to be used on the same product as previously ordered. 

    We ask for your cooperation as needed for filing insurance claims, which may include photos, etc.

    To file a claim, contact us at support@kheyleve.com with your Order ID, contact info, and a description of the problem, and we will get back to you within 2-3 business days. Please include photos of damaged items, if applicable. Please use subject line: "Package Protection Order ####"

    If you declined Package Protection, and your package has been lost, stolen, or damaged, please contact the carrier directly.

    Package Protection does not cover shipments where shipment addresses were input incorrectly by the customer.

    If you ordered Just Lolo or Cherish, please know that they are heat sensitive. Once your order is shipped, you will get an email with the tracking information. Check to see when it will be delivered, and be sure to check your mailbox so that it’s not in the heat for a long period of time. We cannot be responsible for product that melts, and the package protection does not cover melted products.