Claims - Package Loss

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Ellie Belle Package Loss Plan

At Ellie Belle, we are committed to ensuring that every package arrives securely and on time. In the rare case of a lost or damaged package, we’ve developed the following process to ensure smooth handling and resolution.

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How to Report a Lost or Damaged Package

• Customers must initiate the claim process through our Returns/Claims Portal at:
  https://elliebelle.com/apps/redo/returns-portal/login
• Claims must be submitted within 2 business days of the expected delivery date or the discovery of loss or damage.
• Our team will open an investigation and keep you updated throughout the process.

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Important Note:

• Open claims cannot be switched to a return. Once a claim has been filed, it must go through the investigation process.
• A lost package claim cannot be switched to a return, even if the customer later locates the package. The claim must proceed through the investigation process to determine the cause of the issue.
• If the investigation concludes that the carrier is at fault, the claim will be resolved accordingly. If the package is found but not deemed the carrier’s fault, but rather the customer's error, the customer will need to keep the package, and a return will not be processed.
• If you have further questions or wish to provide additional details about your claim, please contact our customer service team for assistance.

Required Documentation for Claims

To proceed with a claim, the following documents are mandatory:

• Sworn Affidavit: A formal statement from the customer confirming the package was lost, stolen, or damaged.
• Police Report: An official report filed with the local authorities documenting the issue.

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Claim Investigation Timeline

• Carrier investigations typically take 10-15 business days to complete.
• If customs inspections were involved, the carrier may request a review of customs clearance records or surveillance footage as part of the investigation.

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Resolution Options

• If the claim is approved, Ellie Belle will offer a full refund or replacement, depending on item availability.
• If the package is confirmed lost or stolen after delivery and the Package Protection Plan was selected at checkout, Ellie Belle will cover the loss under the protection policy.
• If the Package Protection Plan was not selected, the outcome will depend on the carrier’s investigation.

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Refunds & Import Duties

• Refunds will be issued to the original payment method upon claim approval.
• Please note that import duties and taxes are non-refundable, as these are collected by government authorities.

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Key Reminders

• Claims must be initiated through the Ellie Belle Returns Portal at:
  https://elliebelle.com/apps/redo/returns-portal/login
• Sworn affidavits and police reports are required to process claims. Timely submission will help avoid delays.
• Once a claim is filed, it cannot be switched to a return.
• We recommend selecting the Package Protection Plan at checkout to ensure additional security for high-value packages.

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If you have any questions or need assistance with the process, feel free to contact our customer service team at support@elliebelle.com