Insurance Coverage
File A Claim for Your Lost Parcel
While our courier partners do their best to ensure your shipments are delivered safely, we acknowledge that there are unlikely circumstances where your shipments may be lost. Our company focuses on excellent service and strives to provide a satisfactory resolution, even if unfortunate scenarios happen.
As we all know that, claiming can be an arduous and tiresome process that we want to avoid, so we have made the process easy for you. You can file your claim for your lost parcel with us when your parcel status indicated DELIVERED but you have not received it.
Disclaimer: We encourage our customer to insure for the Courier Insurance Liability Coverage in order to be compensated for any lost, damage or shortage to the parcel during its transition. We are not liable for compensation to any lost, damage or shortage of parcel that is uninsured. The followings are also not covered:
● The courier agency goes bankrupt because the insurance is bought by the courier agency
● War, hostilities, military action, armed conflict
● Strikes, riots, revolt, terrorist activities
● Nuclear radiation, nuclear explosion, nuclear pollution and other radioactive pollution
● Earthquakes, tsunamis and secondary disasters
Process to File A Claim
1) Contact Our Customer Service Team by Call or Email
You are required to provide us with your parcel’s Tracking number.
2) Pending for Document Reviews
After you file a lost parcel with us, please allow our team to look into your report within seven (7) working days.
3) Pending for Investigation
Please note that the processing time can be varied by the courier company. On average, most cases are typically processed in fifteen to thirty (15-30) working days.
4) Investigation Result
We will contact you as soon as the result of the investigation have been provided to us by our courier partners. You might be required to do the following:
A. Lost Parcel
It is regretted that your parcels have been lost in transit. We need you to file a Police Report for the lost parcel. We will fully assist you in this process for the submission of claim to the insurance company. You are required to submit the following documents to us:
- Photocopy of Identity Card
- Police Report
- Photo of your products and consignment note that we sent to you prior to parcel dispatched
B. Found Parcel
Your parcel is on the way! You will be informed of the expected delivery date. A new tracking code will be provided to you.
Please accept our apologies for any inconvenience caused. Your continued support is highly appreciated!
Claim Amount
According to the claim method of the insurance company, all claims will be lower than the actual value, and a fixed amount will be deducted from it. We will use the amount compensated by the insurance company to compensate different losers according to the proportion. Customers who pay the insurance fee will have priority compensation.
Store or Repair Insurance
For any jewellery leave with us for repair, we have insured logistics liability insurance and jewellery block insurance for customers, with a total coverage of Ringgit Malaysia twenty thousand (RM20,000) with a limit of Ringgit Malaysia ten thousand (RM10,000) for a single package or repair receipt, the insurance company will be responsible for the loss of the customer. Once the total value of jewellery delivered by all customers for repair exceeds the insured amount, we will not be liable unless you have paid us insurance fee that is two percent (2%) of the jewellery value. Regarding repairs, neither we, the goldsmiths nor the insurance company will compensate for the damage to the jewellery during the repair process.
Detail please read here.
保险范围
为丢失的包裹提出索赔
尽管我们的快递合作伙伴会尽最大的努力确保您的货运安全交付，但我们承认在极少数的情况下您的货运可能会丢失。即使不幸的情况发生，我们公司会致力于提供卓越的服务，并努力提供令人满意的解决方案。
毫无疑问，索赔可能是我们希望避免的艰巨而繁琐的过程，因此我们为您简化了该过程。当您的包裹状态显示为已交付但尚未收到时，您可以向我们提出丢失包裹的索赔。
免责声明：我们鼓励客户购买物流责任保险，以便在过渡期间对包裹的任何丢失，损坏或短缺进行赔偿。对于没有保险的包裹丢失，损坏或短缺，我们概不负责。以下也是不受保障范围：
● 快递代理公司破产，因为保险是由快递代理公司购买
● 战争、敌对行动、军事行为、武装冲突
● 罢工、骚乱、暴动、恐怖活动
● 核辐射、核爆炸、核污染及其他放射性污染
● 地震、海啸及次生灾害
提出索赔的程序
1)通过电话或电子邮件联系我们的客户服务团队
您需要向我们提供您包裹的追踪编号。
2)待审核文件
在您向我们申报包裹丢失后，请让我们的团队在七（7）个工作日内调查您的报告。
3)待调查
请注意，处理时间可能因快递公司而异。平均而言，一般案件通常会在十五到三十（15 - 30）个工作日内得到处理。
4)调查结果
当我们的快递合作伙伴将调查结果提供给我们后，我们会尽快与您联系。您可能需要执行以下操作：
A.我丢了包裹
很遗憾您的包裹在运输途中丢失。我们需要您为丢失的包裹向警局报案。我们将在此过程中全力协助您，向保险公司提出索赔。您需要向我们提交以下文件：
- 身份证复印件
- 警局报案书
- 在寄送包裹之前，我们已向您发送的产品和托运单的照片
B.找到包裹
您的包裹正在运送中！您将被通知预期交付日期。新的跟踪代码也将提供给您。
