Order Protection Policy

At The Purse Aura, we understand that your purchase is more than just an accessory-It is an investment in your style. Our Order Protection plan is designed to provide you with absolute peace of mind by guaranteeing the perfect condition and safe transit of your items

1. Premium Benefits

By opting for the PurseAura Order Protection (fixed at $40.00 per order), you receive exclusive concierge-level services:
  • Full Replacement or Refund Guarantee: Immediate resolution if your order is lost during transit or arrives damaged.
  • Pre-Shipping Quality Control (QC): Your items undergo a rigorous manual inspection. We will provide high-resolution QC photos of your exact items before they are dispatched.
  • Priority Support: Access to a dedicated, priority WhatsApp line for real-time updates and personalized assistance throughout the delivery process.

2. Coverage Details

A. Damaged Items

If your item arrives with any physical damage (scratched leather, broken hardware, or compromised structure):
  • Action Required: Please provide clear photos of the damaged packaging and detailed close-ups of the product defects.
  • Timeline: Claims must be submitted within 7 days of the delivery date.

B. Lost in Transit

  • Definition: This applies only to packages that are lost during the shipping process and have not been marked as “Delivered” by the carrier.
  • Timeline: If there is no tracking movement for an extended period, we will initiate a priority trace and replacement.
  • Note on Delivered Packages: Once a package is confirmed as “Delivered” by the carrier to the correct address provided, the PurseAura Order Protection is considered fulfilled. This policy does not cover theft or loss occurring after a successful delivery has been made.

3. Resolution Process

Once a claim is approved under this policy, we offer a “no-hassle” resolution:
  • Priority Replacement: We will ship a brand-new replacement item immediately via Express Shipping, subject to stock availability.
  • Full Refund: If the item is out of stock, we will issue a 100% refund, including your original shipping costs.
  • No Extra Cost: You will never be charged additional shipping or handling fees for replacements issued under this protection plan.

4. Policy Exclusions

Please note that Order Protection does not cover the following scenarios:
  • Incorrect Address: Issues arising from an incorrect or incomplete shipping address provided by the customer.
  • Customs Delays & Seizures: Delays caused by local customs authorities or seizures due to regional regulations are outside of our control.
  • Unprotected Orders: This policy only applies to orders where the “Order Protection” fee was successfully paid at checkout.

5. How to File a Claim

To initiate a claim, please contact your Priority Support via WhatsApp or email our concierge team with your order number and supporting documentation. We aim to review and resolve all protected claims within 24-48 hours.