We are sorry to hear that your ordered item is damaged during transit. Please click here submit a support request form via on our website and select "Damaged Items".
In accordance with the carrier’s investigation policy, any cases of damaged items must be reported within 48 hours upon receiving the parcel. Reports submitted after this period will not be accepted by the carrier.
When submitting the form, please ensure you provide the following relevant information:
- Order number
- Tracking number
- Name of the item(s) in question
- SKU number of the item(s) in question
- Photographs of the package (including the inner and outer box, shipping label, courier bag, and any bubble wrap)
- Photographs of the damaged items received (try best to display the product name and the white label or sticker affixed to the product)
-
Any investigation proof/ courier confirmation of physical loss or damage of the goods provided by the courier or any other relevant parties
Please DO NOT dispose of any items or packaging materials until the investigation is complete.
Upon submission of the form, a support ticket will be generated for your order, and our dedicated team will follow up with you via email.
*The parcel receipt date is indicated as ‘delivered’ by the courier in the tracking status. After 48 hours from the "delivered" scan, it is assumed that the recipient has received the order in full and in good condition; therefore, we regret that any claims or investigation requests submitted after this period will not be accepted or processed by the carrier.
*For additional insurance, we recommend opting for insured shipping for your future orders. This service offers enhanced coverage for items lost or damaged in transit, subject to assessment by the courier company. The insurance fee is 4% of the order subtotal. For further details, please refer to our Shipping & Delivery page. (Please select your region after being directed to the page)
*For orders shipped without insurance, courier companies only cover physical loss or damage to an item during transit that is subjected to the maximum liability specified in the terms and conditions of their service. Such liability will cease once the goods are successfully delivered to the designated destination address. STYLEVANA is not responsible for the aforementioned liability or any dispute arisen in regard to the delivery of goods. Despite that, we will do our utmost to assist you in any event if you need to contact the courier to resolve an issue.