Shipping Protection
Shipping Protection
Peace of mind from checkout to doorstep. If your parcel is lost, damaged, or stolen in transit, your order is protected — and a claim takes just a few minutes to file.
What Shipping Protection Covers
Shipping Protection is provided by our partner Xcotton. When added at checkout, your parcel is covered against the most common delivery mishaps.
Lost in Transit
Your parcel is accepted by the carrier but never arrives at your address.
Damaged on Arrival
Your items arrive broken, torn, stained, or otherwise damaged during shipping.
Stolen After Delivery
Your parcel is marked delivered but was taken from your doorstep.
How to File a Claim
Choose whichever option is easiest for you. All three reach the same Xcotton claims team — you only need to use one.
From Your Confirmation Email
After your purchase, Xcotton sent you a confirmation email. Open it and click the claim link inside. Search your inbox for this subject line:
Click the box to select, then press Ctrl+C (⌘+C on Mac).
Tip: if you can't find it, check your spam or promotions folder.
File Online
Go straight to the Xcotton claims portal, sign in with your parcel details, and submit your report there.
Start a ClaimEmail the Team
Prefer to write to someone? Contact the Xcotton support team directly and they'll open the claim for you.
Click the box to select, then press Ctrl+C (⌘+C on Mac).
What to Have Ready
Having these on hand will help your claim be processed as quickly as possible.
What Happens Next
Submit
File your claim through any of the three options above.
Review
The Xcotton team reviews your report and supporting photos.
Decision
You'll be contacted by email with the outcome of your claim.
Resolution
Approved claims are resolved with a replacement or a refund.
Frequently Asked Questions
How do I know if I purchased Shipping Protection?
Shipping Protection appears as a separate line item on your order summary at checkout. If it was added, you will also have received a confirmation email titled "Xcotton Shipping Protection Placed Successfully."
Who handles my claim — Olivria or Xcotton?
Claims are handled directly by Xcotton, our shipping protection partner. Filing with Xcotton through any of the three options above is the fastest route to resolution.
I can't find the confirmation email. What should I do?
Please check your spam and promotions folders first. If it still isn't there, you can file directly through the online portal or email support@xcottons.com with your order and tracking numbers.
My tracking says delivered, but I never received the parcel.
This is covered. We recommend checking with neighbours and around your property first, then filing a claim with Xcotton describing the situation.
My order arrived damaged. What do I need to provide?
Please take clear photos of the damaged item, the outer packaging, and the shipping label before discarding anything, then include them with your claim.
What if I didn't add Shipping Protection to my order?
If your order was not protected, please contact Olivria customer service and we'll do our best to help you within the terms of our standard shipping policy.
Still Need Help?
The Xcotton claims team is the fastest way to resolve a parcel issue. Reach them directly at:
Click to select, then press Ctrl+C (⌘+C on Mac).
Shipping Protection is an optional service provided by Xcotton and is subject to Xcotton's terms and conditions. Coverage applies only to orders where Shipping Protection was purchased at checkout. For questions about your Olivria order that are unrelated to a parcel claim, please contact Olivria customer service.
