Order Protection
Order Protection is an optional service offered at checkout that covers your order against loss, theft and damage in transit. The fee is calculated on your order value and appears in your cart before payment. It is handled directly by Immense Galerie — no third party, no carrier claim forms, no waiting weeks.
What is covered
- Lost in transit — tracking has not updated for 10 days (Canada & US) or 20 days (international), or the package was never delivered.
- Stolen — the package is marked as delivered but you did not receive it. Claims open 5 days after the delivery scan, allowing for carrier mis-scans.
- Damaged — your item arrives damaged or unwearable. Photos of the item and packaging are required.
How we resolve it
We reship your item free of charge whenever stock allows. If the item is no longer available, we refund the full item value. Claims are typically resolved within 2 business days.
Filing a claim
Contact us within 30 days of the delivery date (or of the last tracking update) through our contact page with the subject “Order protection claim”. Include your order number, and photos if the item arrived damaged.
What is not covered
- Packages sent to an incorrect or incomplete address entered at checkout.
- Transit delays caused by carriers, weather or customs — a delayed package is not a lost package.
- Orders placed without Order Protection added.
- Refunds cover the item value only — original shipping, duties and taxes, and the protection fee itself are excluded. The fee is non-refundable once the order has shipped.