Although the case of lost package by the shipment via EMS is very rare, Ardeur considers it appropriate to have a clear policy for compensating our customers if this unfortunate event occurs. The details of our compensation policy for loss during delivery (EMS only) are as followed.
Once we’ve shipped the package and notified Tracking No. to our customers, but if the package has not been delivered, Ardeur will put our best effort in locating the missing package—the process which could takes about 30-45 business days. In the case that the item has been lost, the customer may be entitled to claim compensation from Ardeur. The maximum level of compensation payments is 70 USD, subjects to the following conditions:
Item value less than 70 USD
1. If the item purchased is still in stock, Ardeur will happily process a replacement provided that the customer is responsible for the shipping costs for the replacement product—and have the options of choosing between Registered Airmail or EMS. However, if the package got lost again, Ardeur reserves the right not to compensate for further loss claim in any cases.
2. If the item purchased is already out of stock, Ardeur will happily give the customer a refund (shipping cost not included).
Item value more than 70 USD
1. If the item purchased is in stock, and the customer still wants the item, Ardeur will happily process a replacement provided that the customer is responsible for the additional payments of the value of the item above 70 USD, and the shipping costs for the replacement product—and have the options of choosing between Registered Airmail or EMS. However, if the package got lost again, Ardeur reserves the right not to compensate for further loss claim in any cases.
2. If the item purchased is in stock, but the customer no longer wants it, Ardeur will happily process a refund, up to a maximum of 70 USD (shipping cost not included).
This policy is applied to the package shipped by EMS only
