Every order we ship is sent as a tracked parcel, and wherever the courier offers it we add signature required or no safe drop, so a parcel is never left unattended at your door. We pack each piece with care and we do our best to prevent a loss from happening in the first place.

Once a parcel is in the courier's hands, though, it is outside our control. Couriers only cover a small standard amount if something goes wrong — usually far below the value of a designer piece. That is why we offer optional shipping protection in the cart. If you choose not to add shipping protection, Lafayette Consignment cannot be held liable for a parcel that is lost or damaged in transit; we will help you with the courier's own claim, but we are not able to refund or replace the piece.

Shipping protection is an optional add-on you can switch on in your cart. The price is shown next to the toggle and is based on the value of your order. It covers your parcel while it is on its way to you.

• Loss of the parcel in transit with the courier
• Damage to your piece in transit, up to the price you paid

• Theft or damage after the courier has marked the parcel delivered (for example, a parcel taken from your doorstep)
• Customs seizures, delays, or a parcel returned to us by a public authority
• In-store pickup and local hand delivery

Protected orders are shipped with a tracked courier, usually UPS, and the claim is filed by Lafayette Consignment with our shipping insurer. The insurer will only open a file once the courier has confirmed the problem, so the first step is always with the courier, not with us.

1. Report it to the courier shown in your tracking email. With UPS you can do this yourself: go to ups.com → File a Claim → File as a Guest, enter your tracking number, and UPS will open a search and give you a claim number. UPS accepts a report once the parcel is more than 24 hours past its expected delivery date. If the courier will only deal with the sender, email us and we will open it for you.
2. Wait for the courier's answer. Most searches take one to two weeks, and parcels are often found. Our insurer only accepts a lost-parcel claim 20 days after the last tracking update for deliveries within Canada, and 30 days for deliveries to the US.
3. Then contact us at sales@lafayetteconsignment.com with the courier's claim number and their confirmation that the parcel is lost. We will send you a short claim statement to sign and date, and file the claim with our insurer.

1. Document it the day it arrives. Take clear photos (video if you can) of the outer box, the inside packaging and the damage itself, before anything is thrown away.
2. Keep everything. The piece, the box and all packaging must be kept until the claim is settled — the insurer will reject a claim if they have been discarded, and the courier may ask to inspect them.
3. Report it to the courier and ask for a damage report or claim number, then email us at sales@lafayetteconsignment.com right away with the photos and the courier reference. Damage claims can be opened immediately.

• The courier's claim number and their written confirmation that the parcel is lost or was damaged in transit
• Your own signed and dated statement confirming that you did not receive the parcel, or describing the damage
• Photos or video of the damage and packaging, if the piece arrived damaged
• A copy of government ID, or a police report, if the insurer asks for it — this is occasionally requested to verify a claim

We provide the sales invoice and file the claim on your behalf. Claims must be filed within 90 days of the shipping date, so please don't wait to report a problem. Once the file is complete the insurer usually reviews it within 5 to 7 business days.

We issue your refund once the claim has been closed and we have received the reimbursement from our shipping insurer — we are not able to refund before then. The refund is the price you paid for the piece; where damage can be properly restored, the insurer may cover a repair instead.

Shipping protection can be added in the cart for orders up to $25,000. For anything above that, contact us after you order and we will arrange coverage for the full value.