Xcotton Shipping Protection Policy
Eskute has partnered with Xcotton to offer optional Shipping Protection for eligible orders placed on eu.eskute.com.
When added to an order, Xcotton Shipping Protection may cover eligible parcel loss, partial loss, damage during transit, courier misdelivery and delivery delay.
Claims are reviewed and handled by Xcotton in accordance with the protection plan associated with your order and the applicable Xcotton Terms and Conditions.
Need to File a Claim?
Customers who purchased Xcotton Shipping Protection can start a claim using any of the following methods.
Method 1 — File a Claim from Your Confirmation Email
After purchasing Shipping Protection, you will receive an email with the subject:
“Xcotton Shipping Protection Placed Successfully”
Open this email and click your Protection ID to begin the claim process.
Please check your spam or junk folder if you cannot find the confirmation email.
Method 2 — File a Claim Online
Visit the official:
Xcotton Shipping Protection Resolution Center
Enter the email address used for your Eskute EU order together with your Protection ID or Order ID, then follow the instructions provided.
Method 3 — Contact Xcotton by Email
Contact Xcotton directly at:
Please include your Eskute EU order number, Protection ID, tracking number, claim reason and any available supporting evidence.
What Does Shipping Protection Cover?
1. Package Loss
A covered parcel may be considered lost when:
- A domestic parcel has not been delivered within 30 days after dispatch.
- An international parcel has not been delivered within 60 days after dispatch.
- Tracking shows “delivered”, but the customer did not receive the parcel and can provide sufficient supporting evidence.
For an approved loss claim, Xcotton may offer a replacement or refund up to the purchase value of the covered product.
2. Partial Loss
Partial loss may apply when only part of an order or shipment arrives.
Depending on the claim, customers may be asked to provide:
- A photo of the shipping label showing the tracking number and package weight
- Photos of all sides of the outer packaging
- Photos of all items received
- Evidence of the actual weight of the delivered parcel
Compensation is based on the purchase value of the missing covered item.
3. Package Marked as Delivered but Not Received
If carrier tracking shows “delivered” but the parcel cannot be located, Xcotton may request one or more of the following:
- A police report
- Relevant security-camera or delivery-area video
- Written confirmation from the carrier that the parcel was lost
If approved, Xcotton may offer a replacement or refund up to the purchase value of the covered product.
4. Damage During Transit
Shipping Protection may cover damage caused while the parcel is in transit.
Customers should provide:
- A clear photo of the shipping label
- Photos of all sides of the outer packaging
- Photos of the internal packaging
- Clear photos or videos showing the damaged product or parts
Please keep the original box, internal packaging, shipping label and damaged parts until the claim has been resolved.
Depending on the extent of the damage, the available resolution may include:
- Minor cosmetic damage: Partial cash compensation where the product remains functional
- Component damage: Replacement parts and associated shipping costs
- Total damage: Product replacement or compensation up to the covered product’s purchase value
Xcotton will assess the submitted evidence and determine the appropriate resolution.
5. Courier Misdelivery
Courier misdelivery may apply when proof of delivery shows an address different from the shipping address entered on the Eskute EU order.
If the parcel can be recovered and redelivered, Xcotton may cover the reasonable redelivery cost. If the parcel cannot be located, the case may be handled as a lost-parcel claim.
6. Delivery Delay
If the covered parcel arrives later than the delivery timeframe stated by Eskute EU, the customer may be eligible for a one-time delay payment of:
USD 5 or the equivalent amount in the customer’s local currency per order
Xcotton normally identifies delivery delays through the carrier’s tracking information, so additional supporting documents may not be required.
Delivery-delay compensation is separate from compensation for a parcel that is confirmed as lost.
Claim Reporting Deadlines
All claims must be submitted within the applicable reporting period and no later than 90 days after the shipment date.
For the following situations, customers should submit a claim immediately:
- Tracking shows “delivered”, but the parcel was not received
- The parcel or product arrived damaged
- The parcel was delivered to the wrong address
- Part of the shipment is missing
For delivered-but-not-received, damage or courier-misdelivery cases, the applicable Xcotton terms may require the issue to be reported within 7 days after tracking is updated to “delivered”.
Submitting a claim as soon as the issue is discovered helps prevent delays or rejection due to late reporting or insufficient evidence.
Claims Processing Time
Xcotton generally aims to:
- Provide an initial response within 24 hours after receiving a claim
- Process payment or arrange a replacement within two business days when all required documents are complete
- Respond to routine merchant claim enquiries within 24 hours
Actual processing time may vary depending on the claim, the evidence provided and carrier cooperation.
Compensation Methods
Depending on the approved resolution, compensation may be provided through:
- A refund to the original payment method, processed with Eskute EU
- An Eskute EU gift card or voucher
- A direct bank transfer from Xcotton
- Replacement parts or a replacement product
The final compensation method is determined according to the claim circumstances and the options offered by Xcotton.
Compensation Limits
The maximum compensation is generally limited to the amount paid for the covered product, as shown in the order confirmation or other valid proof of payment.
Compensation does not include:
- Original shipping charges
- Taxes
- The Xcotton Shipping Protection fee
- Indirect or consequential losses
For partial loss or partial damage, compensation will be based on the value of the missing or damaged item or component and will not exceed the covered product’s purchase value.
Situations Not Covered
Xcotton Shipping Protection does not cover loss, damage or expenses resulting from:
- An incorrect or incomplete shipping address entered during checkout
- A parcel that has not been handed over to the carrier, including statuses such as “pre-shipment”, “label created” or “shipment information received”
- Goods detained or confiscated by customs, law-enforcement agencies or government authorities
- A parcel refused by the recipient or returned to the sender for reasons unrelated to covered transit damage
- Incorrect products, colours, models, styles or sizes sent by the merchant
- Product defects or damage that existed before shipment
- Rust or oxidation without evidence of transit-related water damage
- Inherent manufacturing defects or mechanical problems
- War, civil unrest, terrorism, seizure, detention or other events excluded under Xcotton’s official terms
- False, misleading, fraudulent or unsupported claims
For an incorrect item, fulfilment error, manufacturing defect, missing accessory or mechanical problem, please contact Eskute directly at support.eu@eskute.com.
Cancelling Shipping Protection
If your order has not yet been shipped, contact Eskute EU to request cancellation and a refund of the Shipping Protection fee:
Once the covered order has been shipped, Xcotton Shipping Protection cannot be cancelled.
Shipping Protection, Warranty and Returns
Xcotton Shipping Protection applies to eligible shipping-related events involving a covered parcel.
It is separate from:
- Eskute's two-year warranty
- Eskute's return and cancellation policies
- Product-quality and after-sales support
- Eskute's legal obligations as the seller
Nothing in this policy limits or replaces any mandatory consumer rights available under EU or applicable national law, including the legal guarantee of conformity.
Contact Information
Xcotton Shipping Protection Claims
Confirmation email: Xcotton Shipping Protection Placed Successfully
Resolution Center: File a Shipping Protection Claim
Email: support@xcottons.com
Eskute EU Order and Product Support
Email: support.eu@eskute.com
For complete coverage conditions and exclusions, please review the official Xcotton Shipping Protection Terms and Conditions.
If this page conflicts with the protection confirmation email or the applicable Xcotton terms, the protection confirmation and applicable Xcotton terms will take precedence, subject to mandatory consumer law.