Xcotton Shipping Protection Policy
Eskute has partnered with Xcotton to offer optional Shipping Protection for eligible orders placed on eu.eskute.com.
When Xcotton Shipping Protection is added to an order, the covered parcel may be protected against loss, damage during transit, courier misdelivery and delivery delay.
Xcotton independently reviews eligible claims and determines the available compensation in accordance with the protection plan attached to the order and the applicable Xcotton Terms and Conditions.
What Does Xcotton Shipping Protection Cover?
1. Package Loss
A parcel may be treated as lost in the following situations:
- Domestic shipments: The parcel has not been marked as delivered by the carrier within 30 days after dispatch.
- International shipments: The parcel has not been marked as delivered by the carrier within 60 days after dispatch.
- Marked as delivered but not received: Carrier tracking shows that the parcel was delivered, but the customer did not receive it and can provide sufficient supporting evidence.
For an approved loss claim, Xcotton may offer either a replacement or a refund. Compensation will not exceed the original purchase value of the covered product.
2. Damage During Transit
If the covered product is damaged while being transported, Xcotton may offer a replacement or refund after reviewing the claim and supporting evidence.
Examples may include severe crushing, cracking, bending or other shipping-related damage that prevents the product from being used as intended.
Compensation will not exceed the original purchase value of the covered product.
Please keep the original shipping box, internal packaging, shipping label and damaged product until the claim has been fully resolved.
3. Courier Misdelivery
If carrier tracking shows the parcel as delivered but evidence confirms that it was delivered to an address different from the shipping address shown on the order, the customer should first contact the carrier to correct the delivery.
If redelivery or address correction creates an additional charge, Xcotton may reimburse that cost, subject to its review and approval.
If the parcel cannot be located, Xcotton may handle the case as a lost-package claim.
4. Delivery Delay Compensation
If the covered parcel is not delivered within the agreed delivery time, the customer may be eligible for a one-time delay compensation payment of up to USD 5 or the equivalent amount in the customer’s local currency per order.
The exact benefit is determined by the Xcotton protection plan shown in the customer’s confirmation email.
Delivery delay compensation is separate from compensation for a parcel that has been confirmed as lost.
Compensation Limits
For an approved loss or damage claim:
- Compensation will not exceed the amount paid for the covered product.
- Xcotton’s maximum liability for a single claim will not exceed USD 13,000.
- Original delivery charges and the Xcotton Shipping Protection fee are not included.
- Indirect or consequential losses, including loss of use while waiting for a replacement, are not covered.
For delivery delay, the Eskute EU SPDL5 plan provides a one-time payment of up to USD 5 or its equivalent in local currency per order.
How to File a Claim
Claims can be submitted directly through the official:
Xcotton Shipping Protection Resolution Center
Customers may also contact Xcotton at:
When filing a claim, please provide as much of the following information as possible:
- The email address used to place the Eskute order
- Eskute order number
- Xcotton Shipping Protection information
- Carrier tracking number
- A clear description of the problem
- Photos of all sides of the shipping box
- A clear photo of the shipping label
- Photos or videos of the product and internal packaging
- Carrier confirmation, police report or security-camera evidence where applicable
Xcotton may request additional evidence before making a claim decision.
Important Claim Reporting Deadlines
Claims must be reported within the applicable deadline:
Package not marked as delivered
The claim must be reported within 90 days after the shipment date.
A domestic parcel may be considered lost after 30 days without delivery confirmation. An international parcel may be considered lost after 60 days without delivery confirmation.
Marked as delivered but not received
The issue must be reported within 7 days after the carrier tracking status changes to “delivered”.
Supporting documents may include a carrier confirmation letter, police report or relevant security-camera recording.
Damage during transit
Shipping damage must be reported within 7 days after the carrier tracking status changes to “delivered”.
Courier misdelivery
Courier misdelivery should be reported immediately and no later than 7 days after the carrier tracking status changes to “delivered”.
Delivery delay
A delivery-delay claim should be submitted as soon as the delay is identified and within the deadline stated in the applicable Xcotton plan.
Late claims or claims without sufficient evidence may be declined.
Situations Not Covered
Xcotton Shipping Protection does not cover loss, damage or expenses resulting from:
- An incorrect or incomplete delivery address entered during checkout
- A parcel that has not actually been handed over to the carrier, including tracking statuses such as “label created”, “pre-shipment” 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 shipping damage
- Product problems that existed before shipment, including inherent manufacturing defects, rust or oxidation without visible transit-related water damage
- An incorrect product, colour, model, style or size being sent
- War, civil unrest, terrorism, seizure, detention or other exclusions stated in XCotton’s official terms
- False, misleading, fraudulent or unsupported claims
Manufacturing defects, missing accessories caused by fulfilment errors, incorrect products and mechanical problems should be reported directly to Eskute EU rather than submitted as Shipping Protection claims.
Cancelling Shipping Protection
If the order has not yet been shipped, please 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 normally be cancelled or refunded.
Shipping Protection, Warranty and Returns
Xcotton Shipping Protection only applies to eligible shipping-related events occurring while the parcel is in transit.
For manufacturing defects, mechanical faults, missing items caused by order fulfilment, warranty support, returns or other product-related concerns, please contact:
Eskute EU Support: support.eu@eskute.com
Xcotton Shipping Protection is an optional third-party service. It is separate from Eskute's warranty, return policy and 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
Shipping Protection claims
Xcotton Resolution Center:
https://sp.xcottons.com/#/parcel/parcel-login
Xcotton Email:
support@xcottons.com
Eskute order and product support
Eskute EU Email:
support.eu@eskute.com
For full coverage conditions and exclusions, please review the official Xcotton Shipping Protection Terms and Conditions. If this summary conflicts with the protection confirmation or Xcotton’s applicable terms, the protection confirmation and applicable Xcotton terms will take precedence, subject to mandatory consumer law.