Buyer Protection Policy

Effective from 10 January 2026

1. Scope of Buyer Protection

Looties Buyer Protection applies automatically to eligible orders placed through the Looties platform and is mandatory. Coverage conditions depend on the carrier and shipping service selected for the order. Coverage applies to parcels that are lost, stolen, or damaged during transit. Coverage begins when the parcel is accepted by or collected by the carrier and ends upon delivery to the intended recipient. Coverage is provided up to the insured value of the order, including shipping costs, subject to a maximum coverage amount of USD $10,000 per parcel, where available.

Looties Buyer Protection is provided in partnership with a third-party insurance provider. Looties facilitates access to this protection but does not itself insure parcels. Coverage terms, conditions, exclusions, and claims handling are governed by the underlying insurance policy.

2. Included and Excluded Coverage

2.1 What Is Covered

Buyer Protection applies where goods are:

  • lost during transit,
  • stolen during transit or delivery, or
  • damaged during transit.

Where applicable, the coverage may also include costs related to:

  • return shipping of damaged goods, and
  • re-shipping of replacement goods, when arranged through the applicable shipping provider.

Coverage applies up to the Coverage Amount. Duties and taxes are excluded.

2.2 What Is Not Covered

Buyer Protection does not apply to claims resulting from:

  • inaccurate, dishonest, or misleading information provided at checkout,
  • damage occurring before transit begins or after delivery is completed,
  • parcels marked as delivered where an incorrect delivery address was provided,
  • delays in delivery,
  • wear and tear, loss of weight or volume,
  • insufficient or unsuitable packaging,
  • illegality, including shipping prohibited or contraband goods.

Buyer Protection does not cover the following goods:

  • perishable goods (except wine),
  • precious metals, precious stones, cash, bullion, securities, or documents,
  • antiques, artwork, jewelry,
  • vehicles or vehicle parts,
  • hazardous, restricted, or controlled goods,
  • fragile goods such as glassware, ceramics, or screens,
  • livestock, plants, or animals,
  • tobacco products.

Additional sub-limits, deductibles, and exclusions may apply to certain items or claim types under the underlying insurance policy.

3. Claims Process

If a parcel is lost, stolen, or damaged, claims are handled directly by Looties' insurance partner, XCover. To submit a claim, visit: Submit a claim on XCover

Claims must be submitted within the following timeframes:

  • Delivered but not received: within 10 days from the date and time the carrier marked the parcel as delivered
  • Domestic shipments: within 30 days from the shipment date (carrier pickup and scan)
  • International shipments: within 60 days from the shipment date (carrier pickup and scan)

You will be required to provide all information and supporting documents requested by the insurance partner, which may include order details, tracking information, proof of value, photographs, or carrier documentation.

All packaging materials and damaged goods must be retained until the claim has been assessed. Failure to submit a claim within the applicable timeframe or to provide required documentation may result in the claim being rejected.

Looties does not guarantee any claim outcome or resolution timeframe, as claim handling is subject to the insurance partner's review process.

4. Third-Party Insurance Partner

Looties Buyer Protection is provided through a third-party insurance provider. Looties acts solely as an intermediary facilitating access to this protection. All coverage determinations, exclusions, deductibles, sub-limits, and claim outcomes are governed exclusively by the terms of the underlying insurance policy provided by the insurance partner.

5. Definitions

For the purposes of this policy:

  • Buyer Protectionmeans the protection automatically included with eligible orders placed on Looties.
  • Goodsmeans the items contained in a parcel that are not excluded under this policy.
  • Parcelmeans goods shipped under a single tracking number.
  • Transitmeans the period starting when a parcel is accepted by or collected by the carrier and ending when it is delivered to the intended recipient.
  • Lostmeans the parcel has been declared lost in transit by the carrier.
  • Damagemeans the goods have been rendered unusable due to accidental or malicious damage during transit.
  • Theftmeans an illegal act resulting in loss of the goods without recovery.
  • Coverage Amountmeans the maximum amount payable for a claim, corresponding to the insured value of the order, including shipping costs.