Protection & Compensation for Logistics Issues

Although rare, packages have the potential to be lost or damaged during the shipping and delivery process to and from Novelship. In the event there is an issue with your package in transit, Novelship will start an investigation with the logistics carrier to reach a resolution for you.

To get started, please read through the scenarios and escalation processes here. When contacting us through the Support widget on the site, please select Shipping/Delivery in the Issue Type and include your order ID. Please also include as much information as possible regarding your situation along with image attachments; this will decrease the investigation time. 

Limitations and exclusions

Novelship covers goods in transit worldwide, although temporary restrictions may apply from time to time as a consequence of, but not limited to, political, terrorist, nuclear, and war risks, or on the advice of government officials. It does not cover the following:

• delay;
• loss, damage or expense attributable to the willful misconduct by the buyer or its agents;
• loss, damage or expense caused by delay;

Loss and Damage Settlement

• Starting from May 1, 2023, Novelship is dedicated to delivering excellent service to our valued customers. That's why we surpass the typical maximum compensation amount of SGD 100 provided by many logistics carriers for lost parcels.
• Novelship will compensate you in full (price paid) for any lost parcels.
• Before issuing a refund for lost parcels, we must receive confirmation from the courier that the parcel is lost.
• Compensation for damage will be based on the amount provided by the courier.
• Please note that the compensation mentioned above is only applicable for buyers. As a seller, the compensation amount for lost parcels must be in accordance with the amount provided by the courier.

How to make a claim?

If you wish to make a claim, you should always notify Novelship as soon as possible. It should be in any event, no later than 2 calendar days from when package is marked as delivered. 

• Contact us at support@novelship.com
• Provide the needed information based on our article What is Needed to Process and Investigation for Buyers?. 

Novelship reserves the right to deny any claim or request for refund in connection with a pattern of fraudulent user behavior or negligence that Novelship determines in its sole and reasonable discretion should result to account suspension.

Should you have any question, please do not hesitate to reach out to us through the live chat or email us at support@novelship.com.