Order Protection is an optional service in the cart (added by default, and you can switch it off at any time). It covers your order from the moment it ships until it is up and working in your home: if a protected order is lost or damaged in transit, or has a quality problem, Mooiehome sorts it out directly — no carrier claims, no waiting on a third party.
What is covered
- Lost in transit: covered once the carrier confirms non-delivery. Delays caused by customs, weather or inspections are not considered lost.
- Damaged in transit: report within 7 days of delivery with photos of the item, the packaging and the shipping label.
- Quality problems: a defect in materials, finish or function found within 30 days of delivery (for example a flickering driver, a cracked shade, a loose arm, missing parts). Send photos or a short video and our team will first work with you to resolve it — a replacement part, a fix or a discount if you prefer to keep the piece. If that does not solve it, we send you a new lamp or refund the order in full, your choice.
What is not covered
- Incorrect or incomplete addresses entered at checkout.
- Unclaimed packages or refused deliveries.
- Damage caused by installation errors, modification, misuse or normal wear.
- Orders placed without Order Protection.
How to file a claim
Contact our support team with your order number and photos (within 7 days of delivery for transit damage, within 30 days for quality problems, or from the expected delivery date if the parcel never arrived). We reply within one business day. We always try to resolve the problem with you first; if we cannot, we ship a replacement lamp or refund the protected items in full.
Cost
The fee is 5% of your order value, rounded to whole dollars (a small minimum applies on very low-value orders) and shown in the cart before you pay. It is not refundable once the order has shipped.