Package Protection Policy
Galerie & Eve offers optional Package Protection to help protect eligible orders against loss, theft, or damage during transit.
Package Protection is an optional service and must be added before the order is placed. It cannot be added after checkout, after an order has already been placed, or after an order has shipped.
What Package Protection Covers
If Package Protection is added to your order, eligible claims may be reviewed for packages that are:
Lost during transit
Stolen after delivery
Damaged during transit
Depending on the situation, claim details, and product availability, eligible claims may be resolved through a replacement, store credit, or refund.
How to File a Claim
To file a Package Protection claim, please contact us at info@galerieandeve.com with your order number and details about the issue.
For stolen or missing packages, claims must be submitted within 7 days of the marked delivery date.
For damaged items, claims must be submitted within 7 days of delivery.
For lost packages that have not been marked as delivered, please contact us as soon as possible so we can review the tracking information and work with the carrier when needed.
Required Claim Information
To help us review your claim, we may request additional information, including but not limited to:
Order number
Shipping address
Tracking information
Photos of damaged items
Photos of the packaging
Photos of the shipping label
Carrier delivery details or claim information
For damaged item claims, clear photos of the item, packaging, and shipping label may be required before a resolution can be provided.
What Package Protection Does Not Cover
Package Protection does not cover:
Incorrect or incomplete shipping addresses entered by the customer
Refused deliveries
Normal carrier delays
Delays caused by weather, holidays, or carrier disruptions
Packages delayed but still in transit
Orders shipped to PO Box, APO, FPO, DPO, or restricted addresses
Orders marked delivered to the correct address without supporting claim details
Delivery issues caused by customer-provided address errors
Customers are responsible for providing accurate shipping information at checkout. Galerie & Eve is not responsible for delivery issues caused by incorrect, incomplete, or undeliverable addresses.
Orders Without Package Protection
If Package Protection was not added to your order, Galerie & Eve will still assist with reviewing lost or damaged package concerns and may work with the carrier when needed. However, replacement or refund options may be limited once the carrier confirms delivery or completes its investigation.
Claim Review
Submitting a claim does not guarantee approval. Each claim is reviewed based on the order details, tracking information, carrier updates, product availability, and any supporting documentation provided.
Galerie & Eve reserves the right to deny claims that do not meet the eligibility requirements outlined in this policy.
Policy Updates
We may update this Package Protection Policy from time to time. The latest version will always be available on this page.
Last updated: 05/30/2026
Contact Information
Store Name: Galerie & Eve
Company Name: CIELOS ECOM LLC
Company Address: 447 E 18th Avenue Apt E, Columbus, OH 43201
Company Number: 5550072
Phone: +1 (614) 683-3821
Email: info@galerieandeve.com
Monday to Friday | 09:00 – 17:00 (EST)
Weekends | 11:00 – 16:00 (EST)
We aim to respond to your inquiries within 24 hours.