Shipping policy

At COVE, we are committed to providing a reliable, transparent, and premium delivery experience. This Shipping Policy outlines all terms and conditions related to the processing, handling, dispatch, and delivery of orders placed through cove-online.com.

By completing a purchase on our website, you agree to the terms stated below.

Shipping Process

All orders are processed and dispatched within 1–3 business days. Some items may take longer, especially around major holidays, or if your order includes popular items experiencing stock availability issues.

We always strive to dispatch orders as quickly as possible. Processing time is separate from the shipping time.

Once your order has begun processing through our shipping department we are unable to make any changes (including address changes). We will only ship to the address provided at check-out.

We only ship during business days and do not ship on Saturdays, Sundays or holidays. Once your order has shipped, you will receive a Shipping Confirmation email.

For orders with multiple items, products may be shipped separately and received on different dates due to the difference in manufacturing partners' locations.

Delivery Times

Once shipped, your order typically arrives within 4–11 business days, depending on your location.

Specific delivery dates are not provided nor guaranteed. Delivery times are indicative and no rights can be derived. We are not liable for delays beyond our control, such as delays at our shipping partner.

While we will do all that we can to make sure your order is delivered on time, COVE cannot be held responsible for conditions beyond our control such as required postal or customs clearance procedures, holidays, severe weather, labor disputes, protests, etc. and these interruptions can cause delays beyond our original delivery estimates.

Tracking

Tracking is included with every order. You will receive an email with the tracking number when your order is dispatched to the carrier's sort facility, with full updates from dispatch to doorstep so you always know where your pieces are.

You can also view and manage your order anytime from your profile — just open the Manage Order tab in the top-left menu.

For some shipping companies, it can take several days for the tracking information to update in the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us at support@cove-online.com.

Deliveries

COVE partners with reputable international carriers through our fulfilment centre to offer reliable worldwide delivery. If we deliver to your country, you will be able to proceed to checkout — if checkout is available for your address, it means delivery to your specific country and region is supported.

Do I need to pay for VAT or Custom Duties?

All our deliveries are handled by DDP which means that COVE covers all costs for customs clearance fees, import duties, and VAT. If you by any chance receive an import fee, we kindly ask you to contact us at support@cove-online.com and we will take care of it.

If you have any further questions regarding VAT and customs duties, please contact your local customs office for more information.

Lost / Stolen / Damaged Packages

Lost Packages

A package may experience transit delays, routing scans, or temporary tracking gaps. This is normal and does not indicate loss. A parcel is treated as "lost" only after the carrier officially confirms it.

If you believe your parcel is lost, please:

Contact the carrier using your tracking number
Request a status update or investigation
Follow their instructions for filing an insurance claim

The carrier may ask for identification, address confirmation, or additional documentation. Refunds or replacements are considered only after the carrier approves and compensates the claim, as all loss determinations are made by the carrier. Incorrect or incomplete shipping addresses provided by the customer void insurance eligibility.

Stolen Packages (Marked as "Delivered")

Once a parcel is scanned as Delivered, it is considered successfully handed over to the address provided. At this point, responsibility transfers to the recipient.

If you cannot locate your parcel after it is marked "Delivered":

Check with neighbours, reception desks, concierge staff, or building security
Verify the shipping address provided at checkout
Allow 24–48 hours for potential delayed delivery updates
Open a stolen-package claim directly with the carrier

Some carriers may require a local theft report for insurance validation. COVE cannot replace or refund orders marked as delivered unless the carrier's insurance claim is approved.

Damaged Packages

If your parcel arrives damaged, please contact the carrier immediately to initiate a damage claim. To support your claim, you will typically need:

Photos of the outer packaging
Photos of the damaged item(s)
Your tracking number and delivery details

We will provide documentation upon request and guide you through the process, but the carrier is responsible for approving or rejecting damage claims. Refunds or replacements are issued only after the carrier approves the insurance claim. If the carrier denies the claim, COVE is not required to compensate for the damage.

Insurance Disclaimer

COVE's "insured shipping" refers to the coverage provided by the carrier's insurance, not by COVE. This insurance is subject to the carrier's rules, their investigation timelines, and their approval or rejection of claims. COVE does not guarantee compensation outcomes and cannot override carrier decisions.

Customer Agreement

By shopping with COVE, you acknowledge that:

All claims for lost, stolen, or damaged parcels must be opened directly with the carrier.
COVE assists with information but does not file, manage, or control insurance claims.
Refunds or replacements are considered only when the carrier confirms the claim outcome.
Parcels marked as "Delivered" fall under the recipient's responsibility.
COVE is not liable for incorrect addresses, unclaimed parcels, customs delays, or carrier-related issues outside our control.

Wrong Address Disclaimer

It is the responsibility of the buyer to make sure that the shipping address entered is correct before submitting an order. We start working on your order immediately, so we are unable to make any changes to an order after it has been placed.

It is the customer's responsibility to nominate a safe and secure shipping address. COVE is not responsible for missing or stolen packages once an order has been delivered to the correct shipping address.

COVE is not liable for:

Delays caused by incorrect or incomplete addresses
Packages returned due to failed delivery attempts
Lost shipments resulting from inaccurate address submission

If a package is returned to our fulfilment centre due to customer error, reshipment fees will apply, or alternatively a refund may be issued (excluding the original shipping fee). If the order is lost due to an incorrect address provided by the customer, no refund will be issued.