M-Deliver (Misdelivery Policy)

Purpose

At Lovexa, we strive to ensure that every order reaches the right customer at the right time and in perfect condition. However, we understand that occasionally mistakes can happen – a package might be delivered to the wrong address, marked as delivered but not received by you, or you may receive an item that isn’t what you ordered. Our M-Deliver Policy (short for Misdelivery Policy) lays out the procedures for reporting and resolving such cases of product misdelivery. This policy protects customers from losses due to delivery errors and clarifies the responsibilities of both customers and Lovexa in these situations.

What is Considered a Misdelivery?
“Misdelivery” under this policy covers any situation where you did not receive the product you ordered, despite a delivery attempt. This can include:

• Delivery to Wrong Address or Person: The tracking shows delivered, but not to you (for example, courier left it at a wrong house or handed it to someone not authorized).
• Package Not Received: The package status is delivered but you cannot locate it (it might be lost or stolen after delivery, or marked delivered prematurely by the courier).
• Incorrect Item Received: You got a delivery, but it’s not the item you ordered (e.g., a different product, wrong size or variant, or someone else’s order entirely).
• Partial Misdelivery: Part of a multi-item order is misdelivered (some items delivered correctly, others missing/wrong in the package).

Note: This policy does not directly cover items damaged in transit (that falls under our Return/Exchange or Damaged Goods policy), but if an item was delivered broken and effectively unusable, you should still report it and we’ll assist via our returns process. Also, if a delivery is simply delayed but on its way, that’s not misdelivery – but if it’s declared delivered incorrectly, then it is.

Customer Responsibilities
We ask our customers to help us ensure successful delivery by doing the following:

• Provide Accurate Address Details: Always double-check that your shipping address and contact information are correct and complete when placing an order. Include landmarks or special instructions if your location is hard to find. Mistyped addresses are a common cause of misdelivery.
• Be Available at Expected Delivery Time: Keep an eye on the tracking information and any delivery notifications (email/SMS/app alerts). If you won’t be home, consider arranging for a family member or neighbor to receive it, or reschedule delivery if the courier offers that option. If you live in an apartment or gated community, ensure security or reception knows of the expected package if possible.
• Delivery Acknowledgment: Upon delivery, inspect the package. If the package requires a signature or OTP, only provide it after verifying the package is addressed to you. If it’s a cash on delivery (COD) order, check that the parcel has your name before paying.
• Report Issues Promptly: If you suspect a misdelivery (for example, tracking says delivered but you have nothing, or you got a wrong item), report it to Lovexa as soon as possible. Ideally within 2 days of the stated delivery date for non-receipt, or within 7 days of receiving a wrong item. The sooner we know, the faster we can act, and it also strengthens our ability to verify what happened with the courier.
• Do Not Use Items Not Meant for You: If you received someone else’s order or an extra item you didn’t order, please do not use it. Keep it in its original condition and packaging. Lovexa will arrange to retrieve it. Using or disposing of goods that aren’t yours might complicate the resolution.
• Honesty: We trust our customers to be truthful. Misdelivery claims will be investigated; fraudulent claims (for example, claiming non-receipt of a product that was in fact received) are against the law and our terms, and could lead to account suspension or legal action. We seldom encounter this, but it must be stated.

By following these responsibilities, you help us help you. We want to ensure genuine cases are resolved with priority.

How to Report a Misdelivery
If you encounter a misdelivery issue, here are the steps to report it:

1. Contact Customer Support: Reach out to Lovexa’s Customer Support through one of our official channels:
• In-app or website live chat support (this can be quickest).
• Call our support hotline: [Phone Number].
• Email us at [email protected].
• Or use the “Report an Issue” function on your order details page in the app/website.
2. Provide Details: Clearly explain the situation. Key information to include:
• Order number and date of order.
• Item(s) in the order.
• What the issue is (never received, or received wrong item, etc.).
• If “delivered” per tracking, on what date/time and by which courier (if known).
• Any evidence you have: For non-receipt, maybe a screenshot of tracking; for wrong item, photos of what you received including any labels on the box; for wrong address delivery, any note or photo possibly left by courier, etc.
• Your current address and contact (to reconfirm we have the right info and to coordinate resolution).
3. Follow Guidance: Our support team might ask a few questions or guide you through some quick troubleshooting steps. For example, if not received, they might ask you to check with household members or neighbors (in case someone else accepted it on your behalf), or check around your property (couriers sometimes leave packages in a safe spot). If it’s still not found, we’ll mark it as potentially lost. For wrong items, we’ll verify what was expected vs. what arrived.
4. Acknowledgment: After you report, you will receive an acknowledgment reference (like a case ID). Save this for tracking the issue. If you reported via phone or chat, ask for the case ID. If via email or form, you’ll get an automated or personal reply with it.

Lovexa’s Response and Resolution Process
Once you report a misdelivery, Lovexa springs into action. Here’s what we do and the typical timeline:

• Initial Response: We aim to respond and acknowledge your misdelivery report within 24 hours (usually much sooner, especially via chat or phone). This initial contact might resolve it immediately (e.g., confirming a wrong item and scheduling a replacement) or let you know it’s under investigation for non-receipt cases.
• Investigation with Courier: If the issue is a lost or misdelivered package (not an incorrect item), we coordinate with our logistics partners. We will contact the courier service to gather information: the GPS coordinates of where they marked it delivered, the name/signature of the person who received (if any), photos the delivery agent might have taken, etc. Couriers typically take 2-5 business days to investigate such queries. During this time, we stay in touch with you and might update you on any interim findings.
• Resolution Decision: Based on the outcome of the investigation:
• If it’s confirmed that the package was misdelivered or lost in transit, Lovexa takes responsibility. We will offer you a solution as per your preference and product availability: either a free replacement shipment of your order (shipped as soon as possible) or a full refund of the order value (including any shipping fees you paid). The choice will often be yours, unless the item is one-of-a-kind or out of stock (in which case refund may be the only option, or a suitable alternative product could be offered if you’re open to it).
• If a wrong item was delivered to you, we will arrange to pick up the incorrect item at no cost to you. Simultaneously, we can dispatch the correct item if it’s in stock (we usually don’t wait to get the wrong item back first, to avoid further inconvenience, though in some cases we might coordinate it closely). If the correct item is unavailable, we will issue a refund.
• In cases of partial misdelivery (some items missing), we will likely send out the missing items immediately (or refund for those items if faster/preferred).
• If the courier investigation indicates the package might actually have been delivered correctly (for example, a signed delivery receipt by someone at your address), but you still cannot locate it, we will work with you on a case-by-case basis. We might attempt another delivery or an alternative solution while continuing to probe. Our goal is not to leave you empty-handed after paying for an order.
• Communication: We keep you informed at each key step. You’ll be notified when a replacement or refund is approved. If a replacement is sent, you’ll get a new order tracking number. If a refund is processed, we’ll tell you the amount and method (refunds usually go back to the original payment method and can take 5-7 business days depending on banks). For COD orders, we’ll coordinate a bank transfer or voucher per your choice.
• Resolution Timeline: We strive to resolve misdelivery cases within 7 business days from when you reported, often sooner. Complex cases (for example, if courier insists it was delivered and there’s a dispute) might take a bit longer, but we will not leave you hanging. If we ever need more time, we’ll explain why and give an updated timeline.

Throughout the process, our customer support will treat you with empathy – we know it’s frustrating not getting your order as expected. We appreciate your patience as we sort it out.

Special Scenarios

• Customer Error in Address: If investigation finds that the shipping address provided by the customer was incorrect or incomplete (for example, you mistyped it), we will still try to help. Sometimes the package finds its way back to us as undeliverable, in which case we can reship to the correct address (you might need to pay the new shipping cost). If it was delivered to that wrong address and cannot be recovered, we’ll work with you – perhaps a partial cost arrangement or other goodwill gesture – but note that pure customer address errors are not Lovexa’s fault. We encourage double-checking address to avoid this scenario.
• Repeated Delivery Issues: If a particular account or address has repeated claims of non-receipt, we may reach out to understand if there are local delivery challenges. In some cases, we might require signature on delivery for future orders, or use a different courier, or verify address carefully. This is to ensure both the customer and Lovexa are protected. We treat each case on merit, but a pattern of unexplained losses might prompt additional verification steps.
• Package Theft: If evidence suggests a package was stolen after being delivered (for instance, a neighbor saw it delivered but it disappeared from your porch), this is essentially a misdelivery outcome (you didn’t get it). Lovexa will generally still cover you with a replacement/refund one time as a courtesy, but we advise customers to take precautions if such crime is known in your area (e.g., request “signature required” delivery by telling support in advance, use a secure locker if available, etc.). We may also guide you on filing a police report if needed, though our resolution to you won’t wait on that in straightforward cases.
• Courier Return to Sender: Sometimes couriers may return a package to us if they couldn’t find the address or make the delivery. If your order status shows returned to sender or undeliverable, our team will contact you to verify address and will resend it promptly. Such cases aren’t exactly misdelivery since you knew you didn’t get it, but the resolution is usually re-dispatch.

Post-Resolution Follow-up
After a misdelivery case is resolved with either a replacement or refund, Lovexa may do a follow-up:

• Customer Satisfaction Check: We might reach out (via email or call) to ensure that the replacement arrived correctly or the refund was received, and that you are satisfied with the outcome. We want to make sure your issue is fully resolved.
• Internal Improvements: Every misdelivery report is logged and analyzed. We identify if there were specific causes – e.g., a particular courier route having issues, ambiguous address format in our system, etc. Lovexa uses this data to work with our delivery partners on improving accuracy and to adjust our processes if needed. Our goal is to minimize future misdeliveries.
• Documentation: We maintain records of misdelivery cases for audit and quality purposes. These records help us identify repeat trends and also ensure accountability on the part of couriers.

Conclusion
Lovexa’s M-Deliver (Misdelivery) Policy is our commitment to you that if something goes wrong in the delivery process, we will make it right. Shopping with Lovexa should be worry-free from checkout to delivery. If a package goes astray or awry, you can count on us to assist you promptly and fairly.
If you have any questions about this policy or need to report an issue, please don’t hesitate to contact our support team. We appreciate your cooperation and understanding, and thank you for choosing Lovexa. Happy shopping – we’ll handle the last mile!