Lost or Damaged Package Claim Process
1. Email to info@alturajewel.com request for assistance in filing claim for lost or damaged shipment
2. Our team will checks shipment records and carrier tracking to confirm the loss or damage.
If damaged: we will confirm with you for whether refund or replacement.
If lost: we will clarify delivery status with the carrier (e.g. "Missing").
3. We will contact the courier (e.g., USPS, DHL, UPS) to open a shipping claim on the your behalf.
Please help us to collect following information:
Tracking number
Proof of shipment (invoice or label)
Photos of packaging or damage (for damaged goods)
Proof of item value (invoice or order total)
4. The courier reviews and decides on compensation (typically within 7–14 business days).
5. Once the carrier confirms reimbursement or responsibility, Altura either: 1) Ships a replacement, or 2) Issues a refund to the customer.
