Last updated: 08 August 2026
What Route is
Route is optional package protection you can add to your order at checkout. It protects your parcel against being lost, stolen or damaged in transit, from the moment it leaves us until it reaches you.
Route is provided by Route App, Inc., a separate, licensed insurance company. When you add Route, the protection is a contract between you and Route — not with us. We are not the insurer and do not decide Route claims.
It is optional
Route is opt-in. It is not added automatically: you actively select it at checkout, and the cost is shown separately before you pay. If you would rather not take it, simply leave it unselected.
Choosing not to add Route does not reduce your rights against us. Whether or not you have Route, an order that arrives damaged, incorrect or incomplete is still covered by our own policies, and your statutory rights are unaffected — see "How this sits alongside your other rights" below.
What Route covers, and how to claim
If you added Route at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file at route.com or in the Route app. To file, you will need your store order number or Route ID and the email address used for the order.
Lost parcels. A parcel is generally treated as lost if it is never marked "delivered". Route applies waiting periods before a parcel is considered lost — as a guide, around 7 days from the last tracking update for domestic shipments and about 20 days for international shipments. A claim must usually be filed within a set period of the last tracking update (Route currently applies 30 days). The current, binding time frames are always the ones on Route's own policy pages.
Stolen parcels. If tracking shows your parcel as delivered but you did not receive it, Route can cover theft. File through the same link.
Damaged in transit. If your order arrives damaged, take photographs of the item and the packaging before disposing of anything, and include them in your Route claim.
For any of these, Route investigates and then either arranges a replacement or reimburses you, under Route's terms — you do not need to return anything to us for a Route claim.
What Route does not cover
Route protects against transit loss, theft and damage. It does not cover:
- dissatisfaction with the quality of a product that arrived intact — that is a matter for us, under our Returns and Refunds policy;
- a product fault or manufacturing defect — contact us and we will put it right;
- carrier lateness on expedited services;
- items you simply changed your mind about — that is a return, not a Route claim.
In short: transit problems go to Route; anything about the product itself, or a change of mind, comes to us. If you are not sure which applies, email support@e-cosmetorium.com and we will point you the right way.
How this sits alongside your other rights
Route is an extra layer, not a replacement for anything.
- If you are a consumer in the EU, EEA or UK, your 14-day right of withdrawal and your right to a remedy for goods that are not in conformity apply regardless of whether you bought Route.
- Our own handling of damaged, incorrect or incomplete orders applies to everyone, with or without Route.
- Buying Route never shortens, limits or replaces any of these.
You are free to decline Route and rely on your statutory rights and our policies alone.
Questions
For anything about the product, your order or a return, write to support@e-cosmetorium.com. For the status of a Route claim you have already filed, contact Route directly through the link in your Route confirmation email.
