A delivery problem should not leave you wondering what to do next. This guide explains the optional Xcotton Shipping Protection & Free Return service available at KICKSOWN checkout, the issues that may qualify, and how to request help with a protected order.
What is KICKSOWN Shipping Protection?
Xcotton Shipping Protection & Free Return is an optional service you can select when placing your KICKSOWN order. It provides a route to submit eligible shipping claims and request return shipping cost support under the terms applicable to your purchase.
Protection must be selected before your order is placed. Xcotton reviews claims under its applicable terms; KICKSOWN can help you understand the next step.
The service is optional and is not automatically included. Before completing checkout, review the service details shown for your order so you understand the available protection and any conditions.
What may be covered?
Depending on the protection purchased and Xcotton’s applicable terms, the following situations may be eligible for review. Reporting an issue does not guarantee that a claim will be approved.
A package lost in transit
If your order goes missing during shipping, you can submit the tracking details for review. Tracking that has stopped updating may require further investigation before the package can be treated as lost.
Tracking shows ‘Delivered,’ but your package is missing
If you cannot locate a package marked as delivered, report the issue promptly through the claims portal. Include your order number, tracking number and relevant delivery details.
An item damaged during shipping
If your item arrives with transit damage, take clear photos of the item, packaging and shipping label. Keep the packaging while your claim is being reviewed in case further evidence is requested.
An eligible delivery delay
If your order is taking longer than expected, you can request assistance. A delay does not automatically qualify for compensation; eligibility depends on the applicable protection terms.
Eligible return shipping costs
The Free Return component may provide return shipping cost support for eligible covered products. Contact KICKSOWN before returning an item so we can guide you through the applicable return process.
When should you report an issue?
Report problems as soon as you discover them. The original service summary describes protection as generally available for up to 90 days from the shipping date, with shorter reporting windows for some issues.
| Issue | When to report | What to prepare |
|---|---|---|
| Lost or stalled shipment | Within the eligible protection period | Order number, tracking number and tracking history |
| Delivered but missing | Within 7 days after discovering the issue | Tracking status and relevant delivery details |
| Transit damage | Within 7 days after discovering the damage | Photos of the item, packaging and shipping label |
| Delivery delay | As soon as identified, within the eligible protection period | Order and tracking details |
| Return request | Contact KICKSOWN before sending anything back | Order number and reason for the return |
How to submit a claim
1. Review your order and tracking
Check your order confirmation for the protection service and review the latest tracking status. Identify whether the issue concerns a missing shipment, delivery discrepancy, damage or delay.
2. Prepare your supporting information
Have your KICKSOWN order number, tracking number and a brief description of the problem ready. For damage claims, include clear photos showing the affected item and packaging. Xcotton may request additional information during its review.
3. Submit through the Xcotton Claims Portal
Open the Xcotton Claims Portal (opens in a new tab) and follow the instructions to submit your claim. Keep your submission details and monitor any follow-up requests from Xcotton.
If you are unsure where to start, email support@kicksown.com with your order number and a short explanation.
How eligible returns work
Start by contacting KICKSOWN support. Include your order number, the product you want to return and the reason for your request. We will guide you through the return process under KICKSOWN’s Return Policy.
Before sending the product back, confirm the return instructions and whether return shipping support applies to your protected order. The service name ‘Free Return’ does not mean every return or every associated cost is covered.
This helps you confirm the return instructions and applicable shipping support before paying for postage or sending your item to an incorrect address.
How KICKSOWN can help
KICKSOWN can help you review your order details, understand the claims process and arrange a return request. Xcotton reviews protection claims and decides eligibility under its own applicable terms.
For the clearest support request, send your order number, tracking number and a short description of what happened to support@kicksown.com. Include photos when relevant.
If you did not add protection at checkout, you can still contact KICKSOWN about an order issue. Our team will review your request under the applicable store policies.
Frequently asked questions
Is Shipping Protection automatically included?
No. It is optional and must be selected at checkout before you place your order.
Who decides whether a claim is approved?
Xcotton reviews protection claims under its applicable terms. KICKSOWN can guide you through the process, but does not determine Xcotton claim approval.
How long do I have to report a problem?
The general protection period is described as up to 90 days from shipping. Delivered-but-missing and transit damage issues should be reported within 7 days after discovery. Check the terms applicable to your order and report any issue promptly.
Does Free Return cover every return?
Return shipping support is subject to eligibility and the applicable protection terms. Return requests also remain subject to KICKSOWN’s Return Policy. Contact support before sending anything back.
What should I include when contacting KICKSOWN?
Include your order number, tracking number and a brief explanation. For damage, add clear photos of the item and packaging. Email support@kicksown.com for guidance.
Need help with your order?
Submit a protected shipping claim through Xcotton, or contact KICKSOWN for guidance on your order or return.
Submit a claim ↗Contact KICKSOWN