What's Included

• Protection against parcels that are lost, stolen or damaged during transit
• Faster resolution of shipping-related issues
• Replacement items (where available) or a refund for eligible products

Our Customer Care team is always here to help, but adding Package Protection means eligible claims can be processed more quickly, helping you get your order sorted with minimal delay.

What Qualifies as a Lost Parcel?

A parcel may be considered lost if:

• Your tracking has shown no movement for more than 7 consecutive days.

If your tracking shows your parcel as delivered but you have not received it, please contact our Customer Care team before submitting a claim so we can investigate with the courier. You can contact us here.

What Qualifies as a Damaged Parcel?

A parcel may be eligible for a claim if it arrives with visible damage caused during transit, such as:

• Torn, opened or heavily damaged outer packaging
• Water damage to the parcel
• Items inside the parcel that have been damaged as a result of transit

What's Not Covered?

Package Protection does not cover:

• Orders delayed in transit, unless tracking has shown no movement for more than 7 days.
• Parcels affected by customs inspections or customs clearance delays.
• Orders where an incorrect or incomplete delivery address was entered at checkout.
• Re-delivery fees resulting from incorrect delivery information.
• Parcels left in a designated safe place or outside the delivery address at the customer's request once marked as delivered by the courier.
• Returned items that are not received back in their original, saleable condition.
• Items that are received in good condition but are no longer wanted. Please contact our Customer Care team regarding our standard returns process.

How to Submit a Claim

If your parcel has been lost or arrived damaged, simply submit a claim through our claims portal.

Our team aims to review all claims and respond within 24 hours.