Add peace of mind to your order. If your package is lost in transit or arrives damaged, we’ll replace it—no hassle.
How It Works
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In-Transit Coverage: Selecting Parcel Protection at checkout protects your shipment against loss or damage while it’s on its way to you.
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Resolution Guarantee: If your covered order is damaged or lost before delivery, our team will send a replacement item once the claim is approved.
Claims Process
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Report the Issue: Contact our Customer Care team within 7 days of the delivery date
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Provide Proof (For Damage): Please attach photos and clear video showing the damaged items and packaging.
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For Loss in Transit: For missing orders, the carrier must officially confirm the parcel as lost before a claim can be finalised.
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Replacement: Once approved, we will ship a replacement item out to you right away.
Important Policy Notes
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Replacements Only: Parcel Protection covers item replacements only. Refunds, cash payouts, or store credit are not provided under this policy.
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Non-Refundable Fee: Parcel Protection is an optional service fee applied at checkout and cannot be cancelled, returned, or refunded once purchased.
- Applies to AU customers only
Questions?
If you need help or have any questions about your shipment, reach out to us via your order confirmation email—we’re here to help!