Shipping Protection


There’s no need to wait weeks for claims to be processed by couriers - protect your parcel with just 1% of the contents value and we’ll offer you a replacement* right away. 

* Replacement provided if all items are in stock. Otherwise we will offer you a refund less shipping & insurance fee's. 


  • Carrier status states "delivered’", but you have not received it. Depending on where you live, we ask that you allow up to 7 business days but no longer than 15 days for United States domestic shipments (30-90 days for international shipments) for your parcel to be delivered. Sometimes the carrier prematurely marks it as delivered and tries a redelivery, and it then turns up in a secure location at your property or perhaps may be misdelivered.
  • If your carrier status is not "delivered" and your tracking has not updated for 2 weeks from the ship date (domestic only).


  • Items arrive damaged in transit - minor cosmetic blemishes (dents, dings, scratches) are not covered under this insurance policy.
  • Some of your order is missing due to the box/packet opening in transit. 

Please contact us immediately if your items have arrived damaged or something is missing. Submit photographic evidence of tampered items.


  • Missing parcels or redelivery fees due to incorrect address information provided by you
  • Delays in transit
  • Orders that have been re-routed to another destination through a freight forwarder or other third party.
  • Order marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays
  • Orders stuck in customs - we cannot be held responsible for customs delays. Delays can take up to 90 days for delivery due to unique country customs operations. Please get in touch with your chosen courier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees and these will be deducted from your refund
  • Items that are returned to us for a refund or exchange that are not in a resalable condition.
  • If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions


If your parcel is lost or damaged, please contact us on from the email address you used to place your order. A member of our customer service team will assist you within 2 working days. What to include in your claim: 

  • Subject line: CLAIM for order #12345
  • Description of your issue
  • Photo evidence of damage

We will continue to track your parcel and should it appear, we request it be sent back to us at our expense. 

By selecting shipping protection, you agree to these terms. 

We ask that you do not get in touch with use regarding a missing parcel until the allotted time has passed for it to be deemed as lost/stolen.

This is our inhouse protection policy. Our shipping protection is non refundable.


We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take 6-8 weeks and is at the discretion of the courier.

If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.