What is Order Protection and how does it work?
What is Order Protection? Order Protection protects your order against loss, damage, theft and more. In a few clicks, you'll receive a refund or replacement for approved claims. To cover your order, make sure Order Protection is toggled on at checkout.
How do I buy it? Order protection will be available to add once you reach your checkout cart. Once added, it will appear at checkout before you place your order.
How do I make a claim with Order Protection? If you’ve purchased order protection and need to make a claim, click the "File a Claim" button on your order confirmation email.
What am I covered for? Order Protection covers lost, damaged, stolen, wrong/missing items and orders that are returned to sender.
How much does Order Protection cost? The cost of Order Protection depends on the value of your order.
How long will my claim take? Order Protection aim to respond within 10 hours. Most customers get a resolution even quicker than that!
How long before my delivery is classed as lost? If your parcel hasn't had an updated tracking scan in 7+ days, it’s considered lost in transit, and you can make a claim.
What happens if my parcel is stolen / if it says delivered but I haven’t received it? Make a claim, by following the link in your order confirmation email. If your order is high value, you may be asked to provide proof of a filed police report.
What happens if I’ve received a wrong item? You’ll be asked to provide a photo of the wrong item to confirm the claim.
I didn’t add Order Protection to my order, but I need to make a claim. If you choose not to purchase Order Protection at checkout, and you have an issue with your order, you’ll need to contact our customer service team. We will explain the options available to you at that time.
What do I get if my claim is successful? You can opt for a refund or replacement of your order. In the event that your order was a one-of-a-kind product, we will refund you the purchase amount so you are able to choose something different.
How long do I have to make a claim? 30 – 45 days depending on the claim type. This is from the date you placed your order.
How do I get a refund for Order Protection? If your order is in transit we are unable to refund order protection. We also do not refund if you choose to return your items. If your order has not shipped and you wish to refund, please contact our customer assistants immediately so we can issue the refund prior to shipping.