How does Shipping Protection work?Updated 9 days ago

While we pack your goodies with the utmost care, the journey to you is handled by the carrier, and on rare occasions parcels can be delayed, mishandled, or go missing. To give you peace of mind, we offer Shipping Protection at checkout. This is not an insurance product. It is a fast track resolution service that helps you receive a quick replacement or store credit if your order is damaged or lost in transit.

With Shipping Protection, if your parcel arrives damaged, please provide clear photo evidence of the packaging and affected items; once reviewed, we will fast track a replacement of the damaged items or issue store credit. If your parcel is lost in transit, we will promptly assess and move ahead with a replacement or store credit without waiting for the carrier investigation to conclude.

Without Shipping Protection, if your parcel appears lost, we will open a case with Australia Post first and await the outcome of their investigation before proceeding. For damaged parcels, standard carrier claims processes and timelines will apply.

• Shipping Protection covers transit-related loss or damage only and does not cover theft after delivery or address errors provided at checkout.
• Resolutions may be provided as a like for like replacement or store credit, subject to stock availability. Claims must be submitted within the timeframe specified in our full policy.

If something is not right, contact our support team with your order number, a brief description, and any relevant photos so we can help quickly.