Package Protection
We offer our customers the option to opt in to our Package Protection service when placing an order. This service is especially useful for high-value or international orders, offering you extra peace of mind in case anything happens to your package during transit.
This service is provided in partnership with Swap Protect.
How it works
1. Opt in for Package Protection
At the checkout, opt in for Package Protection to ensure your order is insured under Swap Protect.
2. Issue with an order
If your order is lost, stolen or damaged simply submit a claim with Swap Protect and they will respond within 24 hours.
3. Claim is received
Once your claim is received and approved, a replacement order will be sent to you free of charge, else a refund is issued.
Package Protection
Our partner handles lost, damaged, or stolen items for you, with a smooth and efficient process to resolve any order issues. Once an issue is reported, they take action within 24 hours.
All protected orders come with the added benefit of carbon offsetting, meaning a small contribution is made to global reforestation efforts. You can follow Swap Protect's carbon credit impact on Tree Nation.
FAQs
We are pleased to offer this service as a small percentage of your order value. Simply add your items to cart and a quote will automatically be calculated for you. To see this, click on the Bag icon or proceed to checkout.
Simply opt in for Package Protection at the checkout to ensure your order is insured if lost, stolen or damaged. A dedicated section will be visible for this service.
Please note, only orders with Package Protection will be covered.
To raise a claim, please follow the steps here. You can also follow the link received in your Package Protection confirmation email.
The team will then typically confirm their resolution within 24 hours.
All claims must be submitted within 30 days of the order date.
For packages marked as delivered, you can file a claim between 3 and 30 days from the delivery date.
For packages presumed lost, claims can be filed anytime between 5 and 30 days from the last checkpoint, which is the date your order was last in transit.
Once your claim is submitted, it will swiftly be reviewed by Swap. Once accepted, you will receive a replacement or a refund – typically within 24 hours of approval.
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