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Enrolment: The Shipping Protection Program is automatically included in your cart during checkout for eligible orders on our website. If you prefer not to participate, simply remove it from your cart. Please note, opting out means you won't be eligible for replacements if your order is lost or damaged.

Coverage Period: Protection starts when the order is shipped and lasts until the item is delivered to you.

Claims Process: To file a claim, contact our customer service team within 7 days of delivery. Claims submitted after this period won't be covered. Contact our customer service team at [email protected] 

Required Documentation: To process a claim, provide proof of purchase and any relevant documentation, like photos of damaged items or communication from the courier.

Replacement Process: Once a valid claim is approved, we'll replace the lost or damaged item at no extra cost. If the item is lost, we'll first confirm the loss with the courier before shipping a replacement using your chosen method.

Return of Damaged Items: If your item is damaged, you may need to return it to us. We'll provide a return label for this purpose. Failure to return the damaged item may affect your claim.

Customer Has Provided Incorrect Address: If the customer provides the incorrect address and the parcel is delivered, we will not be responsible to recover this item or offer a replacement/store credit. This is not covered by the policy.

Parcel Safe Dropped & Stolen: If your parcel is safe dropped, then stolen from the premises, we will NOT be responsible for any damage/replacements of item/s as per section 26 of our website terms and conditions. To view these terms and conditions, please see here.

Non-Refundable: The Shipping Protection fee is non-refundable, even in the case of product exchange.

By opting for shipping protection, you agree to these terms and acknowledge that our standard terms and conditions apply. For full details, please review our complete Terms and Conditions here. 

If you have any questions, reach out to our customer service team for assistance.

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