Coverage includes:

Parcels lost in transit

Parcels damaged on arrival

Parcels confirmed stolen (with evidence such as a police report)

Coverage does NOT include:

Parcels marked as delivered by the courier

Parcels delivered to the correct address but not received by the customer — this is a matter between the customer and their courier/building management

Claims made more than 14 days after the delivery date shown in tracking

Incorrect delivery addresses provided by the customer at checkout

To make a claim customers must:

Contact us within 14 days of the expected or actual delivery date

Provide their order number

Provide a screenshot of the tracking showing the issue

For theft claims — provide a police report number

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