Lost While in Transit

What we cover – If you have selected ‘Shipping Insurance’ and your parcel is lost while in transit by Australia Post or delivered to an incorrect address, please contact us so we can initiate an investigation. This may take up to 7 days. Once Auspost have determined it has been lost in transit or delivered to an incorrect address we will issue a store credit for the value of your order or a replacement to be sent.

NOT covered – If Auspost have evidence and can prove the parcel was successfully delivered to your selected address then we will not cover your items. If you are concerned about theft from your premises or you do not have a safe place for the courier to leave it, please consider selecting ‘Theft Cover’ at checkout.

If you have put the incorrect address or information at checkout and the parcel is delivered according to that incorrect information we will not cover any items.

Theft Cover

What We cover – If you have selected ‘Theft Cover’ Auspost will not leave the parcel without a signature. If you are not home they will take the parcel to the nearest depot and leave a note with collection instructions. If for some reason the parcel has been left without a signature and the parcel is stolen, please contact us so we can initiate an investigation. This may take up to 7 days. If Auspost cannot provide evidence of a signature, and we can determine the parcel was left without a signature, we will issue a store credit for the value of your order or a replacement to be sent immediately.

NOT covered – If Auspost can provide evidence that the parcel was delivered to the correct address and a signature was obtained by the courier we will not be able to cover you for any lost or stolen items.

Please note: If you do not wish to use these extra cover options please uncheck the boxes at checkout. Please be aware that by not purchasing the shipping insurance or theft cover you are not covered for any of the above.

Still have questions?  Simply contact us!