ProtectMyOrder is our premium customer service solution. If you add ProtectMyOrder to your cart, we guarantee that if your parcel is lost, damaged or stolen, we will immediately reship the order or refund you.
Customers who don’t purchase ProtectMyOrder are still able to claim, but will need to wait for the courier to offer a resolution, which can take upwards of 30 days.
Here are the key differences between our standard service and our ProtectMyOrder service:
| Scenario | Standard Service | ProtectMyOrder upgrade |
|---|---|---|
| Lost parcel | We will raise a claim with the courier on your behalf. | We will provide an immediate reship or refund. |
| Items damaged | We will raise a claim with the courier on your behalf. | We will provide an immediate reship or refund. |
| Stolen parcel | If the courier ignored your delivery guidance, we will raise on a claim on your behalf. Otherwise, we're unable to replace/refund. | We will provide an immediate reship or refund. |
| Parcel delayed | We will contact the courier and keep you updated. | We will contact the courier and keep you updated. |
Please note that our ProtectMyOrder service upgrade does not apply if the delivery address provided is incomplete or inaccurate.
