July - Help Centre (AU) logo
July - Help Centre (AU) logo

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What if my order is lost or damaged during transit?

What is Premium Package Protection?

All orders automatically come with an additional cost added by default for "Premium Package Protection". This can be toggled on and off in your cart, and was implemented to protect your orders from any issues in the delivery process. PROTECTION FROM

My order appears to have been lost!

A package is typically considered "lost" 15 days after the package has been dispatched. If it has been 15 days since your package has been dispatched (initial scan by the delivery provider) and your package has not arrived, please contact us immediat

My order was damaged in transit!

If your order has been damaged during the delivery process, please get in touch with our team by lodging an enquiry via our contact us form.

How do I lodge a claim with Premium Package Protection?

To file a claim, contact us through our Contact Us form with your Order number, contact info, and a description of the problem, and we will get back to you within 1-2 business days. Please note: Each claim is assessed by our team, and reviewed thorou

What happens if my Premium Package Protection claim is approved?

DAMAGED ON DELIVERY. If your order is damaged when it arrives, once your claim is approved, our team will assist in providing a replacement or a store credit for the item. DELIVERED BUT NOT RECEIVED. For claims where the package is marked as delivere