ProtectMyOrderUpdated a month ago
What is ProtectMyOrder?
ProtectMyOrder gives you peace of mind when ordering online with us. It ensures a quick resolution to a delivery issue that may arise, for a small additional fee.
Here are the key differences between our standard service and ProtectMyOrder service:
Scenario | Standard Service | ProtectMyOrder Service |
Delayed Parcel | We will contact the carrier and keep you updated. | We will prioritise contacting the courier and keep you updated. |
Lost Parcel | We will raise a claim with the carrier on your behalf. | If your tracked parcel has not arrived within 10 working days, we will resend or refund. |
Damage in transit | We will raise a claim with the carrier on your behalf. | We will arrange a fast reship or refund subject to photographic evidence of the damage. |
| Stolen Parcel | We will liaise with the carrier on your behalf. | We will arrange fast reship or refund subject to evidence of theft and or police report. |
Should any of the above issues occur with your delivery, we prioritise resolving your query. Simply contact us and we will promptly initiate an investigation to resolve your issue as quickly as possible.
What happens if I choose to not have ProtectMyOrder?
Customers who choose not to purchase ProtectMyOrder are still able to contact us should an issue occur, but may need to wait for the carrier to offer a resolution, which can take upwards of 30 days.
How do I raise a delivery issue with my order?
Should any of the above issues occur with your delivery, we prioritise resolving your query. Simply contact us within 24 hours of the issue occurring and we will promptly initiate an investigation to resolve your issue as quickly as possible.
What is not covered?
- A delivery issue caused by the delivery address provided by you at the time of placing your order being incomplete or inaccurate.
- Parcels that are delayed in transit due to adverse weather conditions or carrier issues are deemed as delayed rather than lost.
- Claims showing proof of delivery to the correct address, supported by carrier-supplied photographic evidence, GPS-verified delivery location, and satellite imagery.
- A delivery issue where a safe place or alternative address has been requested.
- Refusal to co-operate with carrier services to ensure safe delivery.
- Orders or parts of orders that have not yet been despatched.
- Parcels that have already been replaced or refunded.
- Orders sent to PO boxes, parcel collection points, drop of points, or similar.
- If you have changed the delivery address after we have despatched your order then your delivery is not protected under ProtectMyOrder for any delivery issues that may arise
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