Package Protection

Package Protection covers your order for the part of its journey that nobody controls: the bit between our warehouse and your door. If the parcel is lost in transit, stolen after delivery, or arrives with glass or finish damaged in handling, the order is replaced or refunded without the usual argument about who is responsible for what happened on the road.

Claims are deliberately simple. Contact support with your order number and, where there is visible damage, a photograph of the parcel and its contents as they arrived. There is no lengthy carrier investigation to sit through before a resolution is offered, and no requirement to chase the shipping company yourself for an outcome they are rarely in a hurry to reach.

It is worth adding to any order containing glass, crystal or a handmade piece, and to anything shipping to an address where parcels are left unattended in a lobby or on a doorstep. Cover applies to the shipment itself rather than to accidental damage that happens later in the home once the parcel has been opened and unpacked, and claims should be raised within the window stated at checkout, while the carrier record is still current and the outcome can be resolved quickly.

• Covers: loss in transit, theft after delivery, damage in handling
• Remedy: replacement or refund of the affected order
• Claims: contact support with your order number and photos
• Best for: glass, crystal, handmade items, unattended delivery addresses
• Scope: applies to the shipment, not later damage in the home
• Timing: raise claims within the window stated at checkout