How do I make a claim with Order Protection? If you’ve purchased order protection and need to make a claim, head here or click the "File a Claim" button on your order confirmation page.

What am I covered for? Order Protection covers lost, damaged, stolen, wrong/missing items and orders that are returned to sender.

How long will my claim take? Order Protection aim to respond within 10 hours. Most customers get a resolution even quicker than that!

How long before my delivery is classed as lost? If your parcel hasn't had an updated tracking scan in 7+ days, it’s considered lost in transit, and you can make a claim.

What happens if my parcel is stolen / if it says delivered but I haven’t received it? Make a claim as normal here. If your order is high value, you may be asked to provide proof of a filed police report.

What happens if I’ve received a wrong item? You’ll be asked to provide a photo of the wrong item to confirm the claim.

What do I get if my claim is successful? You can opt for a refund or replacement of your order.

How long do I have to make a claim? 30 – 45 days depending on the claim type. This is from the date you placed your order.

How do I get a refund for Order Protection? If your order is in transit we are unable to refund order protection. We also do not refund if you choose to return your items.