This service is for customers on the US site only.
What is Order Protection? Order Protection protects your order against loss, damage, theft and more. In a few clicks, you'll receive a refund or replacement for approved claims. To cover your order, make sure Order Protection is toggled on at checkout.
How do I buy it? Order protection will be available to add once you reach your basket. Once added, it will appear at checkout before you place your order.
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 much does Order Protection cost? Order Protection can cost between $1.95 - $4.95 depending on the value of your order.
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.
I didn’t add Order Protection to my order, but I need to make a claim. If you choose not to purchase Order Protection at checkout, and you have an issue with your order, you’ll need to contact our customer service team. Click the 💬 icon which can be located at the bottom left corner of the page. Make sure to have your details at the ready! Polly the bot will be more than happy to assist you.
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.