Package Protection Policy

Package Protection is designed to give you peace of mind that your order arrives safely. If your package is lost in transit, damaged during shipping, or stolen shortly after confirmed delivery, we will review your claim and replace eligible items once approved.

Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. Where we have arranged delivery of your order, we remain responsible for your goods until you receive them, including for loss or damage in transit, regardless of whether you have purchased Package Protection or when you report it. Package Protection is an additional service on top of, not instead of, those rights.

What Package Protection Covers

Package Protection applies to the following situations:

Packages lost in transit before delivery is completed
Items damaged during shipping
Packages confirmed delivered and stolen within a limited time after delivery

For lost or damaged-in-transit items, we will resolve your claim under your statutory rights as set out above, the reporting window below does not limit or reduce that right. The claim reporting window and conditions below apply to theft after confirmed delivery, where risk has passed to you as the recipient.

Claim Reporting Window (Stolen After Delivery)

Claims for theft after confirmed delivery must be submitted within 5 calendar days of the carrier marking the package as delivered. Claims submitted more than 5 calendar days after confirmed delivery are not eligible for coverage under this policy. This does not affect any separate statutory right you may have.

Stolen After Delivery Eligibility

To qualify for theft coverage, all of the following conditions must be met:

The package must be reported stolen within 24 hours of confirmed delivery
The claim must be submitted within the 5-day reporting window
Supporting documentation may be required depending on order value
Orders over £375 may require a crime reference number, obtained by reporting the theft to the police (via 101 or online at police.uk) within 48 hours
Orders over £750 are subject to additional review prior to approval

Package Protection covers theft that occurs shortly after delivery. It does not cover packages left unattended for extended periods.

Customer Responsibilities

Customers share responsibility in ensuring a successful delivery. By selecting Package Protection, you agree to:

Monitor tracking updates and delivery notifications
Retrieve packages promptly after delivery
Provide a secure delivery location
Arrange a carrier hold, alternate address, or rescheduled delivery if travelling

Failure to take reasonable steps to secure a delivered package may affect eligibility for theft claims under this policy. This does not affect your statutory rights for items lost or damaged in transit.

Situations Not Covered

Package Protection does not cover:

Theft claims submitted outside the reporting window
Packages left unattended beyond 48 hours after delivery
Orders delivered while the recipient was knowingly away for an extended period
Theft from shared residential or mailroom locations without supporting evidence
Incorrect or incomplete shipping addresses entered at checkout
Theft claims made weeks after delivery confirmation

None of the above exclusions apply to your statutory rights for packages lost or damaged in transit.

High-Value Order Review

For orders exceeding £750, additional verification steps may be required before approval of a theft claim. These may include:

Identity verification
Delivery confirmation review
Crime reference number
Internal fraud-prevention review

Repeat Claims

To prevent misuse, we may limit the number of approved theft claims per customer account. Additional claims may require manual review and approval.

Final Determination

All claims are reviewed individually. Resolution, replacement, or denial of theft claims is determined based on the eligibility criteria outlined in this policy. This policy does not limit your rights under the Consumer Rights Act 2015 or other applicable UK consumer protection law.