Shipping guarantees can be added to any tracked order by upgrading the shipment to Protected.  It's our promise to you that you will receive your goods. The guarantees of Protected shipments cover loss, theft and other unclassified instances of non-delivery, which can occur for a variety of reasons.

Protected shipments are optional and you can purchase these by adding the optional insurance tariff in the checkout.  Purchasing insurance upgrades your shipment to Protected and by doing this qualifies your order for free resends until the goods are received. Te cost of insurance is directly related to the value of your order.

The guarantees become active once the full delivery schedule of a tracked shipment has elapsed in its entirety. In general, shipping carriers do not consider an item "lost" or the shipping schedule elapsed until 30 working days from the date of shipment.  As such, a resend will not be possible, unless in specific and extreme circumstances, until 30 working days from the date of shipment.

Protected shipments must be purchased at the time of order and cannot, under any circumstance, be purchased retrospectively.

Please note that Protected status does not cover shipments which are undelivered due to erroneous delivery information, delivery dispute instances or shipments which failed to be collected and were subsequently returned to us. They will also not cover instances where the use of a fake name has prevented the collection of an item.

The significant benefits of Protected shipments cannot be applied to orders where insurance was not purchased.