[title]
[message]Shipping Protection
We get it - waiting for your order to arrive is exciting, but sometimes, hiccups can happen. Whether it’s a lost parcel, damage during transit, or something else unexpected, it’s never fun to deal with delivery drama. That’s why we’ve introduced Shipping Protection - a simple way to keep your order safe and give you one less thing to worry about.
WHAT IS SHIPPING PROTECTION?
Think of Shipping Protection as a safety net for your order. It covers:
- Lost parcels: If your parcel gets lost and can’t be found, we’ll send you a replacement.
- Wrong delivery: If your parcel is delivered to the wrong address due to an error on our end or the courier’s, we’ll replace it for you.
- Damage: If your items arrive damaged, we’ll replace them.
It’s just a small extra fee added at checkout, but it goes a long way toward giving you peace of mind.
WHAT’S COVERED?
Here’s how we’ve got your back:
- Lost Parcels: If your order is taking longer than expected to arrive and doesn’t show up within the courier’s standard delivery time frame, get in touch with our customer service team. We’ll start an investigation into the missing or delayed parcel. If the courier confirms your parcel is lost, we’ll happily send out replacement items from your order. For parcels that are delayed but still in transit, we kindly ask for your patience while delivery is still to be completed. Lost parcels must be reported within 14 business days of the expected delivery date for Shipping Protection to be valid.
- Wrong Delivery: If your parcel is delivered to the wrong address due to an error on our end or the courier’s, we’ll replace it for you. Please note, the address in your confirmation email will be what we use to verify the shipping details. If the incorrect address was provided during checkout, this will not be covered by the policy. Please double check your confirmation email once order is placed to ensure the address is correct. If it has been more than 10 business days since your parcel was marked as delivered and you haven’t filed a claim with our team, we unfortunately cannot offer a replacement/store credit.
- Damaged Orders: If something arrives damaged from delivery, reach out to us immediately. We might ask you to send us photos, and also the item back for review but we’ll make sure to get a replacement on its way.
WHAT’S NOT COVERED?
While we’d love to cover everything, here are a few exceptions:
- Incorrect Addresses: If you have entered the wrong shipping address at checkout and it’s been dispatched/delivered then we can’t recover or replace your items. Please note, the address in your confirmation email will be what we use to verify the shipping details. If the incorrect address was provided during checkout, this will not be covered by the policy. Please double check your confirmation email once order is placed to ensure the address is correct.
- Delays in Transit: If your order is delayed but still on its way, it’s not considered lost. Once the carrier declares it lost, we’ll step in. For parcels that are delayed but still in transit, we kindly ask for your patience while delivery is still to be completed.
- Safe Drop/ATL (Authority to Leave): If you have authorised your parcel to be left at your property using the "leave in a safe place" option or selected ATL at checkout, we are unable to provide a replacement or store credit if the parcel goes missing.
- Refunds for Shipping Protection: Once your order has been confirmed, the fee for Shipping Protection is non-refundable.
HOW DOES IT WORK?
- Opt in at checkout, choose Shipping Protection before completing your order.
- If something goes wrong with your delivery as outlined above, simply reach out to our team.
- We’ll handle the rest, keeping you updated every step of the way.
HOW TO MAKE A CLAIM?
- Email us at hello@byamica.com with the subject: “SHIPPING PROTECTION CLAIM [Your Order Number]”.
- Let us know what happened. Share your order number, a description of the issue (lost, wrong delivery, or damaged), and any photos or info that can help us resolve it.
- Sit tight while we review your claim. We’ll get back to you with a solution as quickly as we can!
WHAT IF I DID NOT OPT IN FOR SHIPPING PROTECTION?
If you choose not to opt into our Shipping Protection with your order, please contact the shipping courier directly to seek a resolution. Without Shipping Protection on your order, By Amica will not be responsible for any lost, wrongly delivered, or damaged items during delivery and will not be able to provide a replacement.
THE FINE PRINT
- Opt-In Only: Shipping Protection has to be added at checkout - don’t forget to tick the box!
- Covers replacements only, we do not offer refunds. If a replacement cannot be sent due to lack of availability or similar, we will issue store credit for the original purchase price of the item(s).
- Exclusions: e-gift cards aren’t covered.
- Policy Updates: We may make changes to the policy from time to time, so be sure to check the latest details if you have questions.