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Extended Shipping Protection

Extended Shipping Protection allows us to give you priority white-glove service if you have a shipping problem.

  1. Hassle free replacements if your delivery is lost, damaged or stolen.
  2. Replacements shipped express.
  3. Halved wait times for packages to be considered lost.
  4. Claims processed by us instead of the carrier.

When is a package considered lost?

  1. Calculate how many business days have passed after noting the last movement date mentioned in your tracking.
  2. If it's longer than your shipping method's Days Before Lost metric you qualify for a reshipment.

If you have purchased Extended Shipping Protection the waiting time is halved. For example if your order shipped with DHL eCommerce you would normally have to wait 80 days. This is reduced to 40 days if you purchased Extended Shipping Protection.

What we do not cover

We do not cover delivery to any location where the purchaser does not physically live or work. Specifically, we DO NOT cover hotels, short term accommodation or freight forwarding services.

    How To Claim

    Just email and let us know what's happened.

    What isn't covered

    • Fees incurred as a result of you providing an incorrect address.
    • Fees incurred as a result of you refusing attempted delivery.
    • Items returned for refund which did not comply with our refund policy.
    • For international orders, failure to settle customs, duties and taxes which lead to return-to-sender, storage, and other fees.