Premium Shipping Protection

Shipping Protection is an optional program offered directly by Covetear. It is not an insurance product.

If something goes wrong in transit, it gives you a fast, direct path to a replacement shipment - without needing to wait on carrier investigations or follow up with us repeatedly. Lodge your claim through our portal, and we'll take it from there.

All Covetear orders are dispatched via signature-on-delivery, so your parcel is tracked and accountable at every step of its journey.

When you purchase Shipping Protection, Covetear will arrange a replacement shipment ("Reship") for orders confirmed as:

• Lost in transit, where the parcel has not been delivered and the carrier cannot confirm its whereabouts following investigation
• Lost or stolen after a delivery scan, where the consignment was booked without signature required. In this case, the delivery scan is the point at which carrier liability ends and Covetear's investigation begins
• Damaged in transit, where damage was directly caused by the shipping process and is reported within the timeframe specified in clause 5

Coverage applies only to orders shipped to an eligible destination country listed in clause 7, to the delivery address provided by the Customer at checkout.

The following are expressly excluded from coverage under this program:

• Orders where an incorrect or incomplete delivery address was provided by the Customer at checkout
• Orders booked with signature required where delivery has been completed and a signature obtained at the nominated delivery address - including where a signature is provided by a concierge, building manager, or authorised receiver at the Customer's address. Delivery is considered legally complete at the point of signature, regardless of subsequent handling at the Customer's premises or building
• Orders booked with signature required where the Customer subsequently requested authority to leave after the order was dispatched. Any loss or theft following that instruction is outside the scope of this program
• Orders booked without signature required where a delivery scan confirms the parcel was delivered, and there is no carrier evidence of loss or theft prior to that scan
• Parcels delayed in transit but not confirmed as lost
• Parcels held or returned by customs due to unpaid duties or taxes. Customs fees are the responsibility of the Customer. Any return-to-sender fees will be deducted from any applicable remedy
• Product faults or items the Customer is unsatisfied with. These are handled under Covetear's product warranty and returns policy and are not covered by this program
• Orders that have already been reshipped under this program. If a reshipped order experiences a further shipping issue, please contact the carrier directly
• Loss or damage arising from force majeure events, acts of war, or circumstances outside carrier control
• Claims lodged outside the timeframes specified in clause 5
• Orders shipped to destinations not listed in clause 7

Lodge your claim through our claims portal.

You will need:

• Your order number
• The email address used at checkout
• A description of the issue
• For damaged orders: clear photographs of the damaged item and packaging

We will respond within 5 business days. We may ask for additional information to assess your claim.

Claim windows are measured from the dispatch date in your shipping notification email.

Lost parcels: Lodge your claim from 14 days after dispatch for domestic orders, or 21 days after dispatch for international orders. Once your claim is received, we aim to resolve it within 5 business days - including liaising with the carrier on your behalf and arranging a replacement shipment if your parcel is confirmed lost.

Damaged parcels: Lodge your claim within 14 days of delivery. Please include clear photographs of the damaged item and packaging. Once received, we aim to resolve within 5 business days.

The only resolution available under this program is a replacement shipment. We do not offer refunds or store credit through Shipping Protection.

If a replacement is unavailable - for example if a style has been discontinued - we will contact you to discuss options.

The Shipping Protection fee is non-refundable once your order has been dispatched. If your order is cancelled before dispatch, the fee will be refunded in full.

Covetear reserves the right to decline claims where there is a pattern of repeated claims or evidence of misuse.

Shipping Protection is available for orders shipped to: Australia, New Zealand, Bahamas, Belarus, Belgium, Bermuda, Bhutan, Brazil, Brunei, Bulgaria, Cambodia, Canada, Chile, China, Cocos (Keeling) Islands, Colombia, Cook Islands, Costa Rica, Croatia, Cyprus, Czechia, Denmark, Estonia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Polynesia, Georgia, Germany, Gibraltar, Greece, Guernsey, Vatican City, Hong Kong SAR, Hungary, Iceland, India, Indonesia, Iraq, Ireland, Isle of Man, Israel, Italy, Japan, Jersey, Jordan, Laos, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macao SAR, Malaysia, Maldives, Malta, Mexico, Moldova, Monaco, Montenegro, Netherlands, New Caledonia, North Macedonia, Norway, Panama, Philippines, Poland, Portugal, Qatar, Romania, San Marino, Saudi Arabia, Serbia, Singapore, Sint Maarten, Slovakia, Slovenia, South Africa, South Korea, Spain, Svalbard & Jan Mayen, Sweden, Switzerland, Taiwan, Thailand, Turkiye, Ukraine, United Arab Emirates, United Kingdom, United States, U.S. Outlying Islands, Uruguay, Vanuatu, Vietnam.

Orders shipped to destinations not listed above are not eligible for coverage. If Shipping Protection was collected at checkout for an ineligible destination, the fee will be refunded.

These simplified terms are a summary. The full Shipping Protection Terms and Conditions, including definitions, claim assessment process, statutory rights, and governing law, are available here.

Your rights under the Australian Consumer Law are not affected by this program. Shipping Protection is an additional layer of cover, not a replacement for your statutory rights.

For warranty enquiries: customercare@covetear.com or (07) 5666 7130.