1. Introduction
These Terms and Conditions ("Terms") govern the Covetear Shipping Protection program ("Protection") and the associated claims process. By selecting Shipping Protection at checkout, you ("Customer") agree to be bound by these Terms.
Shipping Protection is offered and administered directly by Covetear Pty Ltd (ABN 56 652 374 028) ("Covetear", "we", "us"). This program is not an insurance product and does not constitute a contract of insurance.
Shipping Protection is optional and may be selected or deselected at checkout. Its purpose is to provide customers with a fast, direct resolution pathway in the event of a lost or damaged shipment, without the need to liaise with the carrier or wait on a carrier investigation. It does not affect or limit any rights you may have under the Australian Consumer Law or equivalent consumer protection legislation in your jurisdiction.
2. What is Covered
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.
3. What is Not Covered
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
4. Resolution: Reship Only
The sole resolution available under this program is a Reship of the original item(s). Covetear does not offer monetary refunds or store credit under Shipping Protection.
If a replacement item is unavailable - for example if a style has been discontinued -- Covetear will contact you to discuss an appropriate resolution. Where a remedy cannot be provided within a reasonable time, your rights under the Australian Consumer Law or applicable legislation are not affected.
The Shipping Protection fee is non-refundable once your order has been dispatched. If your order is cancelled prior to dispatch, the fee will be refunded in full.
Covetear reserves the right to decline claims from customers with a pattern of repeated claims or where there is reasonable evidence of misuse of this program.
5. When Can I Lodge a Claim?
All claim windows are measured from the dispatch date confirmed in your shipping notification email. This is the only fixed reference date used for the purposes of this program.
5.1 Lost or Stolen Parcels
Claims for lost or stolen parcels may be lodged from the following dates after dispatch:
- Domestic orders (Australia): 14 days from dispatch date
- International orders: 21 days from dispatch date
The minimum waiting period allows Covetear to liaise with the carrier and obtain tracking information before arranging a Reship. Once your claim is received, we aim to resolve it within 5 business days, including carrier liaison and confirmation of the replacement shipment.
We ask that you contact us as soon as you believe your parcel is lost or stolen. While there is no strict outer time limit for lost or stolen parcel claims, delays in reporting may affect our ability to investigate with the carrier effectively.
5.2 Damaged Parcels
Claims for damaged parcels must be lodged within 14 days of the delivery date shown in your tracking confirmation. Photographic evidence of both the damaged item(s) and the packaging must be provided at the time of lodgement.
Once your claim is received, we aim to resolve it within 5 business days.
Product faults are not covered by this program and should be directed to Covetear's warranty and returns process.
6. How to Lodge a Claim
Lodge your claim through the Covetear claims portal at https://www.covetear.com/pages/premium-shipping-protection and include the following:
- Your order number
- The email address used at checkout
- A clear description of the issue
- For damaged parcels: photographs of the damaged item(s) and packaging
- Any tracking information or carrier correspondence relevant to your claim
Covetear may request additional information to assess your claim. If requested information is not provided within 10 business days, your claim may be closed.
7. Eligible Shipping Destinations
Shipping Protection applies to orders shipped to the following destinations only:
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 any destination not listed above are not eligible for coverage. If Shipping Protection was collected at checkout for an ineligible destination, the fee will be refunded.
8. Delivery Method
Covetear dispatches orders via Australia Post or Australia Post subsidiary services. The majority of orders are sent via signature-on-delivery. Some lower value items may be dispatched without signature required -- this is determined at the time of booking and is noted on the consignment record.
For signature-on-delivery orders, delivery is considered complete when a signature is obtained at the nominated delivery address -- whether by the recipient, a concierge, building manager, or other authorised receiver at that address.
For orders dispatched without signature required, a delivery scan by the carrier constitutes confirmation of delivery. Loss or theft occurring after a delivery scan on a non-signature consignment is covered under clause 2, subject to these Terms.
An Australia Post notification of a failed delivery attempt does not constitute delivery for either consignment type.
9. Orders Without Shipping Protection
If you deselect Shipping Protection at checkout, your order will not be covered under this program for loss or damage in transit.
Covetear will assist you in good faith to liaise with the carrier, but the expedited resolution pathway described in these Terms will not apply. Your rights under the Australian Consumer Law or applicable legislation remain unaffected.
10. Your Statutory Rights
Nothing in these Terms excludes, restricts, or modifies any right or remedy you may have under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or equivalent consumer protection legislation in your jurisdiction that cannot be excluded by agreement.
Shipping Protection is an additional, expedited claims pathway. It does not reduce or replace your statutory rights.
11. Changes to These Terms
Covetear reserves the right to amend these Terms at any time. Changes will be published on our website with an updated effective date and will apply to orders placed after that date. The Terms in force at the time your order was placed govern your claim.
12. Contact Us
To lodge a claim or for questions about Shipping Protection:
Claims portal: https://www.covetear.com/pages/premium-shipping-protection
Email: customercare@covetear.com
Website: www.covetear.com
Covetear Pty Ltd | ABN 56 652 374 028 | www.covetear.com | customercare@covetear.com
