Parcel Protection

At Melvory we always do our best to ensure your parcel arrives to you safely, but just in case the unforeseen happens, we can now offer our customers transit protection for your piece of mind.

WHAT IS COVERED BY THIS POLICY 

Parcels lost in transit

If your parcel is not delivered within the normal time frames specified by Australia Post, please contact customer service team for help. An investigation may take up to 7 business days but once the courier company has confirmed it is a "missing parcel", Melvory will replace any items that are still available in the warehouse and credit you for the items we no longer have. Please note we DO NOT refund. This policy offers a replacement of items and a credit ONLY. If you no longer wish to get replacement items you can opt for a full credit.

Parcel delivered to incorrect address

If your parcels tracking says it has been delivered to the incorrect address and we are unable to retrieve the parcel, we will deem this as a "missing parcel" and you will be covered by this policy. Items will be credited or replaced if available. No refund will be given. 

Parcel damaged in transit

Should your parcel arrive and be damaged in any way by Australia Post, we will replace the items if available. Should we not have the item available you will be given a store credit. You will need to contact customer service to arrange to send your parcel back to be assessed by the Returns Department who will make a decision in regards to your case.

NOT COVERED BY THIS POLICY 

Customer has provided incorrect address

If the customer provides the incorrect address and the parcel is delivered, we will not be responsible to recover this item or pay any damages/offer replacements. This is NOT covered by the policy.

Parcel safe dropped and stolen

If your parcel is Safe Dropped but then stolen from the premises, we will NOT be responsible for any damages or replacements of items. You will receive a text message in which you can choose to have your parcel left at your address should you not be home. If you are unsure if your parcel will be safe left at your address, please always opt to have a signature on delivery or have it taken to your nearest post office. If you suspect that theft has occurred at your premise post-delivery, you may need to lodge a police report.

OPTING OUT OF PARCEL PROTECTION

You may choose not to have parcel protection by removing this item from your cart. Please note that by choosing to do so, any parcel loss or damaged during transit will not be covered by this policy.

CONTACT

Any questions please contact our Customer Service Team on info@melvory.com