Lost Items

In the event you believe that your parcel is lost you can raise a claim with us if there has been no tracking status update in 10 days from the last tracking date. A claim needs to be raised within 30 days (calendar) from last tracking update or may lead to a claim being rejected.

All approved claims will be issued a store credit only.

Stolen Packages

If your order has been marked as “delivered” but you have not received it - we would deem this as stolen. Claims will need to be filed after 5 days from delivery date, but within 15 days in order to be approved.

In some cases, ECHT may require you to file a police report and/or video footage and send through a copy in order to proceed with the claim.

If you have authorised your parcel to be left at your property - you are not covered by Protect My Order.

Note: Making a false police report carries potential imprisonment or a fine based on your jurisdiction

All approved claims will be issued a store credit only.

Damaged Packages

If your package has arrived damaged please file a claim with us within 10 days of receiving your package.

You will need to provide photo evidence of the damage to the package and items inside. Insufficient details may lead to a claim being rejected.

All approved claims will be issued a store credit only.

Excludes

• Authority to leave
• Incorrect address
• Authority for someone to accept parcel from your local post office

Submit a claim

Click here and select "Submit a Protect My Order Claim"

Our team will assess your claim and aim to get back to you within 3 business days.

WE CANNOT ASSIST FURTHER IF REQUESTS FROM THE CLAIMS TEAM ARE NOT ACTIONED/ DOCUMENTATION OR VIDEO FOOTAGE IS NOT PROVIDED. 

All approved claims will be issued a store credit only.