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Parcel Protection

WHAT IS PARCEL PROTECTION?

We take a great deal of care to ensure that your package arrives safely however, the nature of postal services is such that circumstances may impact on the successful delivery of your parcel.


For extra peace of mind we offer a Parcel Protection service to protect your parcel if it is lost, stolen or damaged in transit.


When you add Parcel Protection to your order with us, we'll work quickly to resolve the issue by replacing your missing or damaged parcel.

Our Parcel Protection program collects up to 3.5% of your order, excluding shipping and taxes.

WHAT DOES PARCEL PROTECTION COVER?

What happens if my parcel is lost in transit?

If your parcel has not been delivered within the specified timeframes as outlined by Australia Post, please get in touch with our customer service team and we will open up a missing parcel investigation. If your parcel has been deemed missing by Australia Post, we will replace your order.

Please note we do not offer refunds. Parcel Protection offers a replacement of items or a credit ONLY.


What happens if my parcel is damaged in transit?

If your order has arrived damaged, please contact us within 10 business days so that we can replace your items or or provide a store credit.

Please note we do not offer refunds. Parcel Protection offers a replacement of items or a credit ONLY.


What happens if my parcel is delivered to the wrong address?

If your tracked parcel states that it has been delivered to the incorrect address than supplied and we are unable to retrieve your parcel, your parcel will be deemed as 'missing' and we will replace you order or provide a store credit.

Please note we do not offer refunds. Parcel Protection offers a replacement of items or a credit ONLY.

WHAT IS NOT COVERED BY PARCEL PROTECTION?

What if I entered an incorrect shipping address at checkout?

You may contact our customer service team to have your shipping address updated, however if your order has already been despatched, we will be unable to update this for you.

If the customer has provided an incorrect address and the parcel has been delivered, we will not be responsible for the replacement or recovery of your item.

FAQ's

Once your order has been dispatched, Parcel Protection is not able to be refunded.

Once your order has been placed, we are unable to add Parcel Protection.

Customers must select our Parcel Protection policy during checkout for the policy to apply.

If you did not select our Parcel Protection policy for your order, please contact Australia Post directly to seek a resolution. Without Parcel Protection on your order, T-Leaf Collections will not be able to provide a replacement or store credit.

If you have any questions about your Parcel Protection or need to make a claim regarding a lost/damaged or stolen parcel, please email us at hello@tleafcollections.com.au with your order number and related details so that we can get back to you as soon as possible.

By participating in our Parcel Protection policy, you agree that T-Leaf Collections reserves the right to modify or replace any part of these terms and conditions and terminate this policy at any time without notice.

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