TWhat is Parcel Protection?

We put every effort into ensuring your order arrives safely; however, delivery services can sometimes encounter challenges that impact your parcel’s journey. For added security, we offer Parcel Protection, covering you if your parcel is lost, or damaged in transit.

When you add Parcel Protection to your order, we’ll promptly resolve any issues by replacing any lost or damaged items. 

What Does Parcel Protection Cover?

Lost Parcels
If your parcel isn’t delivered within the Australia Post time frame, please contact our customer service team to initiate an investigation. If Australia Post declares your parcel as lost, we’ll replace your items. Note that we only offer replacements not refunds.

Damaged Parcels
For parcels that arrive damaged, let us know within 10 business days. We’ll replace your items or issue a store credit, with no refunds offered under Parcel Protection.

Incorrect Delivery
If your parcel is delivered to an address other than the one provided and cannot be retrieved, it will be considered "missing," and we’ll replace it or provide a store credit. Refunds are not available in this case.

What is Not Covered by Parcel Protection?

Incorrect Shipping Address Entered at Checkout
If you’ve entered the wrong address, reach out to our customer service team to update it. However, once dispatched, we cannot change the address, and if it’s delivered to the incorrect address, we won’t be responsible for replacement or recovery.

Items deemed stolen after being delivered by Australia Post
The Label House Collection will not be held responsible for parcels stolen, once delivered to your address. Please select signature on delivery for peace of mind.