Parcel protection information
Parcel Protection is an optional service available at checkout that provides additional protection for eligible orders that are lost or damaged during transit.
If something goes wrong with your delivery, our Customer Care team will help you through the claims process and, where your claim is approved, arrange a replacement in accordance with this policy.
Please note: Parcel Protection is optional and does not limit any rights or remedies you may have under the Australian Consumer Law.
Parcel Protection
Purchased Parcel Protection with your order? If your parcel has been lost, stolen or damaged in transit, you can submit a claim through our Parcel Protection process for assistance.
Need Help
Have a question about Parcel Protection, need an update on an existing claim, or unsure whether your delivery is covered? Our Customer Care team is here to help and can assess your claim based on the circumstances.
Quick information
Important Parcel Protection conditions
Parcel Protection must be selected and paid for at checkout to apply to an order and cannot be added after an order has been dispatched.
Customers are responsible for providing accurate delivery information and following any reasonable instructions provided by the courier.
Claims must be genuine and supported by the information reasonably required for us to investigate the loss or damage. This may include photographs, video, tracking information, courier correspondence or other relevant evidence.
We may investigate a claim with the relevant courier before approving it and may request additional information where reasonably necessary.
Where a Parcel Protection claim is approved, we will arrange a replacement of the eligible item(s), subject to availability. If the same item is no longer available, our Customer Care team will contact you to discuss the available options.
Parcel Protection is an additional voluntary service offered by Ela & Earth. It does not exclude, restrict or modify any rights or remedies available under the Australian Consumer Law.
Parcel Protection FAQ's
What is Parcel Protection?
Parcel Protection is an optional service that can be added to your order at checkout.
It provides additional protection for eligible orders against loss or damage occurring while your parcel is in transit.
Parcel Protection must be selected and paid for at the time of purchase to apply to your order.
What does parcel protection offer
Parcel Protection provides additional protection where an eligible parcel is:
- Lost while in transit; or
- Damaged during transit.
Claims are assessed individually and may require supporting information or evidence before they can be approved.
Parcel Protection does not replace or limit any rights you may have under the Australian Consumer Law.
Cover Threshold
The Parcel Protection fee is calculated according to the value of your shipment:
- For shipments valued at $50 and under, the parcel protection fee is $2.75.
- For shipments valued between $50 and $150, the parcel protection fee is $3.75.
- For shipments valued between $150 and $300, the parcel protection fee is $4.75.
- For shipments between $300 and $500 the parcel protection is $10.00.
- For shipments between $500 and $1000 the parcel protection is $20.00.
- For shipments valued between $1000 and $2000 the parcel protection fee is $45.00.
- For shipments valued between $2000 and $3000 the parcel protection fee is $100.
- For shipments valued between $3000 - $4000 and above the parcel protection fee is $200.
How do I make a claim?
If you need to make a Parcel Protection claim, contact our Customer Care team with your order number and details of what has happened.
For damaged parcels, please include clear photographs of:
- The damaged item(s)
- The parcel and external packaging
- Any damage to the packaging
- Your shipping label
Our team may request additional information or evidence where reasonably required to assess your claim.
Make a claim by contacting our Customer Care team.
How long do I have to make a claim?
For parcels recorded as delivered, Parcel Protection claims must be submitted within 7 days of the recorded delivery date.
If your parcel has not been delivered and appears to be lost in transit, please contact our Customer Care team so we can investigate the delivery with the courier.
What happens when my claim is approved?
Once your Parcel Protection claim has been assessed and approved, we will arrange a replacement of the eligible item(s) covered by your claim, subject to product availability.
Parcel Protection is designed to provide replacement items and does not ordinarily provide refunds or store credit under the voluntary Parcel Protection service.
This does not exclude or limit any separate rights or remedies you may have under the Australian Consumer Law.
Is parcel protection refundable?
Parcel Protection is an optional service that begins once your protected order is dispatched.
Once the service has commenced, the Parcel Protection fee is not eligible for a change-of-mind return or refund.
This does not limit any rights you may have under the Australian Consumer Law.
Need help with a delivery?
If you're unsure whether your delivery is eligible for a Parcel Protection claim, our Customer Care team is happy to help.
Please have your order number and tracking information ready so we can investigate your delivery as quickly as possible.
What's not covered
What’s not covered by Parcel Protection?
Parcel Protection is designed to provide additional protection against eligible loss or damage that occurs while your order is in transit.
Parcel Protection generally does not cover:
- Incorrect or incomplete delivery addresses entered by the customer at checkout.
- Change of mind or circumstances where you no longer want or need the order.
- Delivery delays where the parcel remains in transit and has not been confirmed as lost.
- Returned-to-sender parcels resulting from an incorrect address, failure to collect the parcel, or other circumstances within the customer's reasonable control.
- Loss or damage after delivery where tracking confirms the parcel was delivered to the nominated address or an authorised safe location, unless there is evidence that the loss occurred as part of the delivery process.
- Theft after confirmed delivery, including parcels stolen from a doorstep, mailbox or other location after the courier has completed delivery.
- Damage caused after delivery, including accidental damage, misuse, normal wear and tear or improper handling.
- Orders where Parcel Protection was not purchased at checkout.
- Claims submitted outside the applicable claim period, unless we're required to provide a remedy under applicable law.
- Fraudulent, misleading or unsupported claims.
These exclusions apply to our optional Parcel Protection service only and do not exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.
What if my parcel is marked at delivered but I can't find it?
If tracking shows your parcel as delivered but you can't locate it, please first check around your property, mailbox and any nominated safe locations, and check whether another household member or neighbour has accepted the delivery.
We also recommend contacting the courier directly using your tracking information, as they may be able to provide additional delivery details.
If you still can't locate your parcel, contact our Customer Care team and we'll help investigate the delivery.
Parcel Protection does not ordinarily cover theft or loss that occurs after a parcel has been successfully delivered to the nominated address or an authorised safe location. However, if there is evidence that the parcel was incorrectly delivered or lost as part of the delivery process, we will assess the circumstances of your claim.
What if I entered the wrong address?
Customers are responsible for checking that their delivery details are correct before completing checkout.
If you've entered an incorrect address, please contact our Customer Care team as soon as possible. We will do our best to assist, but we cannot guarantee that an address can be changed once an order has entered the fulfilment or delivery process.
If a parcel is returned to us due to an incorrect or incomplete address, additional shipping charges may apply for redelivery.
What if my parcel is delayed?
Delivery delays are not considered a loss while the parcel remains in the courier's network or continues to show active tracking.
If your order is taking longer than expected, please contact the courier using your tracking number or reach out to our Customer Care team and we'll assist with an investigation.
If the courier subsequently confirms that your parcel has been lost in transit, you may submit a Parcel Protection claim.
Estimated delivery timeframes are a guide only and may be affected by circumstances outside our reasonable control. This does not limit any rights you may have under the Australian Consumer Law.
What if my parcel is return to sender?
Parcel Protection does not ordinarily cover parcels returned to Ela & Earth because of:
- An incorrect or incomplete delivery address supplied at checkout.
- Failure to collect a parcel within the courier's nominated collection period.
- Refusal of delivery.
- Other circumstances within the customer's reasonable control.
Once the parcel has been returned to our warehouse, our Customer Care team can assist with arranging redelivery. Additional shipping charges may apply.
If the parcel was returned due to an error by Ela & Earth or the courier, please contact us and we'll assess the circumstances and appropriate next steps.