Overview

Shipping Insurance is an optional add-on at checkout that gives you extra protection if your order is lost or damaged in transit. It is only active if you select it before completing your purchase.

Shipping Insurance gives you a faster, simplified claims process, with a replacement or refund for an approved claim without needing to wait for courier investigations.

What Shipping Insurance covers

If you purchased Shipping Insurance, it applies to orders shipped within Australia that are:

• Lost in transit: the courier's tracking shows the parcel was not delivered and it has not arrived within 7 business days after the estimated delivery date.
• Damaged in transit: the product arrives with damage that occurred during shipping, such as a crushed or broken item, or damaged packaging that has affected the product.
• Missing from the delivered parcel: the parcel arrives but items from your order are missing.

If your claim is approved, we will, at our option, send a replacement or refund the cost of the affected item(s), subject to any remedy you are entitled to choose under the Australian Consumer Law.

Your Shipping Insurance fee is not refundable once the order has shipped, unless required by law.

What Shipping Insurance does not cover

Shipping Insurance does not cover theft or loss after correct delivery. For the purposes of this optional cover, we consider delivery confirmed where the courier has marked the parcel as delivered and provided photo evidence supporting delivery to the correct address or an authorised safe place.

If you dispute the delivery, including where the photo does not match your address or delivery instructions, contact us. We will review the available evidence with you rather than relying only on the tracking status.

Shipping Insurance also does not cover:

• Delivery to an incorrect address entered by you at checkout.
• Parcels refused by you or returned to us because nobody collected them.
• Damage that occurs after delivery, such as damage caused by installation, misuse or normal wear and tear. See our Returns & Money-Back Guarantee policy.
• Orders where Shipping Insurance was not purchased at checkout.

These exclusions apply to the optional Shipping Insurance only. They do not determine or limit your rights under the Australian Consumer Law.

How to make a claim

Email hi@blissfulhome.com.au with your order number and the relevant information below.

Lost parcels: contact us as soon as your order is overdue. If it remains undelivered 7 business days after the estimated delivery date, we can assess it as lost under this policy.

Delivery marked in error: please contact us within 14 days of the courier's delivery confirmation if you believe your parcel was incorrectly marked as delivered.

Damaged or missing items: please contact us within 14 days of receiving your order, including:

1. Clear photographs of the damaged item(s) and the outer packaging, including any shipping label. For missing items, include photos of what arrived and the packaging.
2. A short description of the damage or what is missing.
3. Please keep the packaging, if available, until your claim has been resolved, as it may help with the courier investigation.

We may ask for further information to assess your claim. Please do not return any item unless we ask you to.

These reporting timeframes help us investigate promptly. They do not limit your rights under the Australian Consumer Law.

Claim outcomes

We aim to assess your claim and reply within 3 business days of receiving all required information.

If approved, we will send a replacement at no extra cost, or refund the price of the affected item(s) to your original payment method within 10 business days. Banks and payment providers may need additional time to process refunds.

If we are unable to approve your claim under Shipping Insurance, we will explain why. We will also consider whether you are entitled to a remedy under the Australian Consumer Law, which applies regardless of Shipping Insurance.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Shipping Insurance is an optional extra provided in addition to, and does not exclude, restrict or modify, any rights or remedies available to you under the Australian Consumer Law.