What If My Parcel is Lost, Stolen or Damaged?
We understand how frustrating it can be if your parcel goes missing or arrives damaged. Here’s what to do if you encounter this situation:
- Contact Us Immediately
If your parcel hasn’t arrived or has arrived damaged, please reach out to us at info@thelullabyclub.com.au as soon as possible. Include the following details in your email:
- Your order number
- A detailed description of the issue
- Photos of the damaged parcel or its contents (if applicable)
- Shipping Protection
If you opted for our shipping protection at checkout, you’re covered! This protection allows us to resend your order or issue a credit if your parcel:
- Goes missing during transit
- Arrives damaged
- Can be proven to have been stolen after delivery
- How the Process Works
- Once you’ve provided the necessary information, we’ll open an investigation with the courier to locate the missing parcel or assess the damage.
- If your claim is approved, we’ll promptly resend your order or issue a credit.
- Important Notes
- For parcels marked as delivered but not received, we may require additional information (e.g., a photo of the delivery location or a non-delivery statement from the courier, security footage or police report).
- If you didn’t opt for shipping protection, we’ll still work with our courier partners to investigate the issue, but our ability to resolve it may be limited.
We’re here to ensure you have the best possible experience, and we’ll do everything we can to help you resolve any shipping issues. Please don’t hesitate to reach out to us for assistance!
Dec 19, 2024