Terms of service

Delivery Protection

We offer Delivery Protection as an optional add-on at checkout to help protect your order against loss, theft, or damage during transit.

If selected at checkout, Delivery Protection allows eligible customers to request assistance if their parcel is affected by a covered delivery issue.

What Delivery Protection Covers

Delivery Protection may apply to the following situations:

  • Lost parcels – if your order is not delivered within the expected timeframe and is confirmed lost in transit

  • Damaged items – if your order arrives damaged as a result of delivery

  • Stolen parcels – if your parcel is marked as delivered but is reasonably believed to have been stolen after delivery

What Delivery Protection Does Not Cover

Delivery Protection does not cover:

  • Incorrect delivery addresses entered by the customer

  • Delivery delays that do not result in loss

  • Parcels delayed due to customs processing

  • Orders marked as delivered where insufficient evidence of theft is provided

  • Damage caused after delivery

  • Issues caused by customer error, unauthorised order changes, or refusal to accept delivery

How to File a Delivery Protection Claim

To request assistance under Delivery Protection, customers must contact us at: service@woolanddewvip.com

Please include:

  • Your order number

  • A description of the issue

  • Supporting documentation, if applicable, such as:

    • Photos of damaged items and packaging

    • Tracking information

    • Proof of delivery issue

    • Any other relevant details

Claim Timeframes

Claims must be submitted within:

  • 30 days of the last tracking update for lost parcels

  • 7 days of delivery for damaged items

  • 7 days of the marked delivery date for stolen parcels

Resolution

If your claim is approved, we may, at our discretion:

  • Send a replacement item

  • Issue a refund

  • Provide store credit

Resolution will depend on product availability and the nature of the claim.

Important Notes

  • Delivery Protection is optional and must be selected at checkout to apply.

  • The Delivery Protection fee is non-refundable once the order has been placed.

  • Delivery Protection is not a guarantee against all delivery issues, but an added service to help resolve eligible transit-related problems.