Shipping Protection T&Cs

Shipping Protection T&Cs

By choosing to add Shipping Protection at checkout, you acknowledge and accept the following terms and conditions.

Coverage

Shipping Protection provides coverage in the following situations:

  • Your items are damaged during transit

  • Your package is lost in transit. An item is considered "lost" only if it has been over 30 days since it was dispatched from Byron, and Auspost cannot locate or deliver it

  • Your package is stolen - marked as delivered with proof of delivery, but never reached your hands

Filing a Claim

To report a damaged or lost order, please follow these steps:

  • Damaged items: Contact us within 24 hours of receiving your package with clear photos of the damage. 

  • Lost items: If it has been over 30 days since your order was dispatched, or it has been marked as delivered but hasn't reached you, contact us and we'll be able to help determine next steps. 

After you reach out, our team will investigate and review your claim and get back to you with next steps.

If approved, you will receive one of the following, depending on your case and product availability:

  • Replacement product(s) for missing or damaged items

  • A refund for the damaged or lost item(s)

Exclusions

Shipping Protection does not apply to:

  • Orders with incorrect or incomplete shipping addresses provided by the customer

  • Delivery delays

  • Damage of the product after it has been delivered

Please note: Shipping Protection fees are non-refundable, even if the item is returned.

Contact Us

If you have a claim to make, reach out to us at info@marvell-lane.com with your order number, tracking number, and all relevant details of your case. In cases of damaged items, don't forget to include photos of the damage.