Parcel Protection covers what happens after delivery and speeds up fixes in transit; loss and damage in transit stay our responsibility on every order, so the copy says so.

Cozy Parcel Protection £1.99

Cover for your parcel once it's been delivered. If it's stolen or goes missing from your doorstep, your chosen safe place or a neighbour after the courier confirms delivery, we'll replace it.

If anything goes wrong in transit, we'll send your replacement straight away – no waiting for courier investigations.

Optional. Must be added before you complete checkout and can't be added afterwards.

Lost or damaged in transit? Every order is covered by our standard delivery policy and your consumer rights. Parcel Protection adds post-delivery cover and faster replacements.

Parcel Protection terms

Cozy Parcel Protection is an optional service you can add at checkout for £[X]. It gives you cover beyond our standard delivery policy and your statutory rights, which apply to every order whether or not you choose it.

What's covered

Issue	With Parcel Protection	Without it (standard policy)
Stolen or missing after confirmed delivery to you, your address, a safe place you nominated or a neighbour you nominated	Replaced	Not replaced – the parcel was delivered
Lost in transit	Replacement dispatched straight away	Replaced or refunded once the courier confirms it's lost (up to [10] working days)
Damaged in transit	Replacement dispatched straight away, no need to return the damaged item	Replaced or refunded
Address entered incorrectly at checkout	One free reship to the corrected address	Reship at your cost if the parcel comes back to us

Where a replacement isn't possible, we'll refund the affected items instead.

Personalised items

Personalised items are made to order. Replacements are re-embroidered with the same personalisation, prioritised in production and dispatched within [X] working days of your claim being approved. If the item is no longer available in your size or colour, we'll offer the closest alternative or a full refund.

How to claim

1. Email [customer service email] within [14] days of tracking showing your parcel as delivered, or within [30] days of dispatch if it never arrived.
2. Include your order number and, for damage, photos of the item and packaging.
3. For theft, we'll ask you to confirm in writing that you haven't received the parcel. For orders over £[X], we'll also need a police crime reference number.
4. We'll reply within [2] working days and dispatch your replacement within [X] working days of approving the claim.

What isn't covered

• Orders where Parcel Protection wasn't added at checkout. It can't be added after an order is placed.
• Claims made outside the time limits above.
• Parcels still moving through the courier network. A parcel is treated as lost if tracking hasn't updated for [5] working days, or it hasn't arrived [5] working days after its expected delivery date.
• Damage caused after delivery, other than by theft.
• More than one claim per order.
• Claims where we find evidence of fraud or misuse.

Fee

If your order is cancelled before dispatch, we'll refund the Parcel Protection fee.

Your statutory rights

Parcel Protection is in addition to your statutory rights and doesn't replace or limit them. Your order is our responsibility until it's delivered to you, to someone at your delivery address, to a safe place you nominated, or to a neighbour you nominated.

Delivery policy: lost, damaged and missing parcels

Your order is our responsibility until it's delivered; after that it's yours. This applies to every order. Parcel Protection adds the extra cover set out above.

When your parcel counts as delivered

Your parcel is delivered when the courier:

• hands it to you or someone at your delivery address;
• leaves it in a safe place you nominated, at checkout or through the courier's app or website; or
• leaves it with a neighbour you nominated.

From that point, the parcel is your responsibility.

Not arrived or lost in transit

If tracking hasn't updated for [5] working days, or your parcel hasn't arrived [5] working days after its expected delivery date, email [customer service email]. We'll open an investigation with the courier, which can take up to [10] working days. Once it's confirmed lost, we'll replace your order or refund you in full – your choice.

Damaged in transit

Email us as soon as possible, ideally within 7 days of delivery, with photos of the item and packaging. We'll replace the item or refund you.

Tracking says delivered but you can't find it

1. Check around your property, any safe place you use, with neighbours and with others at your address. Couriers sometimes mark parcels delivered early, so allow 24 hours.
2. Email us within 14 days of the delivery date so we can raise it with the courier while their records are available.
3. We'll request proof of delivery from the courier, such as a photo, GPS location or signature.

If the courier's evidence shows delivery to you, someone at your address, a safe place you nominated or a neighbour you nominated, the parcel was delivered and we're unable to replace or refund it. If you believe it was stolen, please report it to the police. Parcel Protection covers this.

If the courier can't show delivery in one of those ways – for example, it was left somewhere you didn't nominate or taken to the wrong address – we'll treat it as lost in transit and replace or refund it.

Incorrect address

Please check your address at checkout. If the address you gave us is incorrect or incomplete and the parcel is delivered there, we can't replace it. If it comes back to us, we'll reship it once you've paid the delivery cost again.

Your statutory rights

Nothing in this policy affects your statutory rights.