Protect your delivery with Navidium There's no need to wait weeks for claims to be processed by couriers - protect your parcel with just 2% of the contents value and we'll offer you a replacement* right away. * Replacement provided if all items are in stock. Otherwise we will offer you a credit note. What we deem as lost: Shipment states 'delivered' but you have not received it. We ask that you allow up to 5 working days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a re-delivery, it turns up in a secure location at your property or it may be at your neighbors.We reserve the right to class this as a 'delay' if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement.What we deem as damaged: Items arrive damaged in transit - clothing is wet, stained, torn etcSome of your order is missing due to the box/packet opening in transitPlease contact us immediately if your items have arrived damaged or something is missing. Submit photographic evidence of tampered items.What we do not cover: Missing parcels or re-delivery fees due to incorrect address information provided by youDelays in transitOrder marked as unfulfilled or un-shipped. This may be due to inventory issues or dispatch delaysItems that are returned to us for a refund or exchange that are not in a resalable conditionIf you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditionsHow to submit your claim: If your parcel is lost or damaged, please contact us at [email protected] from the email address you used to place your order. A member of our customer service team will assist you within 1-2 working days. What to include in your claim:Subject line: CLAIM for order #AV12345Description of your issuePhoto evidence of damageWe will continue to track your parcel and should it appear, we request it be sent back to us at our expense. By selecting Navidium shipping protection, you agree to these terms. We ask that you do not get in touch with us regarding a missing parcel until the allotted time has passed for it to be deemed as lost. This is our in-house protection policy. Navidium shipping protection is non refundable once an order has been marked as shipped.Our policy for unprotected parcels: We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take upwards of 6-8 weeks and is at the discretion of the courier. If your parcel has a GPS location or photographic evidence that it has been delivered to your property, is with a neighbor or at a secure location, we are not responsible for a refund or replacement.