What is covered by our Parcel Protection?Updated 2 months ago
What happens if my parcel gets lost in transit?
There are times when parcels are not delivered within the standard time frames as specified by Australia Post. If this occurs, please contact our customer service team so we can open a missing parcel investigation. If, after 7 days, they deem your parcel to be missing, Bon Maxie will replace items from your order that are available in our warehouse. Items we are unable to replace will be exchanged for a credit. Please note, we do not offer refunds and this parcel protection offers a replacement of items and credits only. You can request a full credit for your missing order instead of replacement items.
What happens if my parcel is delivered to the incorrect address?
If the tracking details show your parcel has been delivered to an incorrect address and we are unsuccessful in retrieving your parcel, it will be deemed to be missing. You will be covered by parcel protection in this event and your items will either be replaced if they are still available, or otherwise a credit will be issued. Please note, we do not offer refunds for parcels delivered to an incorrect address.
What happens if my parcel is damaged in transit?
If your parcel arrives damaged by Australia Post, we will replace the item for you. If the item is no longer available, we will provide store credit. In the first instance, please contact our customer service team to arrange to have your parcel sent back for assessment by our returns team. Once an assessment has been made, you will be contacted with a resolution.
What if I do not have Parcel Protection?
If you did not opt into our Parcel Protection with your order, please contact the shipping carrier directly to seek a resolution. Without Parcel Protection on your order, Bon Maxie will not be able to provide a replacement or store credit.