Bad things can sometimes happen to good parcels. Regrettably, many delivery services tend to absolve themselves of responsibility in such instances or complicate the process of retrieval or replacement. We understand the frustration and disappointment that can result, which is why we offer an optional Shipping Protection service. Our aim is to offer you added reassurance and a swift resolution should the unexpected occur.
This optional add-on does not affect your statutory rights. Under Australia law we remain responsible for your order until it is delivered to you or your nominated person
WHAT IS SHIPPING PROTECTION?
The optional Shipping Protection service is offered by BlockBlueLight to give your parcel protection for your peace of mind:
- Loss, theft or damage in transit.
- Resolution of shipping issues with just an email to us.
- Item replacement/s.
BlockBlueLight's Parcel Protection program collects a small percentage of your order, excluding shipping and taxes. Our Parcel Protection Policy is not applicable on gift cards, digital products and selected items.
Customers must opt in to our Shipping Protection Policy in the cart before checkout for the Shipping Protection Policy to apply. Our Shipping Protection policy is not transferable or redeemable for cash, and is not refundable.
By participating in our Shipping Protection policy, you agree that BlockBlueLight reserves the right to modify or replace any part of these terms and conditions and terminate this policy at any time without notice.
WHAT IS COVERED BY OUR SHIPPING PROTECTION?
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 the shipping carrier. If this occurs, please contact our customer service team so we can open a missing / delayed parcel investigation. If they deem your parcel to be lost, BlockBlueLight will replace items from your order. If the parcel is delayed and it still showing in transit a reasonable time will need to be allowed for the delivery to still occur. We may replace or refund in line with your statutory rights. Shipping Protection guarantees immediate replacement without waiting for carrier investigations. Without Shipping Protection, we will still replace as required under Australia law, though the standard process may take longer while the courier completes its investigation.
What happens if my parcel is delivered to the incorrect address?
If the courier delivers your parcel to the wrong address despite the correct address being provided, we will resolve this for you in line with your statutory rights. Shipping Protection allows us to replace the parcel immediately without waiting for courier investigations.
What happens if my parcel is damaged in transit?
If your parcel arrives damaged by the shipping carrier, we will replace the item for you. 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 Shipping Protection?
If something goes wrong, please contact us. We will manage the issue and provide a replacement or refund as required by law. Shipping Protection is an optional fast-track for immediate replacement.
WHAT IS NOT COVERED BY OUR SHIPPING PROTECTION?
What happens if I have accidentally entered the incorrect delivery address on my order?
If an incorrect address is entered into your order and the parcel is subsequently delivered to that address, we cannot be held responsible for either the recovery or replacement of your order. This includes payment of any damages as a result of non-receipt of your order.
What happens if my order has shipping delays?
In the unlikely event of a delay in the delivery of your order that it is still in transit, this does not constitute as a lost parcel. If a parcel appears lost, we will investigate promptly and resolve it for you. With Shipping Protection, we send an immediate replacement. Without it, we still resolve the issue, though the standard process can take longer.
Can I get a refund on my Shipping Protection?
Once your order has been dispatched, Shipping Protection is not able to be refunded.
HOW DO I MAKE A CLAIM?
Making a claim is as easy as sending us an email. Simply send an email to info@blockbluelight.co.uk with your order number, contact info and a description of the problem and we will get back to you ASAP.
For speedy resolution, please include description: "SHIPPING PROTECTION ORDER [Your BlockBlueLight Order Number]".
Alternatively, if you have any other questions relating to your parcel protection policy, please also feel free to email us at info@blockbluelight.com.au with your order number.
Can’t find the information you're looking for on this page?
If you have any questions relating to our parcel protection policy, please email us at info@blockbluelight.com.au
