What is ProtectMyOrder?
ProtectMyOrder gives peace of mind when ordering online. Deliveries don't always go as planned. They can ruin the shopping experience. But they don't need to!
We vet all merchants who sell ProtectMyOrder. Only merchants who meet or exceed all of our requirements are eligible to offer the ProtectMyOrder service.
When you opt for protection, the merchant commits to a secure online shopping experience. This includes an excellent service in the case of something going wrong with your delivery.
What do I get with ProtectMyOrder?
Faster compensation & wider coverage: Waiting for the courier company to provide a resolution to a delivery problem can take a while (sometimes upwards of 30 days). Instead, merchants guarantee the following service:
Theft/Mis-delivered: If tracking shows the order as delivered but you haven't received your order, the merchant will provide either a reship or a refund within 2 working days
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Loss: If there are no updates on the tracking within the specified time frames below, you will get a reship or a refund
- Domestic: 5 days
- International: 10 days
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Damage: If the item arrives damaged or marked, the merchant will ask you to provide photographic evidence of the damage. They will then provide a reship, a repair or a refund within 1 working day of receiving satisfactory evidence
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Wrong/missing items: The merchant will ask you to provide photographic evidence of the items inside the order. They will then provide a reship or a refund within 1 working day of receiving satisfactory evidence
Prioritisation: If something goes wrong with your delivery, your issue will be prioritised by the merchant. You will be bumped to the top of the queue. The merchant will have to reply to your emails within 1 working day
Mediation: If you believe a merchant has not adhered to the ProtectMyOrder service guarantees you can report them to us. We then create a case and examine the evidence. If the merchant's compensation is unsatisfactory, they will be forced to compensate you to continue using ProtectMyOrder
Please note:
- ProtectMyOrder does not guarantee you compensation for delayed orders
- The merchant reserves the right to refuse compensation if evidence provided is not satisfactory. For example:
- Images provided do not show damage to the product.
- Proof of delivery is supported by courier-supplied photographic evidence, GPS-verified delivery location and satellite imagery.
- If the merchant sells made to order items, it may take a few extra days to remake the items once compensation has been agreed
- Merchants have the discretion to compensate with a refund, repair, or replacement, depending on their policy.
- Compensation and response timeframes may change during Nov-Dec due to high volumes over the Christmas period
Something has gone wrong with my delivery. What should I do?
Contact the merchant’s customer service team - they will then find a prompt solution
If you believe a merchant has not adhered to the ProtectMyOrder service, click File a report below. We will then mediate the issue. If we agree the merchant has not provided satisfactory compensation, we will require them to compensate you
Has a merchant failed to adhere to their ProtectMyOrder policy?
File a report
