Parcel Protection gives you peace of mind by covering your order against loss or damage during transit.

Parcel Protection must be selected at checkout. It is an optional service available for Australian and New Zealand customers only.

Please note: Parcel Protection covers issues that occur after dispatch.
It does not cover dispatch times, courier delays, or order processing speed.

For estimated delivery timeframes, please refer to our Shipping Information page here.

Parcel Protection covers:

• Parcels lost in transit
• Parcels damaged during transit

Parcel Protection does not cover:

• Incorrect addresses entered at checkout
• Parcels stolen after delivery
• Delivery delays caused by postal services
• Unclaimed or returned-to-sender parcels
• Gift cards or digital products
• Refunds (Parcel Protection offers replacement items or store credit only)

Parcel Protection is available at checkout for a small additional fee based on your total order value.

(You will see the cost clearly outlined when you select Parcel Protection at checkout.)

If your parcel is lost and you have selected Parcel Protection:

• Please contact our customer care team so we can assist in lodging an investigation with the courier.
• If the parcel is confirmed missing, we will either replace available items or issue a store credit for unavailable items.

Please note: Refunds are not available under Parcel Protection claims.

If your parcel arrives damaged and you have selected Parcel Protection:

• Email customerservice@mychristmas.com.au within 7 days of delivery.
• Include your order number, a description of the issue, and photos.
• We will arrange a replacement if the item is available, or issue a store credit if it is not.

If an incorrect shipping address is entered at checkout, Parcel Protection does not apply.

Please double-check your delivery details carefully before placing your order.

To make a Parcel Protection claim:

• Email customerservice@mychristmas.com.au within 7 days of delivery.
• Include your order number, a description of the issue, and photos (if applicable).
• For faster processing, please use the subject line: Parcel Protection Claim – Order #[Your Order Number].

Please note: Claims must be lodged within the timeframe specified at the time of ordering.Claims submitted outside this timeframe cannot be accepted.

• Parcel Protection is an optional service and must be manually selected at checkout.
• Parcel Protection is a shipping insurance service and is non-refundable once your order has been dispatched.
• If Parcel Protection was not selected at checkout, we are unable to assist with claims for loss or damage.
• Parcel Protection does not cover delays in shipping or processing times.
• If Parcel Protection was not selected, any issues regarding loss or damage will need to be addressed directly with the shipping carrier.