We strongly recommend that all of our customers insure their orders. It is our responsibility to ship your order in a reasonable timeframe and in the condition described, however, we cannot control how your package is handled in transit.
Therefore it is not All Things Wonderful's responsibility if the shipping carrier loses, drops, kicks or stomps on your package. Our responsibility to that package ends when we turn it over to the care of the carrier.
Shipping Insurance is available on all orders that are freighted within Australia. If shipping insurance is applicable to your selected shipping method, you will be able to choose to insure your order.
Shipping Insurance covers for loss and damage of your order from All Things Wonderful until delivery occurs at your nominated delivery address.
An item is not determined as lost until the freight company exhausts all possibilities of finding the item and declares it as being lost. This may take some time whilst we wait for the freight company to complete their checks.
If your goods are visibly damaged, do not sign for your goods unless they are marked as damaged with the freight company.
Shipping Insurance does not cover you for a parcel that has gone missing after being delivered which has an "Authority to Leave" that has been approved by yourself. If Authority to Leave has been approved, it is marked on your invoice.
If you receive an item that is damaged and you have paid for shipping insurance, you must contact us within 24 hours via email complete with photos item(s), internal and external packaging. Our contact information can be found on our Contact Us page. The photos must include;
Once we receive the information above, and any other information we may require at the time, we will review your claim. In the case of a verified damaged item, we will replace it and ship the replacement to you.
In the case of an order that is verified as not received, we will replace the order.
As All Things Wonderful has offered you the option of insurance and you reject or decline that option, YOU are accepting full responsibility of that package and releasing All Things Wonderful from further obligation. If you did not purchase shipping insurance at time of checkout then you will be responsible for contacting the company that delivered your freight and attempt to gain some resolution. Having said this Aust Post will likely not do anything about lost packages unless the package is insured.
Please don't leave a negative feedback because of the carrier's error. Feedback is designed to be left on All Things Wonderful's service, so if we have fulfilled our part satisfactory and there is a mistake with the carrier, then the carrier's mistake should not be seen as our mistake.