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Parcel Protection Policy

We’ve Got Your Back with Parcel Protection

Sometimes, even the best-laid plans go awry. While we do everything possible to ensure your Ivy & Wood goodies arrive safely, things can occasionally go wrong in transit. Lost, stolen, or damaged parcels can be frustrating, and dealing with shipping carriers can be a headache. That’s why we offer Parcel Protection—your added layer of peace of mind, making things right as quickly and smoothly as possible.

What Is Parcel Protection?

Parcel Protection is our way of ensuring your order is covered against:

  • Loss, theft, or damage while in transit
  • Hassle-free resolutions with just one email
  • Item replacement or store credit, depending on availability

For just 4.5% of your order (excluding shipping and taxes), you can opt in to Parcel Protection at checkout. Please note, this service doesn’t cover gift cards, digital products, or select items, and it must be added to your cart before completing your order.

What Does Parcel Protection Cover?

Lost Parcels

If your parcel doesn’t arrive within the standard delivery timeframe, let us know! We’ll work with the carrier to investigate, and if it’s officially deemed missing after 7 days, we’ll replace your items (if available) or issue store credit. Refunds aren’t available under this policy, but you can request a full credit for your missing order.

Delivered to the Wrong Address

If your tracking shows your parcel was delivered to the wrong address and we can’t recover it, it will be considered lost. Don’t worry—Parcel Protection has you covered. We’ll replace your items (subject to availability) or provide store credit.

Damaged Items

If your parcel arrives damaged, we’ll sort it out. Reach out to us to arrange a return so our team can assess the issue. Damaged items will be replaced, or if unavailable, we’ll issue store credit.

What’s Not Covered?

  • Incorrect Delivery Address Entered by You
    Double-check those details! Unfortunately, if your parcel is sent to the wrong address due to an error in the information provided at checkout, we can’t recover or replace it.

  • Parcel Protection Refunds
    Once your order is dispatched, Parcel Protection can’t be refunded.

No Parcel Protection?

Without opting in, any issues with lost, stolen, or damaged parcels must be handled directly with the shipping carrier. Sadly, we won’t be able to assist with replacements or credits in these cases.

How to Make a Claim

Making a claim is easy—just email us at support@ivyandwood.com.au with the following:

  1. Your order number
  2. A brief description of the issue
  3. The subject line: "PARCEL PROTECTION ORDER [Your Order Number]"

We’ll get back to you as quickly as we can with the next steps.

If you have any questions about Parcel Protection, we’re here to help—just reach out to us at support@ivyandwood.com.au.

At Ivy & Wood, we’re all about delivering happiness—straight to your door! With Parcel Protection, you can shop with confidence knowing we’ll be here to support you, no matter what.