Shipping Protection

Shipping Protection is optional. Tick it and we cover the two things our standard policy does not: a parcel that is marked delivered but never reaches you, and the wait that comes with a carrier investigation.

What it covers

• Marked delivered, never received. Stolen from your doorstep, left at the wrong address, or simply gone after the carrier logged it as delivered — email us and we replace it or refund you.
• No waiting on the carrier. Without protection we chase the carrier first, which can take up to 7 business days before a parcel is declared lost. With protection we act the day you email us.
• Priority re-send. Your replacement goes out ahead of the queue, or we refund you in full — your choice.

What you already get for free, with or without it

If a parcel is confirmed lost in transit, you get a replacement or a full refund — that is in our Shipping & Delivery policy and it costs nothing. If an item arrives damaged, faulty or is not what you ordered, we replace or refund it and you are never out of pocket — see Returns & Exchanges. Shipping Protection does not replace those; it sits on top of them.

The fine print, in plain words

One Shipping Protection per order, and it applies to that order only. Email support@sereinelabel.com with your order number within 30 days of the delivery date shown on your tracking. You can untick it in your cart at any time before checkout. Nothing here limits your rights under the Australian Consumer Law — our goods come with guarantees that cannot be excluded, and this add-on is offered in addition to them, never instead of them.