PROTECT YOUR DELIVERY WITH ONWARD

There’s no need to wait weeks for claims to be processed by couriers - protect your parcel with shipping protection for just 3.5% of the contents value and Onward will offer you a refund or replacement right away. 

WHAT IS DEEMED AS LOST:

• Shipment states ‘delivered’ but you have not received it. We ask that you allow up to 5 working days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbors.
  
• Your tracking has not updated for a set length of time.

WHAT WE DEEM AS DAMAGED:

• Items arrive damaged in transit - broken or bent beyond repair
• Some of your order is missing due to the box/packet opening in transit 

Please contact Onward immediately if your items have arrived damaged or something is missing. Submit photographic evidence of tampered items.

WHAT'S NOT COVERED:

• Items that are returned for a refund or exchange that are not in a resalable condition

HOW TO SUBMIT YOUR CLAIM:

If your parcel is lost or damaged, please visit the Onward claims portal. A member of our their claims support team will assist as soon as possible. 

By selecting Onward shipping protection, you agree to these terms. 

Onward shipping protection is non refundable.

THE POLICY FOR UNPROTECTED PARCELS:

We will follow the claims policy with your selected courier to either locate your parcel or deem it as lost. This may take up to 4-6 weeks and is at the discretion of the courier.