Peace of mind

Shipping Protection

Add Parcel Protection at checkout to safeguard your delivery against loss, theft or damage in transit. If something goes wrong, our team handles the investigation, replacement and support.

What Shipping Protection covers

Parcels lost in transit

If your parcel hasn't arrived within Australia Post's usual delivery timeframe, get in touch with our customer care team.

We'll lodge an investigation on your behalf. Once Australia Post confirms the parcel as missing (this may take up to 14 business days), we'll:

  • Replace any items that are still in stock, and
  • Issue a store credit for any items we can't replace.

Please note: We do not offer refunds under Shipping Protection. You will receive replacements or store credit only. If you prefer, you can choose to receive your entire order value as store credit instead of replacements.

Parcels delivered to the wrong address

If tracking shows your parcel was delivered to the wrong address and we can't retrieve it, we'll treat it as missing.

You'll receive:

  • Replacements for any in-stock items, and
  • Store credit for anything unavailable.

Again, please note: this policy provides replacements or credit only, no refunds.

What Shipping Protection does not cover

Incorrect address provided by the customer

If the address entered at checkout is incorrect and the parcel is delivered, we are unable to recover the parcel or offer replacements, credit or compensation.

Frequently asked questions

Can Parcel Protection be refunded?

Once an order has been dispatched, Parcel Protection is non-refundable.

Can I add Parcel Protection after I've ordered?

Parcel Protection must be added in your cart before checkout. Once an order has been dispatched, we cannot add it.

Is Parcel Protection transferable or redeemable for cash?

No — Parcel Protection applies only to the order it was purchased with, and cannot be exchanged for cash.

I didn't purchase Parcel Protection what now?

If Parcel Protection wasn't added to your order, you'll need to contact Australia Post directly regarding any delivery issues, as EcoCocoon won't be able to offer replacements or credit without the protection added.

How do I make a claim?

If your parcel is lost, stolen or damaged and you've added Parcel Protection, please contact our customer care team at https://ecococoon.com.au/pages/contact with:

  • Your order number
  • Your contact details
  • A brief description of the issue
  • Pictures of the damage and damaged packaging (including shipping packaging)