Shipping Protection

Shipping Protection

Because your parcel matters just as much to us as it does to you.

At Ecococoon, we pack every order with care, but sometimes things happen on the journey. For extra peace of mind, you can add Parcel Protection to your order, a simple way to safeguard your delivery against loss, theft or damage while in transit.

When you opt in, our team will handle the investigation, replacement and support so you’re never left chasing answers.

What Parcel 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 Parcel Protection. 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 an incorrect address and we’re unable to retrieve it, we’ll treat it as a missing parcel.
You’ll receive:

  • Replacements for any in-stock items, and

  • Store credit for anything unavailable.

Again: This policy provides replacements or credit only — no refunds.

Parcels Damaged in Transit

If your order arrives damaged, please contact us as soon as possible with photos.
We may ask you to return the parcel for assessment by our returns team. Once reviewed, we will:

  • Replace damaged items if they’re available, or

  • Provide store credit if they’re not.

What Parcel 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 heloo@ecococoon.com.au with:

  • Your order number

  • Your contact details

  • A brief description of the issue

  • Pictures of the damage and damaged packaging (including shipping packaging)