Shipping Protection
How It Works
All Piyama orders are shipped with tracking so you can follow your delivery every step of the way. For extra peace of mind, we offer optional shipping protection at checkout for a small fee. This covers your parcel against loss, theft, or damage during transit.
What's Covered
Shipping protection covers shipments that are:
- Lost in transit
- Stolen after dispatch
- Damaged during delivery
What's Not Covered
Shipping protection does not cover:
- Delays caused by customs, weather events, or courier backlogs
- Incorrect or incomplete shipping addresses entered at checkout
- Packages marked "delivered" where theft cannot be reasonably proven
What If Your Package Is Lost or Stolen?
1. If You Selected Shipping Protection:
You're covered!
If your order is lost, stolen, or arrives damaged, we’ll help you file a claim and make things right. To begin a claim, simply email our team at support@piyama.com.au
Please note: For lost or stolen packages, we kindly ask you to wait 30 days before submitting a claim, as your parcel may still be in transit.
2. If You Did Not Select Shipping Protection:
Without shipping protection, Piyama cannot be held liable for lost or stolen parcels.
In this case, you’ll need to file a claim directly with the shipping carrier.
Most couriers offer limited coverage (usually up to $100 or less), so we strongly recommend adding protection at checkout.
FAQ's
How do I file a claim?
You can file a claim directly by contacting us at support@piyama.com.au
Will I receive a replacement or reimbursement if my claim is approved?
You have the option to choose between receiving a replacement or a reimbursement in the form of store credit for your purchase.
What proof do I need?
For damaged items, please include photos of the item and packaging. For lost or stolen parcels, we will require supporting courier documentation.
What are the filing time frames?
You have up to 60 days from the shipment date to file a claim.
• Lost Shipments: Please wait 30 days from the shipment date before filing a claim to ensure the package is not simply delayed.
• Damaged Shipments: Claims can be filed immediately.
A Few Important Notes
- Shipping protection must be selected at checkout to be valid
- If not selected, you assume responsibility for resolving delivery issues with the courier
- Our liability is limited to the value of the items protected
- This policy is governed by the laws of Australia, and any disputes will be handled under Australian jurisdiction
For any order concerns, reach out to us anytime at support@piyama.com.au – we’re here to help.
