Package Protection
We know that even the best-laid plans can sometimes go wrong. While we trust our delivery partners, there are moments when parcels can encounter unexpected issues. For your peace of mind, we offer Package Protection, designed to provide prompt resolutions if your order encounters any issues getting to you.
What is Package Protection?
Our Package Protection service covers:
- Loss, theft, or damage during transit.
- Hassle-free resolution through a simple email to our team.
- Item replacement subject to availability. Store credit or refund where an identical item is unavailable.
Package Protection is a small fee of up to 3.5% of your order value (excluding shipping and taxes). Please note, this service excludes gift cards, and select items.
To activate Package Protection, simply opt-in during checkout. Once selected, this service is non-refundable, non-transferable, and cannot be redeemed for cash.
By opting into Package Protection, you agree that UNE PIECE reserves the right to update these terms or discontinue the service at any time without prior notice.
What is covered by Package Protection?
Parcel lost in transit
If your parcel is delayed or missing beyond standard delivery times, contact our team so we can launch an investigation with the carrier. After 7 days, if the parcel is confirmed lost, we will replace any available items from your order. If items are unavailable, we will issue your choice of store credit or refund.
Parcel delivered to incorrect address
If your parcel is mistakenly delivered to an incorrect address and cannot be retrieved, we’ll treat it as missing and replace any available items from your order. If items are unavailable, we will issue your choice of store credit or refund.
Parcel damaged during delivery
In the unfortunate event your parcel arrives damaged, we will replace the affected items. If replacements aren’t available, we will issue your choice of store credit or refund. Contact our customer service team to initiate the process, and once the item is assessed, we’ll provide a resolution.
What is not covered by Package Protection?
Entering the wrong shipping address
If an incorrect shipping address was provided at checkout and the parcel is sent there, we cannot recover or replace your order. This includes covering any losses incurred from non-delivery.
Can I get a refund of Package Protection?
Once your order has been dispatched, Package Protection fees are non-refundable.
What if I didn’t opt into Package Protection?
If Package Protection wasn’t selected at checkout, we'll do our best to help you find your parcel but ultimately you may need to contact the shipping carrier directly for assistance. Unfortunately, without this coverage, we cannot offer replacements or store credits for lost or damaged orders.
How do I make a claim?
If you need to make a claim, simply contact our team via unepiece.com/contact with your order number and and a brief description of the issue. Please select "Package Protection claim" as the subject to help us expedite your claim.
For any other questions related to Package Protection, please reach out to us via unepiece.com/contact. We’re here to help.