While you are a Member of our service, if you buy a new product and have it delivered by a delivery company that has an electronic automated package tracking system (e.g. UPS, Royal Mail, Business post, Fed Ex, DHL), we shall protect you from loss or theft during delivery. Delivery Guarantee protects every qualifying item not delivered within 30 days of the date that the product is dispatched.

This coverage is in excess of and subordinate to any other applicable insurance or indemnity programme(s) that you, or the relevant retailer (or the delivery company) may already have. Delivery Guarantee will only be responsible for the liability, costs and expenses not covered by your other warranty, imdemnity or other insurance policies. Delivery Guarantee coverage is also secondary to the respective retailer and delivery company's reimbursement and replacement cover. Before submitting a claim under Delivery Guarantee, you must have used all reasonable endeavours to seek redress, replacement or compensation from the retailer and the delivery company and pursuant to any other insurance cover available to you.

If the item lost or stolen is part of a pair or set, Delivery Guarantee will not pay more than the proportionate share of the item(s) lost or stolen that it bears to the total purchase price. This coverage includes the original cost of the delivering item.

You can initiate a claim on this site. You need to submit a claim within 120 days of the date on which the product was dispatched. We shall replace or reimburse the lost or damaged items up to a value of £500 per item, £2,500 per claim in relation to one event or a series of connected events (such as one order or one delivery comprising various items), and a maximum of £5,000 per year. There is a £1,000 limit per item on jewellery, watches, furs, antiques, coins, stamps, fine art, other numismatics (items related to the study or collecting of coins, medals and paper money) and computer equipment subject to the other limits of £2,500 and £5,000 set out above.

When you submit a claim, you will be asked to provide us with a completed Claim Form; a copy of the purchase receipt; and the tracking number that you received at the time you placed your order. We may also ask you to provide us with suitable evidence that you have tried (but failed) to obtain appropriate redress from the retailer and delivery company and pursuant to any insurance cover available to you (or a declaration that you do not have applicable insurance). If we change the claims process, we shall communicate the new process on this site.

Valid claims will be satisfied either by us, at our choice, replacing the lost or stolen items or by making a cash payment in an amount not to exceed the amount of the total purchase price or the relevant portion of the purchase price of the item including delivery costs (but excluding taxes and duties paid or payable by you), subject to the above mentioned limits of liability.

Where we choose to replace a product, we shall endeavour to provide a replacement that is as similar as reasonably practicable to the original product.

Delivery Guarantee does not cover:

• Any purchase that does not comply with UK laws, including but not limited to, any product that is sold, marketed, or otherwise offered for sale in breach of legislation, contractual obligations and/or third party intellectual property rights
• Items delivered by a delivery company that does not have an electronic automated package tracking system
• Taxes and duties associated with the item
• Cash or its equivalent; circulating currency; negotiable instruments; travellers' cheques; passports, visas,documents; tickets of any kind
• Animals; living plants, perishables and consumables
• Loss or damage caused by any force majeure event

Where the item is not delivered to you due to theft, any claim that you are entitled to make under Delivery Guarantee, shall be made under this Delivery Guarantee cover and not under our Damage Theft and Loss cover Back to Top