Optional add-on

Delivery Protection

Delivery protection is optional. It is never added to your cart unless you choose it, and it is never preselected.

What is already free, without it

If a parcel is lost in transit, arrives damaged, or is badly delayed, we replace it or refund you at no cost. That has always been our shipping policy and it does not change whether or not you add protection. You do not need to pay for that.

What delivery protection adds

It covers one situation that is otherwise outside our control: a parcel that the carrier marks as delivered but that never reaches you, most often because it was taken from a doorstep or a lobby. Carriers do not accept liability once a parcel is scanned as delivered, so without protection this is the one case where we cannot help.

How to make a claim

Email zee@dermasuede.com within 15 days of the delivery scan with your order number and a short note about what happened. Check with your household and neighbours first, and look around the property, because most missing parcels turn up within a day. If it has not appeared, we ship a replacement free of charge. If the item is out of stock, we refund the full order value including the protection fee.

Limits

One claim per order. Protection covers the value of the Dermasuede products in that order. It does not cover an address entered incorrectly at checkout, a parcel refused at delivery, or a claim reported more than 15 days after the delivery scan. Protection is not an insurance product and is not underwritten by a third party. It is a commitment from us, funded by us, and honoured directly by us.

Removing it

You can take it out of your cart at any time before checkout the same way you would remove any other item.