Shipping Protection Terms

Shipping protection is an optional $2.99 add-on. It's pre-selected in your cart, and you can remove it with one click before you check out. Here is exactly what it does and doesn't do.

What you're buying

Shipping protection is a service we provide ourselves — it is not third-party insurance and it is not a regulated insurance product. If a covered event happens, we ship you a replacement at our cost, or refund you if a replacement isn't possible. There is no claim form and no deductible.

What it covers

  • Lost in transit. Your parcel stops moving and there is no tracking update for 20 or more business days after dispatch.
  • Damaged on arrival. The product arrives broken, crushed, leaking or otherwise unusable.
  • Stolen after delivery. Tracking shows delivered, but the parcel was taken from your address and you confirm you didn't receive it.

What it doesn't cover

  • An incorrect, incomplete or outdated delivery address entered at checkout.
  • Parcels refused at the door, or left unclaimed at a pickup point or depot until they are returned to sender.
  • Delays. A slow parcel that is still moving is not a lost parcel — free worldwide shipping takes time, and delivery estimates are estimates.
  • Customs seizure, or refusal to pay import duties or taxes where your country charges them.
  • Change of mind, wrong shade chosen, or the product not suiting you. That's what the 30-day money-back guarantee is for, and it applies whether or not you bought protection.

How to make a claim

  1. Email support@getbrowe.com with your order number.
  2. Tell us in a sentence what happened. For damage, attach a photo.
  3. We'll confirm and dispatch a replacement, usually within one business day of confirming.

Claims must be raised within 30 days of the last tracking update on your order. After that we can't verify what happened with the courier.

Limits

  • Protection covers the value of the order it was purchased on, once. A replacement shipment is itself covered for loss or damage.
  • One replacement per order. Repeat claims on the same address may be reviewed before we ship again.
  • Protection is charged per order, not per item, and is non-refundable once the order has shipped.
  • We may decline a claim where the evidence contradicts it — for example, tracking showing a signature you provided.

If you don't buy protection

You still have every right you'd normally have: our 30-day money-back guarantee applies, and if a parcel is genuinely lost we'll still work with you and the courier. Protection buys you a fast no-questions replacement, not your basic consumer rights, which you keep either way.

Questions about any of this: support@getbrowe.com.