ProtectMyOrder

ProtectMyOrder gives peace of mind when ordering online, as we know delivery doesn't always go as planned. Delivery problems can ruin the whole online shopping experience, but it doesn't need to!

• For a very small additional fee added at checkout, get peace of mind in the following circumstances when ordering online
• Damage during transit - If the item arrives damaged or marked we will offer a solution quickly
• Loss during delivery - If your parcel gets stuck on tracking for more than 7 days we will resend or refund

If something does go wrong with your delivery we will prioritise resolving your query

Simply get in touch with our customer service team via email at sales@girlinmind.com and we'll raise an investigation and find you a solution quickly

The service provided above is in addition to those that you already receive as standard. The following should be treated as part of the services as set out in our standard terms and conditions, and shall be deemed upon payment of the additional fee to form part of our contract.

We do recommend to add this feature to your orders as if your parcel is to get lost, we will only be able to claim up to £100 for your refund and this can take 2-3 weeks.

WHAT SHOULD I DO IF MY DELIVERY IS MISSING?

If your parcel hasn't arrived and the tracking hasn't updated for more than 7 days, please contact our customer service team at sales@girlinmind.com.

If the parcel is hasn't been received in 1 week, please contact us at sales@girlinmind.com. Our customer service team will investigate on your behalf and aim to resolve the issue within 5 working days.

WHAT SHOULD I DO IF MY PARCEL IS DAMAGED?

If your item arrives damaged and you've opted for ProtectMyOrder, please send proof of the damage to sales@girlinmind.com.  Our customer service team will investigate on your behalf and aim to resolve the issue within 5 working days.   

PARCEL MARKED AS DELIVERED BUT NOT RECEIVED

If your tracking shows that your parcel has been delivered, left in a safe place or delivered to your address, but you are unable to locate it, please contact us as soon as possible.

We will open a formal investigation with the courier and provide them with the information relating to your claim. This may include checking GPS delivery data, photographs, safe-place information and other proof of delivery provided by the courier.

Due to an increase in fraudulent “delivered but not received” claims across online retail, we are required to fully investigate these cases before issuing a refund or replacement.

A refund or replacement will only be issued once the courier has completed its investigation and confirmed that the parcel has been lost or incorrectly delivered.

If the courier confirms that the parcel was correctly delivered to the address or an agreed/designated safe place and does not accept the parcel as lost, we will not automatically be able to issue a refund or replacement.

Please cooperate with any information requested during the investigation so that we can resolve your claim as quickly as possible.