Riff Raff Baby Shipping Protection Policy

What Riff Raff Shipping Protection is

Shipping Protection is our promise to you. If your parcel is lost, taken from your doorstep, or arrives damaged, we'll take care of it - with no need to chase Australia Post or wait weeks for an outcome.

It is provided directly by us, Riff Raff Baby.

Adding it to your order

• Shipping Protection is optional. You can add or remove it at any point before you pay.
• The fee is a small percentage of your order value, shown at checkout before payment.
• GST is included in the fee.
• It applies only to the order it was purchased with.
• Shipping Protection is available on orders shipped within Australia.
• Once your order has been dispatched, the fee is no longer refundable.

What's covered

• Lost - your parcel was dispatched but never arrived
• Stolen - tracking shows delivered, but the parcel wasn't there
• Damaged - your items arrived broken or unusable
• Delivered to the wrong address - you entered your address correctly, but the parcel went somewhere else

We cover the value of the products in your order, capped at $400 AUD per order. Shipping charges and the protection fee itself aren't included.

What's not covered

• An incorrect or incomplete delivery address. We'll always attempt to redirect or recall the parcel, but if it returns to us, reshipping is at your cost
• Change of mind, or ordering the wrong item - please see our Returns Policy.
• Faults or wear and tear - these are covered by our Warranty instead.
• Late delivery. Shipping Protection covers parcels that don't arrive, not parcels that take longer than expected.
• Claims made outside the timeframes below

Missing an item from your order? Please email us at hello@riffraffbaby.com rather than lodging a claim. It might be something we can fix straight away, and going direct is much quicker.

When to claim

The short wait on missing parcels is deliberate: most of them arrive. Express parcels in particular can go quiet for several days before turning up.

How to claim

Lodge your claim here with:

• Your order number
• A description of what happened
• Photos of the damage and the packaging, if your order arrived damaged
• Confirmation that you've checked with others at your address, any safe drop locations, and your local collection point
• For stolen parcels, we reserve the right to ask you to lodge a police report. This is usually done online through your state or territory police force's non-emergency reporting portal. It takes around two minutes and a screenshot of the confirmation is all we need.

What you'll receive

For our core range, you can choose:

• A replacement of the same items, or
• Store credit for their value
• Refund

If your item is sold out or was a limited edition, we'll offer a refund or store credit.

Where an item has arrived damaged, we'll resolve that item. A single broken item will be replaced or refunded on its own. If an item still works as it should but arrived with minor cosmetic damage, we'll offer a partial refund rather than a replacement. A crushed box or torn gift wrap is also handled as a partial refund.

If a parcel is returned to us undelivered, we'll contact you to arrange redelivery. Where your address was correct and the return wasn't your doing, redelivery is on us.

Limits

• Two claims per customer in any 12-month period.
• We take our customers at their word, and the vast majority of claims are resolved the next business day. On rare occasions we may need to decline a claim, and we'll always explain why.

Your consumer rights

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Shipping Protection is in addition to those rights, not instead of them. Nothing in these terms limits or excludes anything you are entitled to by law.

Changes to these terms

We may update these terms from time to time. The version published when you placed your order is the one that applies to that order.

Contact us

Ready to claim? Lodge it here and we'll take care of it. If you've got a question, hit a problem, or just need a hand, email us at hello@riffraffbaby.com.