Delivery Protection provides additional protection for eligible orders lost or damaged during delivery.
Priority claim assessment
Protected orders receive priority claim assessment and a simplified resolution process.
No return required
For approved claims involving broken, unsafe or materially damaged products, you won’t need to return the affected item.
Your choice of resolution
For approved claims, you may choose either a replacement or refund.
Eligible lost parcels
Where tracking and available delivery information reasonably indicate that a parcel has been lost during delivery, Soluscent may approve a claim without waiting for the carrier to formally declare the parcel lost.
Basic verification
Claims remain subject to basic verification, including order details, tracking information and, where relevant, photographs of the product and packaging.
What’s not covered
Delivery Protection does not cover active delivery delays where a parcel remains in transit, incorrect or incomplete delivery information provided by the customer, or loss occurring after confirmed delivery to the correct address or nominated safe place.
If you have any questions about your order, our products or your shopping experience, we're here to help.
We aim to respond within 1–2 business days.
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