Shipping Protection

Shipping Protection is added to your order in the cart and costs A$14.95 per order, whatever the number of items. You can switch it off in the cart before you check out.

What it adds

Without protection, we still look after your parcel. If it is lost or damaged in transit, we lodge an enquiry with Australia Post and, once the parcel is confirmed lost or damaged, we send a replacement or refund you in full, including the shipping cost. That process can take several weeks while Australia Post completes its investigation.

Shipping Protection adds two things on top of that:

  • No waiting for the investigation. We send your replacement straight away, as soon as you tell us the parcel has not arrived or has arrived damaged. We deal with Australia Post ourselves afterwards.
  • Theft after delivery. If Australia Post marks your parcel as delivered but it has been taken from your doorstep or letterbox, we send a replacement. That is not covered without protection.

If the item is sold out, we refund you in full instead of sending a replacement.

How to claim

Email info@telyza.com within 14 days of the delivery date, or of the expected delivery date if the parcel never arrived. Give us your order number and tell us what happened. For a damaged parcel, send a photo of the item and the packaging. For theft after delivery, we may ask you to check with neighbours first and, if nothing turns up, to confirm in writing that you did not receive the parcel.

Your rights without protection

Shipping Protection does not replace or limit your rights under the Australian Consumer Law. We are responsible for your order until it is delivered to you, whether or not you add protection, and our Shipping policy and Refund policy apply in full either way.

What it does not cover

  • Change of mind. Our 30-day change-of-mind returns apply as normal, see our Refund policy.
  • Damage caused after the parcel is in your hands.
  • An address entered incorrectly at checkout. Contact us as soon as you notice and we will do what we can, but we cannot guarantee a parcel sent to the wrong address.
  • Deliveries outside Australia. We ship within Australia only.

Not insurance

Shipping Protection is not insurance. Telyza is not an insurer and does not hold an insurance licence. It is a service we provide ourselves under these terms.

Telyza is owned and operated by Ecomari Limited, Hong Kong Business Registration No. 78080642.