We always aim to deliver your styles on time and in perfect condition, but if something goes wrong, we now have Shipping Insurance! (referred to as "Loss or Accidental Damage" at checkout). What is Shipping Insurance? Shipping Insurance is offered by Runway Scout to protect your order from loss or accidental damage. The Details Shipping Insurance automatically applies to each order - you must deselect this option before proceeding to the checkout. Our Shipping Insurance policy is not transferable or redeemable for cash, and is not refundable. What It Covers (a) Lost Parcel - if your parcel has been delayed by the shipping carrier (outside of the estimated shipping times) we will open an investigation with the carrier. If the carrier has deemed your order lost in transit, we are happy to replace the items from your order that are available in our warehouse. Items we are unable to replace will be exchanged for a store credit. Please note, we do not offer refunds - Shipping Insurance offers a replacement of items and credits only. You can request a full credit for your missing order instead of replacement items. (b) Damage In Transit - if your order has been damaged in transit, please email us with images of the damage along with your order details so we can assess it. If the styles are in stock, we will happily replace the items from your order, or we will provide you with a store credit. (c) Delivery To Incorrect Address - if the tracking details show your parcel has been delivered to an incorrect address and we are unsuccessful in retrieving your parcel, it will be deemed to be missing. You will be covered by Shipping Insurance in this event and your styles will be replaced if they are still available, or otherwise a credit will be issued. We do not offer refunds for parcels delivered to an incorrect address. What is NOT covered by Shipping Insurance (a) Incorrect Address by Customer - if you enter an incorrect address and your order has been dispatched, this will NOT be covered by Shipping Insurance. (b) Stolen Parcel With ATL or Safe Drop Chosen - if you have chosen SAFE DROP or AUTHORITY TO LEAVE and your parcel is stolen from your premises, this will NOT be covered Shipping Insurance - you will NOT be eligible for a credit note or replacement of items. Can I get a refund on my Shipping Insurance Once your order has been dispatched, Shipping Insurance cannot be refunded. What if I do not have Shipping Insurance? If you did not opt into our Shipping Insurance with your order, and there is an issue with your order, you can still contact us. We may still be able to assist, however, we cannot guarantee that your order will be protected. For any questions relating to our Shipping Insurance, please email our customer service team on [email protected]
