Your order should reach you the way it left us. If it doesn’t, protection puts it right, on us.
What’s covered
Lost on the way. If tracking hasn’t moved for 7 days, or the carrier says it’s lost, we send a replacement. You don’t wait on a carrier investigation.
Stolen, or “delivered” but not there. If tracking says delivered and the package isn’t at your door, we send a replacement.
Damaged on the way. Send us one photo within 30 days of delivery. We send a replacement, and you don’t need to send the damaged one back.
Standard vs. protected
| What happens | Standard (every order) | Protected order |
|---|---|---|
| Carrier confirms it’s lost | We replace or refund | We replace or refund |
| Tracking stops moving for 7 days | We wait for the carrier’s answer | We send a replacement, no waiting |
| Marked “delivered” but not at your door | Not covered | We send a replacement |
| Damaged when it arrives | Report within 48 hours | Report within 30 days. Keep the damaged one. |
| How fast a replacement ships | No set time | Within 2 business days |
How fast
Replacements for in-stock pieces ship within 2 business days of your claim. If a piece has sold out or is on pre-order, you choose: a full refund for that piece, a different piece at the same price, or a spot in the next batch.
How to claim
Email cs@afroyla.com with the subject “Protected order” and your order number. Tell us what happened; for damage, add one photo. No police report, no forms. We reply within 1 business day.
Pre-orders
Your pre-order is protected from the day it ships until it’s at your door.
The fine print
- Protection covers the whole order it was added to. It’s added at checkout and can’t be added after the order is placed.
- The protection fee is refundable if we cancel your order before it ships. Once the order ships, the fee isn’t refunded.
- Lost and stolen claims: within 30 days of the delivery date in tracking, or of the last tracking update for lost packages.
- Packages marked “delivered” sometimes turn up a day or two later. We may ask you to wait 2 days and check with neighbours or your building office before we reship. “Delivered but not received” claims are limited to one per customer every 12 months.
- Not covered: a wrong address entered at checkout, or a package you redirected with the carrier after it shipped.
- The protection fee is not taxed.
- Shipping Protection is a guarantee from Afroyla, not an insurance policy.
- Orders without protection keep our standard shipping and return policies.