We have great news for you!
We’ve integrated Dossier Protection —a package protection solution—to give our customers the best possible delivery experience.
We do hope that never happens to you, but to be sure and stress-free, you can now protect your order against loss, damage, or theft that may occur during shipping by adding Dossier Protection at checkout.
If you add Dossier Protection to your order (with just a simple click at checkout), you can easily file an issue for a lost, stolen, or damaged package. The process is simple: you can report the issue at help@trydossier.com.au and we will work with you to ensure you get the resolution you prefer: reorder or refund within 1-2 business days.
If your package is marked as delivered (stolen): you can file a claim with us that can be approved no earlier than 3 days and no later than 15 days from when it was marked delivered.
If your package is damaged: you can file a claim with us for damaged items, attaching photos of the package and item. You need to do that no later than 15 days from when the package was marked delivered.
If the package is lost: you can file a claim with us for a lost package that can be approved no earlier than 7 days and no later than 40 days from the last update.
For more information, please refer to the section “Dossier Protection - protect your order.”
If you decide not to add Dossier Protection:
If something happens with the package, please get in touch with us at help@trydossier.com.au, and we will work together to find a possible solution.
If you believe your package is lost, you need to file a report within 15-30 days of the tracking update. If you received a delivery confirmation but didn't actually receive the package, you have 5-10 days from the delivery date to file an issue. For damaged items, you have 7 days from the delivery date to report the issue.
*In the improbable case you received a damaged/broken bottle when contacting us, photos of the damaged items received are mandatory. A photo must have the perfume bottle's name tag and spray nozzle visible.
If the address provided at the time of ordering is inaccurate or incomplete, Dossier Protection will not cover the package. We highly advise customers to double-check their shipping information before placing an order to ensure timely and safe delivery of their package