Shipping Insurance Policy

At the checkout, we offer Shipping Insurance against Loss or Accidental Damage for a fee of AUD $3.99.

(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.

(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 by Shipping Insurance - you will not be eligible for a credit note or replacement of items.

Please be aware that Shipping Insurance does not cover stolen or missing parcels once the order has been successfully delivered to the nominated address.

It is the customer’s responsibility to nominate a safe and secure shipping address. Runway Scout is not liable for stolen or missing parcels once the order has been successfully delivered to the nominated address.

If you have accidentally selected Shipping Insurance, please contact our team as soon as possible. If your order has not been dispatched yet, we can refund this amount. Once your order has been dispatched, the Shipping Insurance is not transferable or redeemable for cash, and is not refundable.

If you choose not to add Shipping Insurance, please be aware that Runway Scout can not be held responsible for parcels that are lost, damaged or delayed in transit due to the fault of Australia Post, DHL or other delivery carriers.

If your parcel is lost, damaged or delayed, we will trace your parcel on your behalf and endeavour to locate your parcel or lodge an investigation if required.

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 further questions relating to our Shipping Insurance, please contact our customer service team.