Order Protection is an optional service you can add in the cart. It is not an insurance policy and is not underwritten by an insurer. It is a promise from Sillara, honoured by us directly.
What it covers
- Lost in transit. Tracking shows no delivery and no movement for 10 consecutive days.
- Damaged on arrival. The fixture arrives broken, cracked or non-functioning.
- Stolen after delivery. Tracking shows delivered, but the parcel was taken before you got to it.
In any of these cases we replace the item at no cost, or refund it in full, whichever you prefer.
The fee
The fee is based on the value of your order: $4.95 on orders up to $150, $9.95 from $150 to $400, and $19.95 above $400. It is shown in the cart before you pay and is never added automatically.
How to claim
Email support@sillara.net with your order number and, for damage, a photograph. We aim to resolve claims within two business days. You do not need to contact the carrier or file anything yourself.
Time limits
- Damage or theft: within 30 days of the delivery date.
- Non-delivery: within 30 days of the last tracking update.
What it does not cover
- Damage caused during installation, or by incorrect installation.
- Electrical work, an electrician's time, or any cost of fitting or removing a fixture.
- Normal wear, bulb failure, or faults appearing after 30 days — these fall under your standard returns and warranty rights, which Order Protection does not replace or reduce.
- Consequential loss of any kind, including time off work or a delayed project.
- Orders shipped to an address entered incorrectly at checkout.
- Parcels refused at delivery or returned unclaimed.
Cover is limited to the value of the items in the order it was purchased against, and one claim may be made per order.
If you did not buy it
Your statutory rights are unaffected. Faulty goods, items that do not match their description, and our standard returns policy all apply whether or not you added Order Protection.