Delivery and risk of loss
You are responsible for entering a complete and accurate delivery address at checkout. We ship to the address you provide and cannot redirect a parcel once it has been dispatched.
Risk of loss and title for your order pass to you when the carrier delivers the parcel to the address on your order. Where a parcel is left without a signature — which is the carrier's standard practice for residential delivery unless a signature service has been selected — delivery is complete when the carrier records the parcel as delivered at that address.
The carrier's delivery record is what we rely on to determine whether an order was delivered. This includes the tracking scan, the Proof of Delivery document, and any delivery photograph or GPS data the carrier captures. Where a carrier confirms delivery to the address on your order, we treat the order as delivered.
What Shipping Protection is
Shipping Protection is an optional service we offer at checkout. It is not an insurance product and is not underwritten by a third-party insurer. It is our own commitment to replace or refund your order in the specific circumstances set out below, at no cost to you and without the delay of a carrier claim.
Shipping Protection is a final sale item, is non-refundable once your order has shipped, and is not transferable between orders. Cover is limited to the value of the merchandise on the order it was purchased against, excluding shipping charges, duties and taxes. One claim may be made per order.
What Shipping Protection covers
- Lost in transit. Your parcel is accepted by the carrier but the carrier does not record it as delivered within 15 business days of the last tracking scan.
- Damaged in transit. Your parcel arrives with visible damage to the contents, reported within 48 hours of delivery with photographs of the item and the outer packaging.
- Delivered to the wrong address. The carrier records delivery to an address other than the one on your order.
Where a claim is approved we will, at our option, resend the order, resend the closest available equivalent, or refund the merchandise value of the affected items. Replacements are subject to stock availability; where an item is unavailable we will refund it.
What Shipping Protection does not cover
- Parcels the carrier has confirmed as delivered to the address on your order, including parcels recorded as left at a door, porch, mailbox, reception or other location at that address. This includes parcels taken, moved or mislaid by any person after the carrier has completed delivery.
- Parcels that cannot be delivered, are returned to us, or are disposed of by the carrier because the address on the order was incomplete, incorrect or undeliverable, or because delivery was refused or the parcel was not collected from a hold location.
- Delivery delays, including delays caused by weather, customs, carrier backlogs or events outside the carrier's control.
- Duties, taxes, brokerage and return shipping charges.
- Items reported as missing from a parcel that was delivered with its packaging intact and its recorded weight unchanged.
- Claims made outside the timeframes set out in this policy.
Making a claim
Contact us at hello@tiabhuva.com with your order number. We will retrieve the carrier's delivery record and respond within two business days.
Claims for loss in transit must be made within 30 days of the order shipping. Claims for damage must be made within 48 hours of delivery. Where a claim requires further evidence, we will tell you what is needed; we cannot approve a claim until that evidence is provided.
Where the carrier's record shows a parcel was delivered to the address on your order and you believe it was taken after delivery, this falls outside Shipping Protection. We will provide you with the Proof of Delivery and any delivery photograph so that you can report the theft to your local police service and to the carrier, and we will support a carrier investigation where you open one.
Orders placed without Shipping Protection
If Shipping Protection was not purchased, a parcel lost or damaged in transit is handled through a claim with the carrier. We will open that claim and pass on any settlement we recover, but we cannot replace or refund the order before the carrier resolves it, and carrier claims can take several weeks. Parcels confirmed as delivered are not eligible for a carrier claim.
