Package Protection

Delivery support & optional package protection

If there is a problem with your delivery, please contact london@melaniegrant.com. Our team can help investigate a missing or damaged order.

For deliveries arranged by us, goods remain our responsibility until they are received by you or a person you nominate, subject to applicable law. Declining optional package protection does not remove your statutory rights or our legal obligations.

If optional Route package protection is offered for your order, its price and applicable terms will be available before you choose it. Any additional coverage and claims deadlines depend on those terms. You do not need to buy it to contact us or exercise your rights against us.

If you purchased Route, your provider confirmation explains how to make a claim. You may also contact our team. A provider’s separate claims window does not replace the time limits that apply to your statutory rights.