Shipping Protection
Protection from Damage, Loss and Theft
Sometimes bad things happen to good packages. Unfortunately, couriers often waive responsibility for these mishaps, or have convoluted and inconvenient methods for retrieval or replacement.
We know how frustrating and disappointing that can be — which is why we offer Premium Package Protection, giving you peace of mind and a quick resolution should the worst happen.
What Is Premium Package Protection?
Premium Package Protection is an optional add-on you can select at checkout for an £4.99 fee. It covers your order against damage, loss and theft in transit, and means that if something goes wrong, memobottle handles it directly — no chasing the courier, no waiting on a third-party investigation. Just a fast, straightforward replacement or store credit.
Damaged on Delivery
If your order arrives damaged, simply file a claim with our team and we'll sort you out with a replacement for the affected item(s).
We'll usually ask for a photo of the damaged item and its packaging, so it's a good idea to keep these on hand when you reach out.
Not Delivered, Presumed Lost
If your tracking shows no movement and the carrier confirms your package is presumed lost, we'll issue you a replacement order.
Delivered but Not Received
Tracking says delivered, but the package is nowhere to be found. It happens — and it's one of the most common (and most frustrating) delivery issues out there. Here's what to do:
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Check the obvious spots first. Look around your front door, porch, mailroom, garage or any other safe drop-off spot. Check with neighbours or other household members, too — sometimes a package is signed for or brought inside by someone else.
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Give it a little time. Couriers occasionally scan a package as "delivered" before it's actually arrived. If your order was marked delivered very recently, it's worth waiting 24–48 hours to see if it turns up.
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File your claim within 21 days. If you still can't locate your package, get in touch with our team within 21 days of the marked delivery date. Once you're within that window, we'll issue a replacement order or store credit for the original purchase price.
Please note: we're unable to process claims for delivered-but-not-received packages once the 21-day window has passed, as this falls outside the timeframe our carriers can investigate. So if your tracking updates to "delivered" and you haven't received your order, don't sit on it — reach out as soon as you can.
What If I Don't Have Premium Package Protection?
If you declined Premium Package Protection and your package has been lost, stolen or damaged, please contact the shipping carrier directly to seek a resolution.
Unfortunately, without Premium Package Protection, memobottle isn't able to offer a replacement or credit on your behalf.
How Do I File a Claim?
To file a claim, contact us at hello@memobottle.com.
For a speedy resolution, please use the subject line:
Premium Package Protection Claim – Order [Your memobottle order number]
To help us move quickly, please include:
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Your order number
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The delivery address
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A brief description of the issue
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Photos of the damaged item and packaging, if applicable
Each claim is assessed and reviewed thoroughly by our team to ensure a timely resolution for any of the delivery issues outlined above. We aim to get back to you within 1–2 business days of receiving your claim.
memobottle reserves the right to reject any claims that don't meet the criteria above. In that event, the customer will need to pursue a resolution via the courier or local authorities, as applicable — for example, in the case of delivery theft.
Frequently Asked Questions
Do I need to add Premium Package Protection to every order?
Yes — protection applies to the order it's purchased with. If you didn't add it at checkout, that order won't be covered.
How long does a claim take to resolve?
Most claims are resolved within a few business days of approval, though more complex cases (like carrier investigations for lost packages) may take a little longer. We'll keep you updated throughout.
Can I get a refund instead of a replacement or store credit?
Unfortunately, we do not offer refunds.