Swap Protect is an optional delivery protection service that covers your order if it’s lost, stolen, or damaged in transit, making it easy to quickly get a replacement or refund.

What is Swap Protect?

Swap Protect is an optional delivery protection service you can add at checkout. It covers your order if it is lost, stolen, or damaged during shipping, making it quick and easy to get a replacement or refund.

What does Swap Protect cover?
Lost packages — your parcel never arrived.
Stolen packages — tracking shows delivered but you can’t find it.
Damaged-in-transit items — your parcel or items arrived damaged.

What issues are not covered by Swap Protect?

These situations are handled directly by Never Fully Dressed
Missing items inside the parcel
Faulty or defective items
Items that don’t meet expectations (sizing/fit/style)

How do I submit a Swap Protect claim?
Go to the Swap Protect claim portal.
Enter your order number and email address.
Follow the steps to submit your claim.

When can I submit a claim for a lost package?

Claims can be submitted after a short waiting period from the time your order was marked as fulfilled, to allow for delivery delays.
(Your claim form will tell you if you’re eligible.)

What happens after I submit a claim?

Swap Protect reviews your claim and normally:

Approves it
Processes a refund or replacement
Notifies you of the outcome

We will also update your order status and keep you informed.

Do I need to contact the courier?

No — Swap Protect handles everything.

You just submit the claim and they take it from there.

Will I get a refund or a replacement?

Depending on availability, Swap Protect may offer:

A replacement item, or
A refund issued back to your original payment method
If a refund is approved, our Finance Team processes it within 24 hours.

What if my tracking says delivered, but the parcel isn’t there?

If your parcel is marked as delivered but is missing, it may be considered stolen.

With Swap Protect, you can submit a stolen package claim for review.

If you did not purchase Swap Protect, we will investigate with the courier and assist you based on our internal policies.

Is there a limit to how many claims I can make?

No — each claim is handled individually. If you have multiple issues over time, you can submit a claim for each covered order.

What if my claim is denied?

If a claim doesn’t meet eligibility criteria, Swap Protect will explain why.

You may also be given options to appeal or provide additional information.

Can all items be covered for damage?

Swap Protect covers damage to non-fragile items caused during shipping.

Fragile items may require another resolution handled by our team.

How quickly will I hear back after submitting a claim?

Claims are normally reviewed promptly. Swap Protect will contact you with updates, and our team will send confirmation once your refund or replacement is processed.

Why should I add Swap Protect to my order?

Swap Protect gives you:

Extra peace of mind
Fast replacements or refunds
Hassle-free solutions for delivery issues
Full coverage if something goes wrong during shipping