Parcel Transit Damage

We take great care to inspect, protect, and securely package every order before dispatch. Once your parcel is picked up from our warehouse, it is handled by third-party delivery partners, including courier companies and Australia Post. Each carrier has its own procedures for assessing and resolving damage claims. Please follow the correct process below to ensure a smooth and timely outcome.

Courier Deliveries

Please inspect your parcel immediately upon delivery.

If your courier-delivered order arrives damaged:

  1. Notify the driver where possible.
  2. Email us within 24 hours at hello@sunrepublic.com.au with:
  • Clear photos of the shipping box, internal packaging, shipping label, and the damaged item.
  • A brief description of the issue.

We will submit a damage claim directly to the courier for assessment. All courier damage claims are reviewed, assessed, and approved (or declined) at the courier’s discretion.

Processing times: Typically 10–21 days.

Once your claim is approved, we’ll arrange a replacement where stock allows. If a replacement isn’t available, a refund will be processed

Important: Claims submitted outside the 48-hour window may not be accepted by the courier.

Australia Post Deliveries

Australia Post operates differently from courier services, and their rules require the recipient (not the sender) to lodge any damage claims. We are unable to lodge these claims on your behalf.

If your Australia Post parcel arrives damaged, please follow the steps below:

Steps to Take

  1. Do Not Discard Anything
    Keep the damaged item, the box, all packing materials (including bubble wrap, stuffing, and labels), as these are required for assessment.
  2. Take Clear Photos
    Photograph the damaged item, outer box, inner packaging, and any visible damage (crushed corners, tears, dents, etc.).
  3. Recipient Lodges the Claim
    The recipient must take the item and all packaging to a corporate Post Office (not a licensed outlet) for inspection and to lodge the claim.
  4. Bring Required Documentation
    The Post Office will request the following:
  • Your Photo Identification
  • Proof of purchase (your order confirmation or invoice)
  • Proof of postage (tracking number or dispatch information)

Australia Post Assessment
A Post Office manager will inspect the parcel and contents to determine whether it was packed adequately, the damaged of the item/s, and will assist in lodging the official damage claim.
The assessment and final outcome are determined solely by Australia Post.

Once your claim is approved, we’ll arrange a replacement where stock allows. If a replacement isn’t available, a refund will be processed

If you need any assistance or have questions about the process, our team is always here to help. Please reach out to us at hello@sunrepublic.com.au and we will guide you through the next steps.