What is Onward Checkout Protection?

Onward Checkout Protection is an optional protection service available at checkout that helps give you extra peace of mind with your purchase.

Coverage includes:

• Cashback rewards
• 90 Day Satisfaction Protection
• Delivery Protection

Please note this FAQ relates to customers who have purchased our Onward Checkout Protection, if you have not purchased this protection, please refer to our usual FAQ pages for our usual policies and procedures.

Cashback Rewards💸

How does cashback work?

If your order qualifies, you’ll receive a discount code via email approximately 30 days after placing your order.

When will I receive my cashback discount code?

Your cashback discount code is typically sent 30 days after your order date.

Where will my cashback code be sent?

Your code will be sent to the email address used when placing your order.

Can I use my cashback code on any order?

Cashback discount codes are subject to the terms and conditions included in the email. Any exclusions or expiry dates will be outlined there.

I haven’t received my cashback code. What should I do?

Please check your spam or junk folder first. If you still can’t find it after 30 days from placing your order, contact customer support for assistance via [email protected] 

90 Day Satisfaction Protection 🍞

What is covered under 90 Day Satisfaction Protection?

This protection covers eligible issues caused by wear and tear or manufacturer faults within 90 days of receiving your order.

How do I make a 90 Day Satisfaction claim?

Claims must be submitted through the Onward Portal linked in your Onward confirmation email. 

How long do I have to submit a claim?

You must submit your claim within 90 days of receiving your order.

What information will I need for my claim?

You may be asked to provide:

• Your order number
• Photos of the item
• A description of the issue
• Proof of purchase

Are all products covered?

Coverage eligibility may vary depending on the product and claim circumstances. Full terms are available through the Onward Portal

Delivery Protection 🍞

What does Delivery Protection cover?

Delivery Protection helps cover issues such as:

• Lost parcels in transit
• Delivery failures
• Packages marked delivered but not received
• Damaged deliveries (where applicable)

How do I report a delivery issue?

All delivery-related claims must be submitted through the Onward Portal linked in your confirmation email.

When should I submit a delivery claim?

Please submit your claim as soon as you become aware of the issue to help ensure timely resolution.

What do I need to provide for a delivery claim?

You may need:

• Your order number
• Delivery details
• Supporting information or photos (if applicable)

Where can I access the Onward Portal?

The Onward Portal link is included in your Onward confirmation email sent after purchase.

General Questions 📌

Is Onward Checkout Protection refundable?

Protection fees are non-refundable once coverage has started. 

Who do I contact for support?

For support with claims or coverage questions, please use the Onward Portal linked in your confirmation email or contact our customer service team via [email protected] 

Can I cancel my protection coverage?

Cancellation eligibility depends on the timing and status of your order. Please refer to the protection terms or contact support for assistance.

Any questions?

Email our customer Service team via [email protected]