Onward is an on-demand concierge service that covers our customers in the event they have shipping issues. This insurance helps provide customers with the piece of mind that should the unexpected happen with an order, you are completely covered by Onward who will work to replace or refund the order.
In addition, we’ve also partnered with Onward to provide our customers with carbon neutral shipping protection!
When purchasing a membership plan, or making an order from our full size beauty Shop, you will have the option to opt into Onwards protection plan for your order.
- When you add Onward to your order, you’ll be protected against lost, stolen or damaged packages.
- Best of all, Onward will also offset the carbon emitted during the delivery of your order to make it carbon neutral!
If you add Onward to your order, you’ll be able to file a claim with just a few clicks and have the option of receiving a refund or a reorder based on the type of claim.
How Does It Work?
If your shipment is lost, stolen, or arrives damaged, as long as you've added Onward's VIP Protection+ to your purchase (whether to a Shop purchase or subscription purchase), you can quickly and simply file a claim through the email Onward sends you after you place your order, or by clicking here.
Onward's amazingly fast team, will review your claim for approval and follow back up with you within 24 hours.
Please note you’ll have 90 days to file a claim.