Something went wrong
with your order?
If the store you bought from uses Guide, this is the right place. Filing takes about a minute, and the Guide Team takes it from there.
Three steps, and you are done.
Find your order number
It is in your order confirmation email from the store, usually near the top and starting with a hash. If you cannot find the email, search your inbox for the store name.
Tell us what happened
Lost, never arrived, marked delivered but missing, arrived damaged, or the wrong item. Four fields, about forty seconds. If it arrived damaged, one photo helps and usually settles it immediately.
Choose how you want it fixed
A replacement or a refund, depending on what the store offers and what is in stock. Most claims resolve without anyone needing to email you back.
To resolve a claim we use the order details the store shares with us. Our privacy policy sets out what is collected, how it is used, and who it may be disclosed to.
A person is looking at it.
Straightforward claims resolve on their own, often before you have closed the tab. Anything that needs judgement goes to the Guide Team, who handle it on behalf of the store you bought from and under that store's policies.
You will hear about every stage by email, sent from the store's own address rather than ours. You do not need to chase it, and you do not need to contact the store separately. If we need something from you, such as a photograph of damage, we will ask for that one thing rather than sending you back to the start.
- A police report for a parcel marked delivered
- The original packaging, unless the claim is for damage
- A phone call, or a place in a queue
Still stuck?
Email hello@guideprotection.com with your order number and we will pick it up from there.
Thirty minutes, on your own catalogue · Free to install, and our team does the build