Damaged or Broken Jars

We pack every jar by hand to arrive safely. Glass sometimes still breaks in transit. If yours arrives broken, cracked or leaking, we will replace it, credit you or refund you. You choose. Five photos and two minutes is all we need from you.

Do this first: stay safe

  • Do not eat honey from a broken or cracked jar, even if it looks clean. It can hold tiny glass fragments.
  • Do not strain or spoon out the honey to save it.
  • Handle broken glass with gloves, or lift it out inside its bubble wrap.

Take these 5 photos, then throw it away

Australia Post asks to see the box, the packing and the jar exactly as they arrived. Your photos are what lets us claim from them, so please take them before you unpack fully or clean up. Once they are taken, you do not need to keep anything.

  1. Phone photographing the outside of a dented parcel with its shipping label showing

    1. The outside of the parcel

    Photograph the closed box from two or three sides. Show any dents, crushed corners, tears, wet patches or honey stains on the cardboard.

  2. Close-up photo of the shipping label barcode on the parcel

    2. The shipping label, up close

    One clear, sharp photo of the Australia Post label with the barcode and tracking number readable.

  3. Top-down photo of the opened box with bubble wrap and padding still in place

    3. Inside the box, as it arrived

    Open the flaps and photograph from above before you take anything out, so the bubble wrap and padding are still in place.

  4. Gloved hand photographing a cracked honey jar on its bubble wrap

    4. The damaged jar

    Photograph the crack or break and any leaked honey. Include the jar label so we can see which honey it is.

  5. Box, bubble wrap, padding, a good jar and the broken jar in a sealed bag laid out in a row

    5. Everything together

    Lay out the box, all the packing, any jars that arrived safely and the broken jar in one photo. Put the broken jar in a sealed bag first.

  6. Gloved hand dropping the wrapped broken jar into a rubbish bin

    6. Throw it away safely

    Once your photos are taken, wrap the broken jar in newspaper, seal it in a bag and put it in your rubbish bin. Wipe up any honey straight away so it does not attract ants. You do not need to keep the jar, the box or the packing.

Send us your claim

Message us on WhatsApp, ideally within 48 hours of delivery, with:

  • your order number (for example #1880)
  • the 5 photos above
  • which jar or jars were damaged

Send your photos on WhatsApp · or email info@divinedrop.com.au · or call 0460 000 446

What happens next

  1. We review your photos, usually within 1 to 2 business days.
  2. You choose what you would like:
    • A replacement jar, sent to you free of charge, or
    • Store credit worth 110% of the jar's price, added to your DivineDrop account to spend whenever you like. It does not expire, or
    • A full refund of the jar's price to your original payment method, usually within 5 business days.
  3. We lodge the claim with Australia Post ourselves. You do not need to contact Australia Post, and please do not lodge your own claim for the same parcel. Australia Post only accepts one claim per parcel.

We may ask you to confirm by message that DivineDrop can claim from Australia Post on your behalf. We will send you the short wording to copy.

Good to know

  • The 48-hour window helps us act while the evidence is fresh. Reporting later does not remove your rights.
  • If photos are not possible, contact us anyway and we will work it out with you.
  • We may ask for more information to verify a claim.
  • Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
  • International orders: the same steps apply. Message us as soon as the parcel arrives, because claims on international express parcels close sooner.

Read our refund policy and shipping information.