There is no insurance product you are buying or opting into. Metzee does not sell delivery insurance and a parcel does not come with a policy you can claim on.
What you have instead is buyer protection, and for most purchases it covers more than insurance would.
What buyer protection actually does
If the item does not arrive, or arrives damaged, wrong, or not as described, you raise it from the order and Metzee decides. A dispute is answered within 48 hours of being opened.
The key difference from insurance: you are not making a claim against a policy with exclusions and a deductible. You are raising a disagreement about a transaction, and the money is still inside the system while it is decided.
Why that matters
Your payment does not go straight to the seller. It is held, and a delivered order sits for 24 hours after it is delivered before the money becomes withdrawable at all — longer if a return or dispute is open, which freezes it.
So when something goes wrong, the money is usually still there to send back. That is a stronger position than a claim form.
What the carrier's own cover does
A parcel booked through Metzee carries a declared value, but that is for the carrier's limits and their own liability, not a policy you can claim on. Carrier liability on a lost parcel is typically a small fraction of what the item was worth, which is exactly why it is not the mechanism you rely on.
The seller deals with the carrier. You deal with the order.
What is not covered
- Buyer's remorse. Not liking it is a returns question, decided by the store's policy. How returns work.
- A flaw that was described. If the listing said it and showed it, it is not a surprise.
- Collection orders after you have taken them away. Check the item at handover, because that is when you can.
For high-value items
Two things genuinely reduce risk, and neither is insurance:
Buy from a store with a record. Ratings, reviews, time selling. How to find a seller you trust.
Keep everything. Photograph the parcel as it arrived, before opening, if it looks at all disturbed. Evidence cannot be created after the fact — only produced.
More: how buyer protection works, what if my item never arrives, how we handle your money.