Order IssuesUpdated 5 hours ago

I’ve received my parcel but something is missing. What should I do?

We’re sorry to hear something isn’t right. Email [email protected] within 7 days of delivery and include:
 • Your order number
 • The item or items you believe are missing
 • A clear photo of the parcel and contents as received
 • A photo showing any damage or tampering to the packaging

How do you verify if something was missed?

Our logistics partner films every order while it is packed. We review that footage to confirm exactly what went into your parcel.

What if the parcel was damaged or tampered with?

Please photograph:
 • The outer packaging (box or satchel)
 • Any tape or seal
 • The address label
 • The items and their condition as received

If you suspect tampering:
 • Contact us promptly and keep all packaging and contents until we advise next steps.

What happens after I contact you?

Within 2–3 business days we will:
 1. Review the packing footage and your photos.
 2. Decide the fairest solution:
  • If an item was missed, we will send a replacement or issue a refund at our cost.
  • If the item was packed but later lost or damaged in transit, we will replace it for you and manage the carrier investigation.
  • If the footage confirms the item and no transit issue is evident, we will work with you on the next best resolution.

Does Australia Post compensate for lost items?

Australia Post does not offer compensation for parcel contents and Extra Cover is not available on our shipments. If loss or damage occurs, Kirri will look after you directly.