An item is missing or my parcel was tampered with: what now?Updated 6 days ago

Something is missing from my parcel. What should I do?

Sorry something isn't right. Email [email protected] within 30 days of delivery and include:

• Order number
• Missing items: the item or items you believe are missing
• Photo: the parcel and all contents laid out as received
• Packaging: a photo of any damage or tampering

The sooner you let us know, the faster we can check the footage and courier tracking.

How do you check what was packed?

Our logistics partner films every order while it's packed. We review that footage alongside your photos and the courier tracking.

My parcel looks damaged or opened

• Photograph: the outer box or satchel, any tape or seal, the address label, and the items as you found them
• Keep everything: hold on to all packaging and contents until we confirm next steps

What happens next?

Within 2 to 3 business days we review the footage and your photos, then:

• Missed in packing: we send a replacement or refund at our cost
• Lost or damaged in transit: we replace it and manage the carrier investigation
• Packed correctly, no transit issue: we share what we found and work with you on the next best solution

The whole parcel shows as delivered but I don't have it

That's a delivery issue rather than a packing error. Check with neighbours and building staff, lodge a missing parcel enquiry with Australia Post, then email us your case number and we'll help from there.

Does Australia Post compensate for lost items?

Australia Post doesn't offer compensation for parcel contents, and Extra Cover isn't available on our shipments. If loss or damage happens, kirri looks after you directly.

More than 30 days since delivery? Please still get in touch. We'll look at every case.