If you have purchased Shipping Protection for your order and believe that your package may be lost, stolen or damaged, please email us at [email protected] with your order number and the issue.
Shipping Protection is offered as an option for all orders to provide peace of mind for items that may be lost, stolen or damaged during transit.
Packages that are covered by Shipping Protection and have been deemed as lost, stolen or damaged will be sent a replacement or issued a gift card for the value of the items. Refer to the policies below to understand what is covered under this protection.
Please note that our Shipping Protection does not cover the insurance premium, shipping costs, custom/duty fees and taxes.
By opting out of Shipping Protection, Kotomi is not responsible for lost, stolen or damaged items once it has been dispatched from our warehouse. If you have not purchased Shipping Protection and are experiencing issues with locating your order, please lodge a missing parcel enquiry with the applicable courier.
Lost packages
Orders may be considered lost in transit if there has not been a tracking update provided by the shipping carrier for at least 10 days for Australian shipments and 20 days for international shipments. A Shipping Protection claim cannot be filed before this timeframe.
Invalid shipping address, delivery issues & unclaimed packages
If the shipping carrier is unable to deliver a package due to an invalid address or unexpected delivery issue and it is returned back to Kotomi, it is not considered "lost" and is the responsibility of the customer.
Parcels that have been attempted to be delivered but is not claimed by the customer within the allocated time frame, will generally be returned to us by your local postal service. In this situation, the customer will be liable for shipping charges and is not covered by Shipping Protection.
Missing packages that have been scanned as "delivered"
In the instance where a package is scanned as delivered but has not been received, a Shipping Protection claim can be lodged after five days from the scanned delivery date.
This is to ensure that the package has not been scanned incorrectly, as sometimes shipping carriers may prematurely scan a package as delivered, even if it's still in transit. Please also check your surrounding areas before submitting a claim, as delivery drivers may leave the parcel in a safe place around the premises.
In the instance that a package has been scanned as delivered but is deemed as missing, you will eligible for either a replacement or store credit.