If your order arrived in a damaged state, we are really sorry to hear about this and will do our best to help.
IF YOUR ORDER WAS DELIVERED BY SENDLE
If your order arrived in a damaged state and was delivered by Sendle, please follow the steps below.
Please take several photos of the damaged items but please be sure to include the following.
- Damaged items
- Parcel label clearly visible
- All packaging, this might include bubble wrap, boxes or anything else that the items were packed in.
See example photo to the right, be sure to include the above three points to avoid us asking to take the photos again.
Please email the photos to info@katachiware.com.au within 24 hours of receiving the delivery and we will submit the damaged parcel claim on your behalf.
While the claim is being processed, please hold onto all items including packaging and delivery label.
Once the claim has been approved, we will organise a replacement as quickly as possible. This can sometimes take 2-4 days to organise.
Again sorry, it’s a shame that the drivers cant be a little more careful and apologies for the inconvenience.
IF YOUR ORDER WAS DELIVERED BY AUSTRALIA POST
If your order arrived in a damaged state and was delivered by Australia Post, please follow the steps below.
Unfortunately Australia Post no longer allows us to look after damaged parcel claims so follow the steps below.
- Present the damaged item and the packaging at a Post Office for a damage report to be completed (only the person to whom the item is addressed can present the item).
- Please note that not all of our Post Offices are able to complete damage reports. Please ask at your local outlet or look for Post Offices listed as Post Shops or Business Hubs in our locations and hours tool.
- Australia Post retail staff will submit a Customer Service Complaint on your behalf (you’ll need to leave the item and all packaging with our staff for processing).
- Provide supporting documentation as requested. This may include receipts for postage or the item itself, and other item details.
Again sorry, it’s a shame that the drivers cant be a little more careful and apologies for the inconvenience.
