We understand that receiving a damaged order can be frustrating, and we sincerely apologize for any inconvenience this may cause. If your recent purchase arrived in less-than-perfect condition, please contact us within 48 hours of receiving your order so that we can launch an investigation an make it right.
IF YOUR ORDER WAS DELIVERED BY SENDLE OR SENDLE
If your order has a Sendle or Aramex label and the items arrived damaged , please follow these steps to ensure a smooth replacement:
- Photos: Take clear photos of:
- Damaged items
- Parcel label
- All packaging (e.g., bubble wrap, boxes)
- Send: Email photos and your receipt to info@katachiware.com.au within 48 hours of delivery.
- Hold Items: Keep all items, packaging, and the label until the claim is processed.
Once approved, we’ll arrange a replacement within 2-4 days. We’re sorry for the inconvenience caused by the damage.
IF YOUR ORDER WAS DELIVERED BY AUSTRALIA POST
If your Australia Post delivery arrived damaged, please follow these steps:
- Present Item: Take the damaged item and packaging to a Post Office for a damage report. Only the addressee can present the item.
- Find Suitable Post Office: Not all locations can complete damage reports. Look for Post Shops or Business Hubs using the locations and hours tool.
- Submit Complaint: Post Office staff will submit a Customer Service Complaint on your behalf. Leave the item and packaging with them for processing.
- Provide Documents: Submit any required documentation, such as item or postage receipts.
We apologise for the inconvenience caused by this issue.
IF YOUR ORDER WAS SENT OUTSIDE OF AUSTRALIA
If your order arrives damaged and you’re outside of Australia, please take the damaged item, all original packaging, and a copy of your invoice to your local postal service (e.g., Canada Post for Canada, USPS for the USA, or NZ Post for New Zealand). The postal service will inspect the item, complete the necessary paperwork, and arrange compensation for the damaged product. This process ensures efficient claims handling.
Thank you for your cooperation in following the damage claim process. These steps are essential for us to work with our delivery partners to resolve any claims. As these procedures are required by our carriers to verify and process claims, we’re unable to proceed with a replacement if the outlined steps aren’t followed. We appreciate your understanding and are here to help in any way we can.
