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 as soon as the delivery arrives so that we can help with your claim.
IF YOUR ORDER WAS DELIVERED BY SENDLE OR ARAMEX TRANSPORT
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 order was delivered by Australia Post and arrived damaged, please follow these steps:
Present the Item: Take the damaged item, its packaging, and a copy of your invoice to an Australia Post outlet to submit a damage claim report.
- Submit a Complaint: Australia Post staff will assist you in completing and submitting a Customer Service Complaint.
- Leave the Item: Provide the damaged item, its packaging, and a copy of the invoice to Australia Post for processing.
Once the claim is approved, Australia Post will refund the cost of the goods.
We apologize for any inconvenience caused. If you encounter any issues with Australia Post during this process, please do not hesitate to contact us for assistance.
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.
