What if my package gets lost or arrives damaged?Updated 2 months ago

Lost In Transit

At Kissed Earth, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] with your order number and any relevant details.

Take care when inputting your delivery address

Please check that your address is correct when placing your order, as we cannot accept responsibility or refund you if an item is unaccounted for or returned to us due to an incorrect delivery address being provided. We will contact you and ask for the correct address to arrange re-delivery if the parcel is returned to us, standard shipping costs for a second delivery will be passed on to you.

Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please email our customer support team at [email protected] and include photos of the damaged items or package. We will review the provided documentation and, if necessary, arrange for a replacement to be sent out to you.

Lost or Stolen packages

If you believe your parcel has been lost in transit, or stolen from your property, please go through the following steps: 

Check the tracking: Confirm the delivery status using the tracking number provided. Sometimes packages get marked as delivered, but the carrier might have misdelivered or not updated the status correctly.

Check with neighbours and have a look around your property: Sometimes packages are left with a neighbour, or placed out of view somewhere on your property if you have given the carrier the authority to leave. 

Contact the carrier: If there was a delivery issue (e.g., the status has been marked 'delivered' but you haven't received it), contact the shipping carrier (AusPost or DHL). They may be able to provide additional details in a proof of delivery document, often with a signature of the receiver or a photo of where the parcel has been left. Failing this, they can start an investigation for you.

Report to Kissed Earth: Reach out to us  at [email protected] if you have followed the above steps and your package has not been delivered.