Order Status
What information should I provide when contacting Koanna® about a delivery problem?
To help us investigate your order as quickly as possible, please send us an email at [email protected] and include:. Before contacting us, please also check your email for any shipping updates or additional tracking links, as your order may have m
My tracking hasn't updated. What should I do?
If your tracking hasn't updated, please allow the estimated delivery window to pass before contacting us. If the parcel is still not moving or appears to be delayed beyond the expected delivery time, contact us at [email protected] with your order
My order says delivered, but I haven't received it. What should I do?
If your tracking says delivered but you can't find your parcel, please check:. Around your property. Your letterbox or usual delivery location. With neighbours. With anyone else who may have accepted the parcel for you. With the delivery point or col
My parcel is being returned to sender. What happens now?
If your parcel is returned to Koanna® by the courier, for example because delivery was unsuccessful, the parcel was refused, or it wasn't collected from a designated pickup point, it will be sent back to our warehouse. Once the parcel arrives and has
My order is delayed. What should I do?
If your order is taking longer than expected, first check your tracking link for the latest update. Sometimes a parcel can remain at the same tracking status while the carrier is processing or moving it through their network. If your tracking hasn't
My parcel was delivered to a collection point, but it hasn't arrived there yet. What should I do?
Sometimes the courier may mark a parcel as delivered or notify the collection point before the parcel has actually arrived or been scanned. Please allow up to 24 hours for the parcel to reach the collection point. If it's still not available after 24
Why was my parcel returned to sender even though my address is correct?
A parcel can occasionally be returned by the carrier even when the address provided at checkout is correct. If this happens, please contact us at [email protected] with your order number and we'll investigate what happened with the shipment.
I entered my address correctly, but my parcel has an address problem. What should I do?
If your tracking shows an invalid, incomplete or incorrect address, please contact us at [email protected] as soon as possible. We'll check the shipping information associated with your order and advise you on the next steps.
My parcel has been lost in transit. What happens now?
If your parcel appears to have been lost while in transit, we'll investigate the shipment with the carrier. Depending on the outcome of the investigation, we'll work with you on the appropriate resolution. Please contact us at [email protected]
My order is stuck in transit. Does that mean it's lost?
Not necessarily. A parcel can remain at the same tracking status for a period of time while it moves through the carrier's network. If there has been no tracking movement for an extended period, we'll investigate the shipment with the carrier before
My parcel is being returned to sender. What does this mean?
Return to sender (RTS) means the carrier is sending your parcel back to us instead of completing the delivery. This can happen for several reasons, such as:. If your tracking shows that your parcel is being returned to sender, please contact us at su
My parcel has been delivered to a collection point. What should I do?
If your tracking shows that your parcel has been delivered to a collection point, please check the tracking information for the collection point's address and collection details, then collect your parcel as soon as possible. If you're unable to colle