An item in my order arrived broken or damagedUpdated 4 days ago

To resolve a damaged order quickly, the Koh team needs three things. First, photos of the damage itself, both close-ups showing the fault and a wider shot showing the item in context. Second, photos of the parcel packaging, including the shipping label and any visible damage to the box or satchel. The packaging photos help identify whether the damage happened during transit (AusPost) or during packing (warehouse), which informs how the issue is fixed and how packing improves on future orders. Third, your Koh order number and a short note describing what's happened. With these, the team can investigate, send a replacement, and feed the cause back to operations.

The packaging photos are the most useful, they help identify whether the damage happened during transit (AusPost) or during packing (warehouse), which informs how the issue is fixed and how packing improves on future orders.

Use the Koh order status flow on the Help Centre to report a damaged order. The flow routes the message directly to the CX team with the right tags applied, so it gets prioritised. Attach the photos of the damage and packaging, paste your order number, and add a short note about what's happened. The team typically responds within 1 to 2 business days, and replacement orders for damaged items are dispatched, no need to wait for AusPost to confirm what happened. There's no need to return the damaged item, dispose of it however suits you.

Once the Koh CX team reviews your photos and order details, they'll send a replacement, typically dispatched within 1 to 2 business days of being approved. Koh doesn't wait for AusPost to confirm what caused the damage before replacing, the replacement happens immediately based on the photos. You don't need to return the damaged item, you can dispose of it however suits you. If you'd prefer a refund instead of a replacement, mention this in the note when you submit and the team will process the refund instead. The team also feeds damage cases back into operations to identify packing or transit patterns and improve future orders.