Why am I missing a part of my order?Updated 12 hours ago

The most common reason Koh customers think part of their order is missing is that the order has been split into multiple parcels. All parcels ship at the same time under the same consignment, but each one has its own tracking number, and the tracking link in the dispatch email shows the first parcel by default. To check, go directly to auspost.com.au/mypost/track and enter your tracking number. Once your order opens, look for a small dropdown arrow next to the main tracking number. Clicking it reveals any additional article numbers under the same consignment, those are the parcels still in transit. Each tracks separately and may arrive on a different day, even though they shipped together.

Koh splits larger orders into multiple parcels for handling and courier reasons. Australia Post enforces parcel weight limits, so heavier orders need to be split for safe transport. Bulky orders that exceed AusPost dimension limits are also split. All parcels in a split shipment ship at the same time under the same consignment, so they typically arrive within a day or two of each other. Smaller orders that fit within standard parcel limits ship as a single parcel.

All parcels in a split shipment ship at the same time under the same consignment, so they typically arrive within a day or two of each other.

If all parcels in your consignment have been delivered (you've checked the dropdown and there are no other articles in transit) and an item is genuinely missing from the order, that's a warehouse pick error and we'll fix it. Use the Koh order status flow to flag the issue. To help our team resolve it quickly, have two things ready before you submit: a photo of what you did receive (including the box and the parcel label) and a note about which item is missing. Our warehouse team uses these to investigate and either send a replacement or process a refund. Replacement orders for missing items typically dispatch within 1 to 2 business days of being approved.