I received someone else's order, what do I do?Updated 4 days ago

If you've received a Koh parcel that isn't addressed to you, the first thing to do is leave it sealed. Don't open it, since the contents belong to the actual recipient. Take a clear photo of the shipping label, including the tracking number, recipient name, and address. The label has all the information Koh needs to identify whose order it is and reach out to them with a replacement.

Use the Koh order status flow on the Help Centre to flag the misdelivery. The flow is the fastest path because it routes the message directly to our team with the right tags applied. Attach the photo of the shipping label and a short note saying you received a Koh parcel addressed to someone else. Koh will use the label details to identify the actual customer and arrange a replacement order to be sent to their correct address. Replacement orders for misdelivery typically dispatch within 1 to 2 business days of being approved.

There are two options for the parcel itself, both fine with Koh. The first option is to keep it. The cost of arranging a return for a misdelivered parcel is usually higher than the value of the parcel itself, and Koh doesn't expect you to be out of pocket or inconvenienced sorting out our mistake. The second option, if you'd rather not keep something you didn't order, is to drop the unopened parcel at any Australia Post outlet marked "return to sender". AusPost will return it to the originating warehouse at no cost to you. Either option is fine, the replacement to the actual customer is happening either way.