My parcel is being returned to sender. What happens now?Updated 20 hours ago

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 pickup point, it will be sent back to our warehouse. Please contact us at [email protected] with your order number so we can check the parcel and agree the next steps with you.

If you refused the delivery, we reserve the right to deduct the original shipping costs and any return-to-sender (RTS) or return shipping fees charged by the courier from your refund. The remaining balance is refunded once the parcel has been received and processed at our warehouse.