Lost Parcel Policy
Last updated: September 2026
When to Contact Us
Occasionally a parcel is delayed or lost in transit. Delivery windows run up to 5 business days for local/regional orders and up to 30 business days for international orders — see our Shipping Policy for full timelines. If your order hasn't arrived within that window, or tracking hasn't updated in an unusually long time, contact us at contact@shopkaseo.com with your order number and we'll take it from there.
What We'll Do
We'll investigate with our fulfillment and shipping partners to locate your parcel. If it's confirmed lost in transit, we'll arrange a free replacement or a full refund, your choice. We can't control delays caused by customs or courier networks, but we'll always work with you to reach a fair resolution if a parcel goes missing.
A Few Things to Check First
Before reaching out, it's worth taking a moment to check a few things:
- Confirm the shipping address on your order confirmation is correct — see our Incorrect Address Policy if it isn't
- Check with neighbours or your local delivery depot, as couriers sometimes leave parcels at a nearby address
- Allow up to 48 hours after dispatch for tracking information to first appear
If everything checks out and your parcel still hasn't turned up, get in touch and we'll investigate from there.