My tracking says my order has been delivered but I have not received it.Updated a year ago
We understand how concerning it can be to see your tracking status indicating delivery while not having received your order. To address this situation promptly, we kindly ask you to perform the following steps to help locate your parcel:
1) Verify the delivery address: Double-check the shipping address on your order confirmation email to ensure it matches your current details. In the instance that you have provided an incorrect or incomplete address, Kiyo Beauty cannot be held responsible for misdelivered packages and you may need to contact the residents at the address directly or via the shipper to retrieve your parcel. Please monitor the provided tracking information to check for updates indicating that the package is being returned to the sender. If such an update occurs, kindly contact us so that we can arrange the next steps with you.
If your parcel is being "returned to sender" due to incomplete/insufficient address, undeliverable as addressed, refused, etc.); only once the parcel arrives back to our facility and is checked in will a refund for the purchase price of the products minus the shipping cost be issued. You may be responsible for return shipping fees, reshipping fees and additional administrative charges.
2) Check with household members, neighbours and safe places: Inquire with individuals residing at the same address or nearby if they received the package on your behalf. Occasionally, a delivery may be accepted by someone else in your household or a neighbour without your knowledge. Sometimes, couriers may place packages in less conspicuous spaces so please also check any potential hiding spots outside.
3) Contact the shipping carrier: Reach out to the shipping carrier responsible for the delivery of your package. Provide them with the tracking number and explain the situation—mentioning that the tracking indicates delivery, but you have not received the order. They may be able to provide additional details or initiate an investigation on their end. Please note that we have access to the same information as you do via the tracking link in your shipping confirmation. We do not have access to any additional information regarding the whereabouts of your parcel.
4) Initiate an investigation: If after taking the above steps, you still have not located your parcel, please get in touch with us within 7 days of your scheduled delivery date. We will initiate an investigation and actively collaborate with the shipper to investigate the discrepancy. This investigation may involve contacting the delivery personnel and reviewing delivery records e.g. GPS and photographic proof of delivery etc.