My parcel is delayed or may be lost

Check your tracking information for delivery updates and an estimated delivery date, if available. A lack of tracking updates does not necessarily mean the parcel is lost.

If the estimated delivery date has passed or tracking indicates a delivery problem, let us know. Include your order number and tracking number, if you have not already shared them, so our support team can investigate.

My order is marked as delivered, but I haven’t received it

Please:

• Check the tracking details for the delivery location or any delivery notes.

• Check around your home and ask household members, neighbours or building management who may have accepted the parcel.

• Check that the delivery address in your order confirmation is correct.

If you still cannot find the parcel, let us know. Include your order number and tracking number, if you have not already shared them, so our support team can investigate.

My parcel or product arrived damaged

Please send us:

• Your order number.

• A brief description of the damage, including whether it affects the packaging, the product or both.

• Clear photos of the damage, the packaging and the shipping label.

You do not need to send information or photos you have already provided.

Please keep the product and packaging while we review the case. If the product is visibly damaged, do not use or test it.

Wait for our instructions before returning anything. Our support team will review the information and help with the next steps.

My parcel was not collected and is being returned

If your parcel was not collected and tracking shows it is being returned to Kreafunk, please let us know whether you still wish to receive your order.

Include your order number and tracking number, unless already provided. Our support team will check the return status and explain the next steps, including any applicable shipping costs.

Leaving a parcel uncollected does not replace notifying us that you wish to cancel or return your order.