Damaged, Missing or Delayed Orders

We take great care in packaging each hamper so it arrives safely and as intended. If your order is damaged, missing or delayed, please get in touch with us soon as possible (and within 7 days of delivery). Include your order number and clear photos of the hamper as it was received so that we can assess the situation and speak with you about the best solution.  We may resolve the issue by replacing the affected item, sending a replacement hamper, or offering a partial refund or store credit as appropriate.

Our goal is always to make things right quickly and with as little hassle as possible.  We’ll always do our best to make things right if something goes wrong.

Delivery Responsibility

All deliveries are made to the address provided at checkout. It is the purchaser’s responsibility to ensure all delivery details are correct and complete.

Where Authority to Leave or safe drop is used, the parcel is considered delivered once left at the premises. We are not responsible for any loss or theft once delivery has been recorded by the carrier.

Returns and Refunds

Because our hampers contain perishable and personalised items, we don’t accept returns for change of mind.

If your order arrives faulty or damaged, please contact us within 7 days of delivery and we’ll arrange a replacement for the affected item wherever possible.

Where a replacement is not suitable or available, we may offer a partial or full refund as appropriate.

All claims are assessed based on the information provided and supporting evidence.

As many of our hampers are sent directly to recipients, replacement items will be sent to the original delivery address unless otherwise agreed with us.  

We’ll cover any return postage costs for approved claims.  

How to Request a Return

To report a damaged or faulty item and request a refund, please email info@karriandcoast.com.au within 7 days of delivery with your order number and a description of the issue, including clear photos of the product, packaging and outer box.

In some cases, we may request additional verification, such as further images, a short video, or return of the item, to assess the claim. We reserve the right to decline a refund or replacement where sufficient evidence is not provided.  Items must be retained until the claim has been assessed, as we may require their return.