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We are very sorry to hear that you are missing an item from your order. Parcels often get split up in the courier network so the first thing to do right now is to check for addtional parcels that may still be en-route.... (we normally only send you one tracking code, even if your order was shipped in multiple parcels - but follow these instructions and you will see all the linked parcels..)

1. Open the most recent email we sent you (Shipping Confirmation) and click on the link for parcel tracking:

2. Click on the 'Consignment Number / Sendungsnummer' link two times to view a list of all parcels in your consignment and their current delivery status:

If a parcel is still in transit then you will be able to view its latest location data on the page.

 

If that does not resolve your query then we have 2 options. In both cases we will wait 48 hours before taking action.  More often than not missing items do get delivered by the couriers, just a day or two late:

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Refund you for the missing item

1. Please go to www.kiravans.com/account and enter your email address.

2. Click on your order and press RETURN button 

3. Select the item that we got wrong & set the reason as "Item missing"

4. In the Comments box please ASK FOR A REFUND.

5. Press SUBMIT. We will review your request within 1 working day.

6. We will check with the courier for any further delivery updates and wait for 2 working days in case the parcel eventually appears

7. We will then approve your 'return', refund your payment, and send you an email to confirm that it has been processed

 

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We will send you a replacement item

1. Please go to www.kiravans.com/account and enter your email address.

2. Click on your order and press RETURN button 

3. Select the item that we got wrong & set the reason as "Item missing"

4. In the Comments box please ASK FOR A REPLACEMENT.

5. Press SUBMIT. We will review your request within 1 working day.

6. We will check with the courier for any further delivery updates and wait for 2 working days in case the parcel eventually appears

7. We will then place a new order for the missing item and send you tracking details as soon as it has been despatched from our warehouse.

(we will cancel your return request at the same time, that system just allows us to keep a record of all delivery problems)