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We are very sorry to hear that your delivery is missing.

We do often find that parcels get delayed in the courier network, or held up because of address issues.The first thing to do right now is to check for any updates from the courier:

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 & details of any problems that the courier is experiencing.

 

If that does not resolve your query then we have 2 options. In both cases we will wait 2 - 3 days before taking action.  More often than not missing parcels do get delivered by the couriers, just a day or two late:

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Refund you for the missing items

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 items that are missing & 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 2-3 working days in case the parcel eventually appears.

7. If it does not appear 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 order

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 items that are missing & 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 2-3 working days in case the parcel eventually appears

7. We will then place a new order for the missing items 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)