If a part of your order is a preorder item, we will ship the in stock pieces out to you first and so your order will come in two seperate packages. If this is the case, you would've been sent two tracking numbers so go through your inbox to double check! 

On the off chance that we have made a mistake and have failed to include one of your items - we are so so sorry! Please email us immediately and we will send the missing item through at once. 

As with every delivery service, packages can sometimes go missing and we are so sorry if yours has. Please kindly get in touch with us at kinaandtam@gmail.com and we will be able to contact the postal service to see if we're able to find your missing package. If not, we will send through a replacement package to you immediately.

If a package is marked as successfully delivered by the postal company, it is generally not the responsibility of the merchant to recover/replace it. However, we understand how frustrating this can be and want to maintain our great relationship with you beyond our obligations. Please email us at kinaandtam@gmail.com and we can see what we can do!

If your tracking number indicates that your package has been returned to us, please get in touch with us as soon as possible. We will look into the reasons for the return (usually due to an incorrect address or the failure to pick up your package in time). In the case that your package has been returned due to an incorrect address or failure to pickup, you will need to cover the delivery postage so that we can resend it back out to you.

Simply make an exchange by returning your items as per the instructions above and placing another order on our website.