Managing returns and claims
Francesco Bassetti avatar
Written by Francesco Bassetti
Updated over a week ago

What triggers a return trip?

A return trip will be triggered when our couriers are unable to deliver the items to your recipient. Our couriers will perform up to 3 attempts of redeliveries triggering the return trip. Please take note that delivery fee charges will still apply in the event of a return trip.

How do I lodge a claim?

You will be required to lodge a claim within 2 days of items delivered. Our team will then assess the validity of the claims. Please take note that all claims is subjected to the terms and conditions of the courier providers and any wrong information submitted such as falsely declared parcel value will impact the outcome of the claims.

You can lodge your claim by filling up this form. You will be required to submit all relevant documents such as your Kosmo order ID, photo of damaged items (if any), a description of the incident as well as all other relevant documents that can be beneficial to the investigation. Our investigation team will work with the providers to gain clarity on the issue and reply you as soon as possible.

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