I received someone else's orderUpdated 3 minutes ago
TL;DR: Get in touch with the Koh UK team, send your order number and photos of what actually arrived, and support will advise on next steps. There is no set deadline for reporting this, but let the team know as soon as you notice.
I received someone else's order
If the parcel that arrived is not the order you placed, get in touch with the Koh UK support team and send two things.
✓ Your own order number
So the team can see what should have been sent to you.
✓ Photos of what arrived
So the team can see what turned up instead, without a back and forth.
You can reach the team through the order help flow, the contact page, or by email to [email protected].
What happens next?
Once the team has your order number and the photos, they will look into what has happened and advise you on next steps, including what to do with the parcel you received.
There is no need to arrange anything yourself in the meantime. Wait for the team to come back to you and they will tell you what they need.
Is there a deadline for reporting it?
There is no set deadline for reporting that you received the wrong order.
That said, it is worth getting in touch as soon as you notice. The sooner the team knows, the sooner they can sort it out for you.
Report a wrong order with your order number and photos of what arrived.
Why am I missing part of my order?
If some of what you expected is there and some is not, start here instead.
Browse all Shipping & Returns articles
Last reviewed: August 2026 · Koh UK