The last decision takes ten seconds on your doorstep. Kakobuy's own rules give two different deadlines for reporting a problem, so plan for the shorter one.
Default vs switch
Kakobuy's notice on signing lists the steps. Before you sign, check that the outer packaging and the seal are intact and that the weight looks right. Whether or not damage is visible, inspect the goods in front of the courier. If something is wrong, note it on the receipt before signing, or refuse the parcel.
Point five of the notice is the reason this is a decision and not a formality: the normal receipt of the goods marks the end of the transshipment process, and Kakobuy will not be responsible for anything that happens after a normal receipt.
Read the two help articles side by side and the deadlines do not agree. Point 3 of the signing notice gives 2 days for reporting to the local post office; point 4 gives 72 hours for reporting to customer service. The article on unusual products repeats the 2 days for claim documents and the 72 hours for missing pieces.
| Rule | Deadline | Where Kakobuy says it |
|---|---|---|
| Report damage or loss to the local post office, keep the outer box and seal | 2 days after signing | Help article 54, point 3 |
| Report an abnormal package to customer service | 72 hours after signing | Help article 54, point 4 |
| Send invoices, photos and details for a carrier claim | 2 days after receipt | Help article 33, point 2 |
| Report missing pieces, damage or flaws | 72 hours after receipt | Help article 33, final rule |
The safe plan is to treat 48 hours as the limit for everything: photos of the box and seal, photos of the contents, a message to customer service, and a note to the local carrier. Keep the outer box and the tape until the claim is closed.
Once the parcel ships, the tracking view in your parcel list shows the international leg and, later, the local carrier's scans. Watch it in the last few days so you are home, or so the parcel goes to a pickup point you can reach. Parcels destroyed or returned because nobody collected them fall outside the insurance.
A status of Unsuccessful Dispatch usually means the local carrier tried and failed. Act on it the same day; local carriers hold parcels for a limited time.
Kakobuy’s live chat is staffed on weekdays from 9:00 to 18:30 UK time. Outside those hours, email [email protected] or use the official Discord. Send the parcel number, photos of the outer box and seal, photos of the contents, and the courier's note if you made one.
A weekend delivery with a fault therefore needs an email the same day, not a chat on Monday: 72 hours from a Friday evening ends on Monday evening, and the 2-day post office rule ends sooner.
Not every failed delivery is a loss. Kakobuy lists four reasons a submitted parcel is returned: it still exceeds the line's size limit after compression, a carrier or customs refuses it for reasons other than contraband, the address or clearance fails at destination, or the recipient phone number is missing or wrong.
The first is decided by decision 6, the second by decision 7, the last two by the address you type on the submission form. A working phone number is the cheapest insurance in the whole order.
Put it into practice
