If you open your package and notice an item is missing, don’t panic. This can happen for a few common reasons, and most cases are resolved quickly once reported.

This guide explains what to check, who to contact, and what happens next.

Step 1: Double-Check Your Order Details #

Before reporting a missing item, confirm exactly what was included in your order.

1. Log in to your Kingston Express account
2. Go to My Account → Orders
3. Click View on the order
4. Review the list of items purchased

Step 2: Check the Entire Package Carefully #

Sometimes items may be:

• Packed separately
• Wrapped inside other packaging
• Shipped in multiple packages

📦 Check all boxes, bags, and packaging materials before reporting the issue.

Step 3: Look for Seller or Delivery Notes #

Some sellers include notes explaining:

• Partial shipments
• Back-ordered items
• Items to be delivered separately

📧 Also check your email for delivery updates.

Step 4: Contact the Seller Immediately #

Kingston Express is a multivendor marketplace, so the seller handles missing-item issues directly.

How to contact the seller: #

1. Open your order page
2. Scroll to the Seller / Store information
3. Click Contact Seller
4. Clearly explain which item is missing
5. Include your order number

📝 Example message:

“Hello, I’m missing one item from order #12345. Could you please advise? Thank you.”

Step 5: Provide Photos If Requested #

The seller may ask for:

• Photos of the package received
• Photos of the items you did receive

📸 This helps the seller verify and resolve the issue faster.

What Usually Happens Next #

Depending on the situation, the seller may:

• Send the missing item
• Offer a refund for the missing item
• Explain if the item is arriving separately

⏳ Resolution time may vary depending on delivery method.

When to Contact Kingston Express Support #

Contact support if:

• The seller does not respond
• The issue is not resolved after communication
• There is a dispute about refund or replacement

📌 Always include your order number and any messages exchanged.

Helpful Tips #

• Report missing items as soon as possible
• Keep packaging until the issue is resolved
• Be clear and polite when messaging sellers
• Save emails and messages

Final Note #

Most missing-item issues are resolved quickly once reported. Prompt communication helps ensure the best outcome for everyone 😊