If your package was returned to us, don’t worry—we’ve got you covered! Here’s everything you need to know and how to move forward smoothly.
Why Was My Package Returned?
Delivery services have different procedures, and your package may have been returned for one of these reasons:
Missed Delivery Attempts: Some couriers try delivering twice before returning the package, while others only attempt once.
Pickup Point Expiration: If your package was taken to a pickup location but not collected within the allowed timeframe, it’s sent back.
Address Issues: If there was an issue with the shipping address, the courier may have been unable to complete the delivery.
Incorrect Address: If the delivery fails due to an incorrect address, a one-time reshipment will be offered. Following a second failure, a refund will be provided.
Customer Unavailability: Packages uncollected or unclaimed due to customer unavailability (e.g., moving) are returned to us, after which a refund will be issued.
Check your email (including your spam/junk folder) for any courier updates regarding your package’s status. If you encounter tracking issues where updates stop, contact your local PostNL branch with the tracking number. If no resolution is found, reach out to us for further support.
What Should I Do Now?
Step 1: Check Your Tracking Link
Your package tracking will update to show whether it’s still in transit, at a pickup point, or on its way back to us.
Step 2: Decide How You’d Like to Proceed
Once confirmed that your package is being returned, you have two options:
✔️ Request a Resend – If you still want your order, we’ll ship it again. Make sure your address is correct before requesting a resend. Please note this is a one-time reshipment opportunity, and additional failures to deliver may result in refunds rather than further attempts.
✔️ Request a Refund – If you’d rather not wait, we can refund your order (excluding shipping costs).
How to Submit Your Request
To request a resend or refund, simply reach out to our support team via live chat or email at [email protected].
Please let us know:
Whether you'd like a resend or a refund
For resends: confirm your shipping address
For refunds: note that shipping costs are non-refundable
Our team will review your request and send a confirmation email with the next steps!
What Happens Next?
As soon as we receive your request, we’ll review it and update you on the process.
If you’ve chosen a resend, we’ll get your package on its way as soon as possible.
If you’ve opted for a refund, we’ll process it promptly so the funds return to your account.
In the case of recurring delivery failures even after reshipments, we will work with you towards a resolution, which may include issuing a refund.
Refunds are processed within a few business days once confirmed, though times may vary based on your payment provider.
If you have any further questions, don’t hesitate to reach out—we’re here to help! Additionally, refunds are not inclusive of shipping costs in instances where customer errors, such as incorrect address details, lead to delivery failures.