If your parcel is being returned to sender, it first needs to arrive back at our warehouse. Once we receive it, you’ll get an automated email from us. Simply reply to that email to let us know whether you would like your order resent once, or refunded excluding shipping fees where applicable.
Why was my parcel returned?
A parcel can be returned to sender for several reasons, such as:
The delivery address was incomplete or incorrect
The parcel was not collected from a pickup point in time
Delivery was refused
The carrier could not complete the delivery
Local delivery restrictions applied
Applicable import duties or fees were not paid, where relevant
What happens next?
Once your parcel is on its way back to us, it needs to complete the return journey before we can take the next step.
When the parcel has been received back at our warehouse, you’ll receive an automated email from us. You only need to reply to that email and tell us which option you prefer.
Your options
Once your returned parcel has been confirmed at our warehouse, you can choose between:
A one-time resend of your order
A refund, excluding the original shipping fees where applicable
Shipping fees may be excluded from the refund because these costs are paid to the delivery carrier once your parcel has been dispatched.
Before choosing a resend
Before we resend your order, please check that your delivery details are complete and correct.
This includes:
Full name
Street name and house number
Apartment, building, or unit number, if needed
Postal code
City and country
Phone number
Email address
We also recommend keeping an eye on your tracking link after the resend, especially if the parcel is sent to a pickup point or if the carrier asks you to arrange a delivery moment.
What if my parcel is returned again?
We can usually resend a returned parcel one time.
If the parcel is returned to us again, we may not be able to resend it another time. In that case, we may process a refund instead, excluding the original shipping fees where applicable.
Need help?
If your tracking shows that your parcel has already been returned to our warehouse but you have not received an email from us, please contact us through live chat with your order number. Our team will check the return status and help you with the next step.