My order shows it is being returned to sender, what now?

  • Updated

In the event that the courier reports that your order has been returned to the sender, this means that it will not be delivered and you will receive your money back.

Our sincere apologies if this happened unexpectedly. We recommend that you place a new order. It may take up to 10 business days for the return to be processed at our warehouse and the refund issued.

The most common reason for this is an incomplete registration for the DHL Packstation or a typing error in the delivery details. To fully register for this service, you must have already received and activated your personal registration mail. You will also need your customer card.

Other reasons for returning a package to the sender may be:

  • A transport incident, i.e. a damaged package;
  • Impossible to deliver the package after several attempts;
  • Package has not been picked up at the collection point after 1 week.

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