Why was my order returned?Updated 3 days ago

Sometimes, parcels that aren't collected on time from your local post office or delivery point get returned to us. We know this can be frustrating, so here’s a quick explanation of why it happens and what you can do next.

Common Reasons for Returned Packages:

• The parcel wasn’t picked up within the allowed collection period at your local post office or pickup location.

• The delivery address was incomplete or incorrect, so the carrier couldn’t deliver it.

• Multiple delivery attempts were made, but no one was available to receive the parcel.

• The parcel was refused at delivery.

Collection Timeframes Depend on the Carrier

Each postal service has its own rules about how long they hold parcels for pickup before returning them:

• Some carriers hold parcels for up to 14 days.

• Others may only hold for 5 to 7 days before returning.

These timeframes vary by carrier, location, and service type.

How Can I Tell if My Parcel Is Waiting for Collection?

Most carriers will leave a collection card or send you a notification by SMS or email when a delivery attempt is made and your parcel is ready to be picked up. We suggest:

• Regularly checking your order status on our tracking page.

• Watching for any delivery notifications from the carrier.

• Contacting the carrier directly if you think a delivery was attempted but you didn’t receive any notification.

What Happens If My Order Is Returned to You?

If your parcel is returned to us, we’ll reach out as soon as it arrives back at our facility. You can then choose to:

• Have your order resent (please note, additional shipping charges may apply), or

• Receive a refund for the item cost, minus the original shipping fees (subject to our returns policy).

Need Assistance?

If you think your order was returned by mistake or you haven’t received any delivery notifications, please contact our support team. We’re here to help investigate and find the best solution for you.