If the carrier notifies you that your order has been returned to the sender, it means the parcel could not be delivered and is being sent back to us. Once we receive it, we can either arrange a new shipment free of charge or issue a refund, depending on your preference.
Common reasons for a parcel being returned to the sender include:
A transport incident (e.g., damaged parcel)
An incomplete or incorrect delivery address
Failed delivery attempts after several tries
Parcel not picked up from the pickup point within one week
If you would like a new delivery, please provide us with a new delivery address or choose a nearby access point when you contact us.
To contact our customer care team click here, or go to the Customer Service section and select “Contact us.”