If a shipment is sent back to our warehouse, you're responsible for any return charges and duty fees. Here's why, and what you can do.
When Are Return Charges Applied
A shipment can be returned to us – and the return charges passed on to you – for reasons such as:
- Duties and taxes were refused, or the package was refused by the recipient
- The courier couldn't contact the recipient in the destination country
- The goods couldn't clear customs
- The item is restricted from import
- The value of the goods was under-declared for customs
- An incorrect address was provided, or the recipient was unavailable
- The courier reached its limit of failed delivery attempts
The Recipient Pays the Return Charges
When a shipment is returned to our warehouse for one of the reasons above, all fees, taxes, and duties charged on the return journey are payable by the customer, not forward2me. We also can't refund shipping costs already paid when a delivery fails for these reasons.
If Duties Were Refused
If the shipment is being returned because the duties weren't paid, we'd suggest contacting the courier to accept the charges and pay the duty where you can. Returning the goods usually costs more than paying the duty in the first place.
For more detailed information, please contact our Customer Experience team.