A Return Shipment status means a package we sent has been returned to our warehouse — it didn't reach you and has come back to us. It's now being held while we look into why it was returned and confirm any charges, before we agree the next steps with you.
What Return Shipment Status Means
- Your package was shipped, but the courier couldn't complete delivery and sent it back to our warehouse.
- We hold the returned package for around two weeks while we confirm the reason for the return and any return charges.
- We'll be in touch to talk through your options, which may include re-shipping the package.
Because the shipment has travelled both ways, return shipping charges may apply, and these are payable by you.
Common Reasons a Package Is Returned
Most returns come down to one of these:
- Address problem. The delivery address was incomplete or incorrect — for example, a missing apartment or unit number, a wrong postcode, or the recipient no longer lives there.
- Delivery couldn't be completed. The courier made several attempts but couldn't deliver, the package went unclaimed at a pickup point, or it was refused at the door.
- Customs issue. Required import documents weren't provided, or the import duties and taxes weren't paid.
- Damaged or restricted contents. The package was damaged in transit and deemed undeliverable, or it contained items restricted by the courier or destination customs.
What to Do Next
- Check your delivery address for anything missing or incorrect.
- Contact us with your Shipment ID if you think the return reason is wrong, or to arrange re-shipment.
- Act within the holding window. Get in touch within the two-week hold so we can sort out next steps before the package is processed further.
If you have further questions, please contact our Customer Experience team.