What If My Return Is Lost, Refused, or Sent Back?

Quick Answer

If your return does not arrive as expected, is refused, or is sent back to you, please contact our Customer Care team via live chat or the Contact Us page as soon as possible with your order number and return tracking number. We will review the situation and help you work out the next step.

Returns that go astray are usually caused by something in transit, such as missing return details, an address or customs issue, or a carrier problem, so the first step is almost always to check the tracking and the reason given by the carrier.

What should I do if my return seems lost in transit?

If your return package has not arrived and you are worried it may be lost, please reach out to us promptly. Before you do, it helps to gather:

Your return tracking number and the carrier you used
Any drop-off receipt or proof that the package was handed over
The date you shipped it

Contact our Customer Care team via live chat or the Contact Us page, explain what has happened, and let us know if the carrier was unable to provide a receipt or proof of drop-off. We will look into it and do our best to help. This is also why we recommend using a tracked service and keeping your proof of postage when you send a return.

My return was refused or marked "returned to sender." What happened?

A refused or returned-to-sender parcel usually means the carrier could not complete delivery to the return location. Common reasons include:

Incomplete or incorrect return information on the package
A missing order or reference number that we asked you to include
Unpaid customs duties or shipping charges
A customs paperwork issue
Another carrier or logistics problem

The exact reason usually needs to be confirmed with the carrier or postal service, so it is worth contacting them to ask why the parcel was refused or sent back.

What should I do if a refused or returned package comes back to me?

If the parcel is on its way back to you or has already arrived, please do not simply resend it without checking with us first. Instead:

Confirm the return was addressed using the return details and reference number we provided for your order.
Contact the carrier or postal service to ask exactly why it was refused, not accepted, or returned.
Check whether any unpaid shipping fees, customs duties, or paperwork issues were involved.
Contact our Customer Care team via live chat or the Contact Us page with your order number, the return tracking number, and the carrier's explanation if you have it.

We will review the details and let you know the best way to complete your return for your specific case.

Why was my original delivery returned to sender before I even received it?

Sometimes it is the original delivery, rather than a return, that gets sent back. This can happen when the carrier cannot complete delivery, for example due to an incomplete or incorrect address, the recipient not being identifiable at the address, a missed delivery or pickup, an expired pickup point, a refused delivery, or a customs issue.

Please do not refuse a delivery unless we have specifically advised you to, as refused packages can be delayed or may not return smoothly. A "returned to sender" status also does not always mean we have the package back yet, since it may still be in transit to a logistics center or warehouse. Contact our Customer Care team via live chat or the Contact Us page with your order number and tracking number, and we will check the status and discuss options such as redelivery, reshipment, or a refund where available.

What if my package was covered by shipping insurance?

If your order included Worry-Free Delivery or similar shipping insurance and your package was lost or returned, your issue may be handled through the insurance provider. Check the inbox for the email address used to place your order for the insurance policy email, and use the "report an issue" option to reach the claims center and submit a claim.

If you cannot find the insurance email, the claim option is not working, or you need help, contact our Customer Care team via live chat or the Contact Us page and we will point you in the right direction.

What details should I have ready when I contact you?

To help us sort this out quickly, please have these ready:

Your order number
The return tracking number, and any new tracking number if the parcel was resent
The carrier's explanation, if you have it
Your full delivery or return address
Whether you would prefer a refund, exchange, replacement, or reshipment, where that option is available

In what situations should I contact Customer Care?

Please reach out if:

Your return does not arrive as expected or you believe it may be lost in transit
The carrier could not provide a receipt or proof of drop-off
Tracking shows "returned to sender," "refused," "not accepted," "undeliverable," or "insufficient address"
A refused or returned parcel has come back to you and you are unsure what to do next
Customs duties or unpaid fees may have affected delivery
Your package was covered by shipping insurance and you need help with a claim