If the courier is unable to deliver the package to the recipient at the specified address, it is usually taken to the nearest branch for pickup. However, in some cases- such as exceeding the storage period, or other issues - the package may be automatically returned to the sender.
If your package has been returned, please contact our customer support team via chat or email at support@snuzone.com so we can process your case as quickly as possible.
Can my returned package be resent?
Unfortunately, it is not possible to resend returned packages. Please inform our customer support about the return so we can process your refund. If you still wish to purchase the items, we kindly ask you to place a new order through our online shop. The refund will be issued via the original payment method used for your order.
Courtesy policy for shipping and return costs
Mistakes happen - we aim to provide you with the best possible shopping experience at Snuzone. We understand that returns can be frustrating. Therefore, in many cases, we cover the shipping costs and the return fees.
However, please note that if the return is due to an unverified DHL Packstation account, incorrect address details, or a rejected package by the recipient, we are not obligated to refund shipping and return costs. That said, our customer service team will do its best to find a satisfactory solution for you.
Why was my package not delivered to a DHL Packstation [Germany] and returned instead?
To receive deliveries at a DHL Packstation, you must complete the full verification process with DHL. If your DHL account is not activated for Packstation-use, your package will be automatically returned.
You can register for Packstation services here: DHL Packstation Registration