What carriers do you use and what are the est. shipping days?
We partner with local carriers to ensure seamless returns. Below is a list of our carrier partners by country and their respective drop-off location finders:
Australia (AU) – Australia Post - 18 days - find a drop-off point
Canada (CA) – Canada Post - 14 days - find a drop-off point
Ireland (IE) – Coll8 and DHL - 13 days - find a drop-off point
United States (US) – USPS - 15 days - find a drop-off point
New Zealand (NZ) – NZ Post - 18 days - find a drop-off point
Everywhere Else – DHL - 13 days - find a drop-off point
What does a customer need to do to drop their parcel off?
For each country, the customer will need to print off the label we provide them and drop the parcel at a local drop-off point.
Customers receive an email with a link to the carrier’s site to locate the nearest drop-off point.
Can merchants claim taxes and duties back for returns?
No additional duties or charges apply to returns, as our solution includes Returned Goods Relief (RGR).
Merchants can use the return information we provide to manually claim back duties paid on the outbound shipment.
How can a customer return multiple parcels?
Each return label is valid for one parcel only.
If a customer needs to return multiple parcels, they must generate a return label for each parcel separately.
How is pricing calculated?
The weight of the parcel is determined at customs based on:
Volumetric weight (Length (cm) × Width (cm) × Height (cm) ÷ 5000)
Actual weight (Deadweight)
We charge merchants based on whichever weight is higher.
Is there additional charges for oversized or overweight parcels?
If a parcel exceeds carrier size or weight limits, customs may apply additional charges.
These charges are calculated based on customs' weight assessment and are billed separately if applicable.
What is the maximum allowed value for a return parcel?
The value of a return parcel must not exceed $800 USD.
How do customers pay for returns?
Merchants can set a specific return fee for each country or choose to offer free international returns.
If a return fee is applied and the order was placed in a currency other than GBP, customers will always be required to make an upfront payment for the return rather than having the fee deducted from their refund.