The usual journey
Under review — the request has just been opened. Either it's being checked,
or we're waiting for a decision (yours or ours).
Awaiting shipment — the collector has been asked to send the piece back and
add their tracking. Nothing is needed from you yet.
Ready to ship — the return is approved and a prepaid label is being
prepared for the collector.
In transit — the piece is on its way back to you.
Received — the parcel has arrived back. This is usually where you step in to
confirm it's conforming (see Receiving a returned parcel).
Resolved — the case is settled (refund, store credit, exchange or repair
done). Nothing more to do.
A case can also end as Declined, Closed or Cancelled — it's over and won't reopen.
What the status tells you to do
Status | Typically needs you to… |
Under review | Nothing, unless Accept / Decline buttons appear (see Accept or decline) |
Awaiting shipment / Ready to ship / In transit | Wait — the piece is coming back |
Received | Confirm receipt & condition of the returned piece |
Resolved / Declined / Closed | Nothing — it's settled |
Good to know
The return policy applied is the one captured when the request was opened. Changing your policy later does not affect returns already in progress.
Our Customer Care team can always act for you if you're unavailable.
Where to find it
The status is the coloured label on the right of each card in After-sales.