In some cases, an order may be automatically returned to our warehouse by the courier. This is known as a “return to sender”.
Why does this happen?
A return to sender can occur for a few reason during transit, including:
- The delivery could not be completed after multiple attempts
- The parcel was not collected from a designated pickup point in time
- The delivery address provided was incomplete or incorrect
- The parcel was refused at the delivery address
- There were issues accessing the delivery location (e.g. restricted entry)
If this happens, the courier will send the parcel back to us.
What happens next?
As soon as your parcel is received at our facilities, our team will begin processing it.
- The return is checked and registered in our system
- Your refund is then issued to your original payment method
We aim to complete this process within 14 days of the parcel being received back to our facilities.
When will I receive my refund?
Once your return has been received and processed:
- Your refund will be issued to your original payment method
- This is completed within 14 days of receipt back to our facilities
Please note that depending on your bank or payment provider, it may take a few additional days for the funds to appear in your account.
Can my order be re-sent instead?
If your order has already been returned to us, we’re unable to resend the same parcel.
If you would still like the items, we recommend placing a new order once your refund has been processed.
How can I avoid this in future?
To help ensure successful delivery:
- Double-check your delivery address at checkout
- Use the tracking link provided to follow your parcel’s progress
- Make any delivery changes (such as rescheduling or safe place instructions) directly with the courier
- Collect your parcel promptly if it is delivered to a pickup location
If you have any questions about your order or refund, our Consumer Service team will be happy to help.