What should I do if my parcel is returned to sender?

If your parcel is returned to sender, this does not mean that your order is lost.

In this case, the most important thing is to contact us quickly so that we can review the situation and let you know the most appropriate next step.

Depending on the case, a reshipment or a refund may then be considered.

In which cases can a parcel be returned to sender?

A parcel can be returned to sender in several situations, for example:

• if the delivery address is incomplete or incorrect;
• if the parcel was not collected in time from a pickup point;
• if the delivery was refused;
• or if the delivery could not be completed for a reason linked to the recipient.

In other words, a return to sender can have several causes, and this is precisely why each situation must be reviewed before deciding what happens next.

It is important to track your parcel proactively

Once your order has been shipped, it is your responsibility to actively monitor the tracking of your parcel.

The tracking allows you to see:

• the transport stages;
• possible availability at a pickup point;
• a delivery attempt;
• or any other useful information related to your shipment.

It is therefore important to check this tracking regularly and not rely only on an email, SMS, or phone call from the carrier.

If important information is already visible in the tracking, it must be taken into account.

You can consult our shipping policy here.

Tracking remains the main source of information

Parcel tracking remains the main source of information for knowing the progress of your delivery.

For example, if the tracking shows that a parcel is available at a pickup point, this information must be taken into account even if you did not see or receive a separate communication from the carrier.

This is why it is important to be proactive in monitoring your order.

Not having seen an email or a message from the carrier is not always enough if the information was already clearly visible in the tracking.

What should you do if this happens?

If you see that your parcel is being returned or has already been returned to sender, contact our customer service team as soon as possible.

We will review the situation and explain the possible options once the return has been confirmed.

The simplest approach is not to wait too long once you see that the parcel is on its way back.

What solutions are possible?

Once the parcel has actually been returned and checked, two solutions may be considered depending on the case:

• reshipment of the order;
• or refund of the products after the effective return, excluding delivery costs.

The proposed solution will depend on the reason for the return and on the review of the case.

If you would like a reshipment

If you would like to receive your order again, a reshipment can be arranged.

In this case, reshipment costs remain the responsibility of the customer.

The easiest thing is therefore to contact us again as soon as you see that the parcel is being returned, so that we can prepare this with you.

If you prefer a refund

If you do not want a reshipment, a refund may be considered after the parcel has actually been returned and checked.

This refund concerns the products, excluding delivery costs.

Depending on the situation, the transport costs actually incurred may also be taken into account in the final refund calculation.

Why can the refunded amount vary?

It is important to keep in mind that when a parcel is returned to sender, the transport costs actually incurred may be deducted from the refund.

This may include:

• the initial shipping costs;
• and, depending on the case, the costs linked to the return of the parcel.

In other words, a parcel returned to sender does not work in the same way as a standard return requested voluntarily by the customer.

Special case: if the return is only due to a carrier issue

If the return of the order is not linked to any action, lack of action, or mistake on the customer’s side, but only to a fault attributable to the carrier, the situation may be reviewed again by our customer service team.

In this case, depending on the file, we may consider:

• a reshipment with no additional cost for the customer;
• or a refund including the delivery costs.

However, this decision will depend on the review of the file and on the carrier’s response.

In other words, if the issue comes only from the carrier, we may adapt the solution more favourably, but this can only be decided after reviewing the case.

How can you avoid a parcel being returned to sender?

The most common causes are often simple:

• an incorrect or incomplete address;
• a parcel not collected in time from a pickup point;
• no action taken in response to information visible in the tracking;
• or a carrier request that was not handled in time.

This is why it is important to:

• check the address carefully when placing the order;
• follow your parcel tracking regularly;
• and act quickly if the carrier indicates pickup point availability, a delivery attempt, or any important information.

The earlier and more regularly the tracking is checked, the easier it is to avoid a return to sender.

The easiest thing to remember

If your parcel is returned to sender:

1. contact our customer service team quickly;
2. wait for confirmation of the effective return;
3. then choose, depending on your situation, between:

• a reshipment;
• or a refund of the products excluding delivery costs.

If a reshipment is requested, the reshipment costs remain your responsibility.

However, if the return is due only to a carrier issue, a more favourable solution may be considered after review.

Key takeaways

A parcel returned to sender is not necessarily a blocked situation.

Depending on the case, you may request:

• a reshipment;
• or a refund of the products after the effective return and inspection.

However, it is important to track your parcel proactively, because tracking remains the main source of information about the shipment and delivery stages.

And if the return is due only to a carrier fault, our customer service team may review the case again to consider, depending on the situation, a reshipment at no extra cost or a refund including the delivery costs.

The most important thing is therefore to contact us quickly so that we can support you and tell you the most appropriate next step.

You can also consult our shipping policy.

Updated on: 21/03/2026