My parcel has been ‘returned to sender’. What happens now?Updated a month ago

If your parcel has been marked as Returned to Sender (RTS), it means the courier was unable to complete the delivery and has started the process of sending it back to us. This can happen for a few reasons, including:

• The delivery address provided was incorrect or incomplete
• Delivery was attempted multiple times without success
• The parcel was awaiting collection but wasn’t picked up in time
• The receiver refused the delivery
• There was an issue within the postal service

If you believe your parcel is being returned (or you’re unsure), please get in touch with our team here. Tracking updates or postal notifications can sometimes be unclear, and we're not automatically notified - so hearing from you helps us assist you faster.

Things to know about RTS parcels

• Next steps vary. Once we confirm the RTS status, we’ll guide you through your options.
  
• Return to Sender fees may apply. These cover courier fees and charges and reshipping costs if the return was due to a customer-related issue (e.g. incorrect address, missed deliveries). Fees depend on your order and location.
  
• Customs and import fees (if not prepaid at checkout) remain the responsibility of the customer and are non-refundable.
  
• Refunds are not available for RTS parcels. We work to re-ship any RTS parcels. 
  
• Returned parcels can take 1–6 months to reach our distribution centre, depending on the courier and country. If we receive a returned parcel and can identify it, we’ll reach out to you directly if we have not already reached a resolution.

Seen your parcel marked as RTS? Reach out to us - we’re here to help.