Choose how we handle your returns

Sometimes a shipment cannot be delivered and comes back to our return mailbox, for example because the address was incorrect or the customer did not pick it up. Until now we contacted you about every return to ask how to proceed. From now on, you decide once and we handle every return automatically.

Returns are handled separately from delivery issues on purpose: when a customer does not receive a shipment, the claim is usually raised and the items replaced long before the physical return arrives back at our mailbox. Reshipping the return to the customer would almost always be too late, so instead you choose what happens to the returned items themselves.

In Return settings in the Dashboard you can choose between two options:

• Destroy (free): we destroy the returned items at no cost. This is the default for all partners.
• Ship to me (shipping costs apply): we ship the returned items back to a return address you provide, at the shipping level you select. You only pay the shipping costs; the products and packaging are not charged again.

Whenever we receive a return, you get a notification with the order number, the return reason and how the return was handled. You can manage these notifications under the Shipping subject in your Notification settings. The return details are also visible on the order and shipment pages in the Dashboard.

Read more about how returns work in our support article.