How returns work.
If something arrives that you do not want, you can send it back to the retailer before it ships. Upload the return label the retailer gave you, or choose a fully managed return and we create the label for you. A whole box can also be sent to your own UK address instead of flying.
Returning a single item
This is the common one. The item is with us, still in your box, and you have changed your mind or it is the wrong size. There are two ways to send it back.
- Use the retailer label. Most UK retailers will email you a returns label. Upload it and we attach it and hand the parcel over.
- Let us create one. If you have no label, choose a fully managed return and we produce the label and send it back for you.
A processing fee of £5.99 applies per item returned, which covers handling, packing, labelling and preparing it for collection.
Timing matters
A return has to happen before your box is sealed. Once a box has been sealed and paid for, the contents are on their way and cannot be pulled back out. If you think something might go back, deal with it before you ship.
The packaging matters too
Most UK retailers only accept a return in its original packaging, and our default works against that: bulky outer packaging is usually removed when a parcel is processed, because it saves you space and weight. If there is any chance an item goes back, add a note to keep its packaging when the parcel arrives. You are told on WhatsApp the moment it does, and that message is the time to say so. Once processing is done, a discarded shoebox cannot be recovered.
Sending a whole box to your UK address
Occasionally plans change and you would rather the whole box went to a UK address instead of flying to you. That is possible, and it is a normal ending rather than a failure. The box is sent to your own UK address for a flat fee.
Refunds
The refund itself comes from the retailer, on their timescale and their terms. We can get the parcel back to them and give you proof it was sent, but we are not part of their refund process.
Good to know.
Can I return something to a UK retailer?
Yes. Upload the return label the retailer gave you and we attach it, or choose a fully managed return and we create the label and send it back for you. A processing fee of £5.99 applies per item. Most retailers require the original packaging, so leave a keep-packaging note before your parcel is processed.
Can I return something after my box has shipped?
No. A return has to happen before the box is sealed. Once it is sealed and paid for, the contents are on their way.
Can a whole box be sent to my UK address instead?
Yes. A box can be sent to your own UK address instead of shipping abroad, for a flat £24.99 fee. It is treated as a normal ending, not a failure.
Who refunds me?
The retailer does, on their own timescale and terms. We get the parcel back to them and give you proof it was sent, but we are not part of their refund process.
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