My parcel was returned to sender

If your tracking shows “Return to sender”, it means your parcel has not been successfully delivered and is being sent back to our warehouse.

This usually happens when the carrier is unable to complete delivery or the parcel was not picked up from a collection point within the required timeframe.

Why was my parcel returned?

A parcel may be returned to sender for a number of reasons, including:

• The delivery address is incomplete or incorrect (e.g. missing unit number)
• Delivery attempts were unsuccessful
• The parcel was not collected from a post office, depot, or Collection Point within the required timeframe
• The parcel was refused at delivery or could not be delivered to the address provided
• The parcel was damaged in transit and could not continue through the delivery network

In some cases, issues with the shipping label (such as damage or unreadable details) may also prevent successful delivery.

What happens next?

Once a parcel is marked as return to sender, it will make its way back to our warehouse.

When it arrives, our team will assess the order and get in touch with you if needed.

What should I do?

Please contact our Customer Service team as soon as possible with:

• Your order number
• The email address used for your order
• Your tracking number
• The correct delivery address (if the original address was incorrect)

We’ll review your order and support you with the next steps, which may include:

• Re-sending your order
• Organising a replacement
• Providing further assistance depending on the situation