Why have I been charged a redelivery / returns fee?Updated 2 days ago
Occasionally, orders are returned to our warehouse for various reasons. Since our freight partners charge us a fee for returns, we pass on a portion of this cost to our customers.
The return fee varies depending on the shipping method and will be deducted from your total refund. Additionally, a fee will be charged for redelivering an order to the same address or a different one.
Below are examples of situations where a redelivery or returns fee will apply and where it will not:
| Fee Charged | Fee Waived |
| Parcel not collected from the Post Office or collection point. | Damage occurred in transit and the courier was unable to deliver. |
| The recipient is not known at that address or has moved. | Delivery has been deemed as lost in transit. |
| The address details provided are incorrect or insufficient. | Delivery has been made to the incorrect address (where the information provided was correct). |
| The delivery was refused. | |
| The recipient was in a hospital or hotel and has been discharged or checked out. | |
| Recall has been requested by the sender or recipient. |
FURTHER INFORMATION
My order has been "Returned To Sender". What happens now?
Do you contact the recipient? What notifications do you send?
What if no one is available at the delivery address at the time of delivery?