Q. Why Has My Order Been Returned?Updated 2 days ago

Why Has My Order Been Returned?

Occasionally, parcels that are not collected in time from the local post office or delivery point may be returned to us. We understand this can be frustrating, and we’re here to help clarify why it happens and what your options are.

Why Was My Package Returned to Sender?
If your order was marked as “Returned to Sender,” it usually means one of the following occurred:

The parcel was not collected in time from your local post office or collection point.

The delivery address was incomplete or incorrect, making it undeliverable.

Multiple delivery attempts were made, but no one was available to receive it.

Refusal to accept the parcel at delivery.

Collection Timeframes Vary by Carrier 
Each postal service has its own policy on how long they will hold a parcel for collection before returning it to sender. For example:

Some carriers allow up to 14 days for collection.

Others may return it after just 5–7 days if not picked up.

Unfortunately, these timeframes are set by the carriers themselves and can vary depending on your location or the type of service used.

How Will I Know if My Parcel Is Awaiting Collection?

Most carriers will either leave a card or send a notification (by SMS or email) if a delivery attempt has been made and the parcel is awaiting collection. We recommend:

Checking our tracking page regularly to see what status your order is at. 

Looking out for any delivery notifications from the carrier.

Contacting the carrier directly if you believe a delivery attempt was made but no notification was received.

What Happens Next?

If your order has been returned to us, we’ll contact you as soon as it arrives back at our facility. From there, we can:

Resend the order (additional shipping fees may apply), or

Refund the item cost, minus original shipping fees (depending on your preference and it fits our returns policy).

Need Help?

If you believe your parcel has been returned in error or have not received any delivery notifications, please contact our support team. We're happy to help investigate and provide a solution