Sending a return label

When an item is faulty, isn’t as described, is the wrong thing, or part of the order never turned up, the return postage is yours. The shopper can’t send anything back until you’ve sorted it, so this one is waiting on you.

You have 5 days. If nothing arrives by then, the issue comes to us to decide rather than closing in your favour, and we’ll email you before that happens.

Where to get a label

We don’t print labels for you, so you buy one from a carrier the same way you’d buy postage for an order going out. Royal Mail’s Click & Drop, Evri, DPD and Parcelforce all sell a single return label online without an account or a contract.

Two formats come back, and either works:

• A PDF to print. The usual one. Buy it, download it, upload it here.
• A QR code. The shopper shows it on their phone at a Post Office, a locker or a ParcelShop and the counter prints the label. Worth choosing if you’d rather they didn’t need a printer.

Whichever you pick, you’ll get a tracking number with it.

Getting it to the shopper

On the issue page, add the label under Return label, then the carrier and tracking number underneath, and select Send to the shopper. We accept a PDF or a photo, so a screenshot of a QR code is fine.

The shopper gets the label and their date to post it by together, on the same page they’ve been waiting on, and we email them both. Don’t email the label yourself: if the issue later comes to us, everything we need to see is already on the order.

The return counts as posted once they tell us it’s on its way, not when you send the label, and that’s when your time to check it arrived starts.

Once it’s on its way

When the parcel arrives, check it’s the item you sent, in the condition you expected. Then open the issue and select Confirm return received, and the refund goes out. If something’s wrong with what came back, use Report issue instead.