What happens if an order cannot be delivered to the customer?

Sometimes it may occur that an order cannot be delivered to the customer. This can happen for various reasons, such as the customer not being at home or the package not being collected in time from a service point.

What happens to return shipments?

When a package is returned, we receive it from carriers such as DHL or Spring.

Please note that this may take several days, or sometimes longer, depending on the carrier and the destination country.

Once we have received and inspected the returned package, we will contact you to discuss the next steps.

What if the customer did not collect the package from a service point?

If a package is delivered to a service point but is not collected in time by the customer, it will be returned.

In that case, the package can be resent, but additional shipping costs will apply.

Important to know

• We will always inform you once the returned package has arrived at our facility.
• Shipping costs for a second delivery attempt will always be charged to you.
• Always check that the delivery address is correct to prevent returns as much as possible.

Updated on: 24/06/2026