We understand that it can be frustrating when your DPD shipment is unexpectedly returned to us, especially when the reason for the return is unclear. We want to reassure you that we will do our best to resolve the issue as quickly as possible. Here’s what you need to know and the steps you should take.

Understanding the Situation

• No Apparent Reason for Return: Sometimes, shipments are returned to us by DPD without a clear explanation. This can happen due to a variety of reasons, including unexpected errors during transit or handling by the courier.
• Possible Causes:
  • Unclear or incorrect delivery instructions.
  • Issues with customs clearance, even when it appears all requirements were met.
  • Mistakes made by the courier, such as misrouting or mishandling the package.
  • Unexpected delays or restrictions imposed during transit.

What We Will Do

• Immediate Investigation: We will immediately begin investigating the reason for the return as soon as we are notified by yourself or DPD.
• Assessment Before Arrival: While we will attempt to understand the cause of the return before the package arrives back at our facility, in some cases, we may only be able to determine the exact reason once we have the item in our possession.

Options for Resolving the Issue

• Refund or Resend: Once the package is back with us, we will contact you to confirm whether you would like:
  • A refund for the returned item(s), or
  • To have the item(s) resent to you.
• Shipping Fees:
  • If the return is due to an issue on our end (e.g., incorrect export documentation), or a mistake by the courier, we will cover the shipping costs for resending the item or offer a full refund including shipping.
  • If the return is due to other reasons, such as a customer-related issue (e.g., providing an incorrect address, not providing correct information to courier, rejecting the delivery, or failing to pay customs fees), we may deduct the original shipping cost and any return shipping fees from your refund.

If You Are Not Sure Why the Shipment Was Returned

• Check for Notifications: Review any emails or messages from DPD, customs, or us that may indicate the reason for the return.
• Contact DPD Directly: Reach out to DPD customer service to inquire about the specific reason for the return.
• Contact Us: If you cannot determine the reason, please contact our customer support team. Provide your order number and any relevant details, and we will do our best to help you understand the situation.

Our Commitment to You

• No Charges for Our Mistakes: If the return was due to a mistake by us or DPD, we will not charge you for shipping costs.
• Transparency and Fairness: We will keep you informed throughout the process and ensure any charges are fair and reasonable.

Need Further Assistance?

If you have any questions or concerns about your returned DPD shipment, please don’t hesitate to contact our customer support team. We’re here to help and ensure you receive your order as soon as possible.