Return Process

Returned shipments are processed in a D+1 mode, meaning returns delivered on, for example, August 6, will be processed the next day, August 7. During processing, returns are checked, recorded in the system, and then restocked. The only exceptions are open or damaged returns, which require additional handling.

Types of Returns

Closed Return

This refers to a shipment that the recipient did not pick up or that was not delivered by the carrier and was returned to our warehouse. These returns are checked, counted, and visually inspected for damage. Then, they are recorded in the system and sent for restocking.

Open Return

This includes items returned by the recipient (e.g., due to wrong size). It is important that the return can be identified – for example, with an order number inside the package. These returns go through a detailed inspection, especially for items like clothing, cosmetics, or shoes. A designated staff member processes the return, records it in the system, scans documents, and informs customer service.

Damaged Return

These returns include items with defects (e.g., broken zipper, cracked sole). They are handled by a designated staff member who documents the issue, scans the documents, and informs customer service. Damaged goods are recorded in the Scraping warehouse for further processing.

If the package was damaged during transport, the return is forwarded to the claims department, which handles shipping damage claims. For more information, see the Claims section.

Where Can I Track My Returns?

All processed returns are available in the Mailship portal, under the Returns tab. For more information, click here: Returns