A shipment may be returned if:

• The address was incorrect or incomplete.
• The buyer did not collect it from a pickup point.
• The buyer refused delivery (e.g. didn’t want to pay customs duties).
• Customs rejected the shipment due to missing or incorrect paperwork.

If a shipment is returned to you:

1. Contact the buyer
   1. Message the buyer via the order page to explain the situation and agree on next steps
   2. Depending on the reason for the return, decide together who pays for the second shipment
2. Determine who pays for the second shipment
3. Track the return until it arrives back with you.
4. Resend the package
   1. Once you’ve agreed on a solution and received any additional shipping rates (if applicable), then resend the package.
   2. Always update the tracking info on the order page with the new tracking code. This will ensure we get informed about the shipment status and that we can pay you when the object is delivered to the buyer
   3. Make sure to correct any mistakes that caused the initial return (e.g. customs documentation, address, dimensions).

If you can’t reach an agreement (the buyer doesn’t respond or you can’t agree on who pays for another shipment): contact our Customer support team. We’ll help assess the situation and determine who is responsible.

Important to know

• Payouts are paused while a package is in return transit or under dispute.
• Always keep the return tracking code and shipping company receipt until the order is resolved.
• For high-value objects, insurance is strongly recommended to protect against loss.
• After a return, the next shipment must be arranged via manual shipping, even if the original shipment was through smart shipping.