A parcel is being returned to the sender by the carrier when the delivery could not be successful. The return motive is indicated:
- On the parcel tracking
- On the parcel physical parcel itself in 70% of the time
Below are the main return motives. If you have any doubt, you can contact our customer support anytime.
Main return motives
| Return motive | Use case |
| Incorrect address | Delivery address is incorrect or show missing information: missing building number, street number ... |
| Recipient unknown | The name of your recipient was not found by the carrier at the delivery address. This is usually due to: recipient has moved out, recipient got delivered at his work place but did not indicate his company name, recipient got delivered at a friend's place but did not mention his name ... |
| Parcel not claimed | Your parcel was held in a pickup point for 10 to 15 days but the recipient did not come to pick it up |
| Wrong direction | There is no coherency between the detailed address and global country (ex: city MADRID and country FR) |
| Re-routing procedure | Your recipient has an opened re-routing contract with the carrier (usually when people move out) |
| Refused by recipient | Your recipient refused the delivery (he noted that the parcel was damaged, he does not want the product anymore, he did not want to pay custom fees...) |
| Refused by customs | Custom declaration on your parcel were not sufficient to proceed custom clearance (incorrect declared value, merchandise type, origin...) |