How do I process returns?

What to do when a customer sends back your item

When a customer wants to return an item, we arrange for a courier to collect the item from the customer and deliver it directly back to your fulfilment address.

You can track returns which have been shipped here via the incoming tab on your dashboard.

You can now download a CSV of all returned orders via the Returns Orders section under reports in the beta dashboard, for any time period. 

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Return Received

You will then receive the returned product. Returns will automatically be marked as Received when delivered to you by the courier. If you receive a return that has not moved to ‘received’ you are able to do so by selecting ‘mark as received’. 

Accepting Return

Check that the item is in a re-sellable condition and if so, please mark the return as accepted or disputed within 48 hours. 🚨 If returns are not accepted or disputed, they will automatically be moved to 'complete' and your stock levels will subsequently be updated.

If you need to dispute the return because it is damaged/worn, please follow the instructions below.

Disputing Return

You may dispute a returned item if it does not comply with our return policy.
Once you've marked an item as disputed, please contact our community team to resolve the dispute & provide evidence.

We require images of the item, damage and inner/outer packaging to complete a full investigation.

If you need to open a dispute, you need to do this within 48 hours of receiving the return.

Kindly note that if we receive no evidence within this timeframe, we will mark the item returned and refund the customer.

Inventory Adjustment

Your stock levels will be adjusted automatically, and the product will be available to sell again. This will be reflected on your dashboard.