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Undeliverable Packages

Occasionally, packages are returned to us as undeliverable.

If a carrier returns an undeliverable package to us, we'll issue a full refund (including delivery charges, except for some handling charges).

To see the refund status of your order after the item was returned to us, go to

A parcel might be returned as undeliverable for several reasons:

  • The address is incorrect or outdated. Usually, the courier returns the package to us. Double-check the address carefully when placing your order. For more information about adding, editing and deleting addresses from your Address Book, see Add and Manage Addresses.
  • Our system doesn't recognise the way an address was entered or the parcel was assigned to a carrier that can't deliver to that address.
  • You used a restricted address. If you send the order to a prison, correctional facility or similar institution, the products and/or the carrier responsible for delivery may be subject to specific restrictions.
  • The carrier attempted delivery but failed. Most of our carriers make more than one attempt to deliver a parcel. If they can't deliver your parcel, they'll return it to us.
  • The recipient refused the delivery. A gift recipient who isn't expecting a gift may refuse a parcel if they believe it's being delivered to them by mistake. In this case, we'll refund the gift purchaser and email them. If you want to place a new order for the gift, let the recipient know that a surprise is on the way.
  • The address was illegible. In rare cases, address labels may become impossible to read in transit. If that happens, the carrier returns the parcel to us.
  • The parcel was damaged in transit. If a parcel is damaged while it's on its way to you, the carrier may return it without attempting delivery.

We can't re-dispatch orders that carriers return to us as undeliverable. If you still want to purchase items that were undeliverable, place a new order on our website.

If you suspect that your order can't be delivered as addressed, and you haven't received confirmation of its return or refund four weeks after from the estimated delivery date, contact us.

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