What happens if a parcel is not collected

Short answer: A parcel delivered to a pickup point can be collected for seven calendar days from when it arrives. After that it is automatically sent back, and the return shipping cost is deducted from the amount you get refunded.

Seven days at the pickup point

The seven calendar day deadline starts when the parcel actually arrives at the pickup point, not from when you receive the notification about it. If you are away or busy, it is a good idea to ask someone else to collect it for you in time.

Why the deadline cannot be extended

The pickup point has limited space and needs a steady flow of parcels to work for all customers. That is why the seven days is a fixed rule from the carrier, which neither we nor the pickup point itself can change for an individual case.

If the parcel comes back

If the parcel comes back to us because it was not collected, we contact you to ask whether you still want the items or have changed your mind. That gives you an extra chance to sort things out before the order is closed entirely.

If we cannot reach you

If we cannot reach you within a reasonable time, the order is automatically cancelled and the money is refunded to you minus the return shipping cost the carrier itself charges us for the trip back.

Why the return shipping is deducted

The return shipping is a real cost the carrier charges for sending the parcel back to the warehouse, regardless of the reason it was not collected. We cannot avoid that cost, which is why it is deducted from the refund.

If you still want the items

If you still want the items after the parcel has been returned, a completely new order has to be placed in the webshop. The parcel cannot automatically be sent out again, since the system has already logged it as a returned case.

Check stock before ordering again

Before placing a new order, it is worth checking whether the items are still in stock, since popular items can sell out during the time the parcel sat at the pickup point and on its way back.

How to avoid it going forward

Choose a pickup point you will actually pass within a week, or choose home delivery if you know you will be away. That saves both you and us the hassle of a returned parcel. See bamboo clothing for women and bamboo clothing for men.

Watch for messages about the parcel

Notifications that the parcel has arrived are usually sent by both text message and email. Check both, since a single message can get missed and you could end up overlooking the seven day deadline. See also news for updates on delivery times.