Providing an accurate shipping address is essential for successful delivery. If an order is sent to an incorrect address provided during the checkout or import process, the responsibility for the error lies with the sender.
Returned Packages
In most cases, the delivery service will attempt to return the package to the return address. As we handle your fulfilment, the package will be sent back to our production facility.
If this happens, we must wait for the item to be physically returned to us before we can take further action. Once it arrives, we will contact you to clarify the correct details. Please note that you will be required to pay the shipping costs again to have the item resent to the corrected address.
Lost or Unreturned Packages
Sometimes, packages sent to an incorrect address are not returned to us. They may be delivered to the wrong location or held indefinitely by the courier. If the package is not returned to our facility, it is considered lost due to incorrect information. In this instance, you will need to place a new order at your own expense if you still wish the recipient to receive the product.
Your Options
If you are in a hurry and cannot wait for the original package to be returned to our facility, you may choose to place a new order immediately at your own expense. This is often the fastest way to resolve the issue for your customer while waiting for the original parcel to potentially reappear in our returns.
How to Prevent Address Errors
The most effective way to avoid manual entry mistakes is to link your store directly to our platform:
Direct Integration: Connect your Shopify, Etsy, or WooCommerce shop so that customer addresses are imported exactly as the customer entered them.
Double-Check: Always verify house numbers and postcodes before submitting manual orders or CSV imports.