Global Returns FAQ

General Questions

Must sellers use your labels?

No, we accept returns by any post or courier method the sellers or their customer chooses. It’s important to ensure the address we supply includes your trading name or account code registered with us, so we can identify it on arrival.

Do you provide labels?

Yes, but sellers don’t have to use our labels. Shortly after registering with us we set you up with a dedicated label portal that can feature your branding. This can be used by either your staff or your customers to instantly generate free post labels that are charged to your account.

Please contact us for the pricing of return labels.

Available Countries

Which countries are you offering at the moment?

Currently we offer local return address in 9 countries:

  • USA
  • Canada
  • Australia
  • UK
  • France
  • Germany
  • Italy
  • Spain
  • Poland

For other countries in Europe where we do not have a physical address, we are launching label services by November 2018 that will allow you to get returns from most European countries.

I’m not located in one of those countries, is it still possible to consolidate in my country? (i.e seller located outside of EU)

Yes, we can send your returns to most countries from our returns processing hubs.

Shipping

How often do you ship my returned items back?

We set up a shipping rule based on your volumes and business needs. This can vary from weekly, every 2 weeks, monthly or every 60 days or for most sellers we send back on a volume basis, for example each time a box or pallet fills.

How fast are the returns processed after arriving at your addresses?

We aim to process all returns within 2 working days of arrival at our centres. Processing times can vary from one country to another slightly due to arrival times for post and couriers, as well as whether during peak times or not.

Which couriers do you use?

We use a variety of well-known couriers including DHL, TNT, DPD, UPS and many more. These vary from one country to another.

How much does shipping cost?

Our shipping rates are available on request as examples. Some shipments/routes will be quoted for prior to shipping.

Please contact us for the latest quote.

 

Can the seller arrange their own collections with their own couriers?

Unfortunately not, due to our agreements with our hub partners in each country, shipping is usually handled by them or us.

Can I use Global Returns for Amazon FBA returns?

If you use Amazon FBA or another fulfillment solution and need to have an address to remove stock to we can help. Please contact us and find out how!

Can a customer drop off a package at one of the return addresses?

Unfortunately not. Our locations are not set up for the general public to visit. Also for your customers protection they are recommended to use a courier or postal service which can provide proof of post. delivery in the event of any dispute.

How are the returns traceable?

You and your customer can track labels generated on our system. Once items have arrived at our processing hub, you will have access to tracking data via your returns report to see all items that have arrived and been processed.

What happens if a return from the buyer doesn’t arrive at the return address?

If the return was sent buy your customers’ own choice of post or courier service, it is their responsibility to track down the items. If using a label generated on our system, we will endeavor to trace the item. In the event of non-arrival standard compensation rates are available. Please ask for details.

What if the seller doesn’t want the items back?

We can dispose certain items if shipping is not required. Please ask for further details and costs.

Is it possible to change how often the consolidated returns are shipped to me?

Yes, it’s possible to change how often the consolidated returns are shipped to sellers, except for the USA which has fixed shipping schedules.

We can set up a shipping schedule to suit your volumes & requirements. This will be discussed with you during the set-up of your account.

Limitations regarding the returned items

What are the limitations regarding the returned items?

Generally speaking we do not accept any items over 120cm max length. This includes items such as furniture, carpets, industrial machinery, etc.

Are there any types of items that cannot be sent with Global Returns?

We do not accept items in excess of our maximum dimensions (120cm in max length) or any items prohibited by couriers or postal services. If you are at all unsure please contact us for clarification.

Can Global Returns handle fragile items?

Please contact us to discuss the nature of your items.

Are there any weight or size limitations per individual return?

Max size we accept is 120cm in length. Individual items in excess of 5kg will be subject to either a surcharge or charging as per our FBA / bulk package fees. Please ask for details.

What happens when an item exceeds the weight/size limitation?

The item may still be accepted but subject to either an oversize or FBA processing fee. Each location has the right to reject deliveries that do not meet our limits.

Accounting & invoicing

How are the seller invoiced?

Usually the seller will receive a monthly invoice. The invoice will summarise the number of returns per country and any shipments sent to them in the month.

In some cases the seller will receive an invoice in advance of large shipments.

How do the seller pay?

For EU based sellers the payment is made by Direct debit.

For non-EU based sellers we have several options including bank transfer or Paypal (subject to fees) Please note we require an account deposit for all non-EU businesses.

In which currencies can the seller pay?

The seller can choose GBP, Euros or US dollars at time of setting up the account.

What are your payment terms?

Payment terms will be stated on your invoice and are usually 15 days from date of invoice unless payment in advance is required for certain larger/expensive shipments.

For Direct debits these will usually be collected within 15 days of invoice date.

How do I start?

How long does it take to get set up?

We can usually set you up with return addresses the same day. Our label portal takes 3 to 5 days but the seller can use our returns address and service in the meantime.

Is there a contract or long-term commitment?

Global Returns operates a rolling monthly agreement. If the seller wishes to close their account they just need to give 30 days notice.

This sounds great, how do I sign up?

Contact ICE now to begin your Global Returns setup!

View our Global Returns page

Ready to get started?

Speak to one of our ecommerce experts today to discover how we can help you grow your international sales.

Start your free consultation