Global Returns FAQ

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.

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.

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.

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

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.

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.

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

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.

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

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!

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.

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.

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.

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

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.

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

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.

Please contact us to discuss the nature of your items.

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.

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.

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.

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.

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

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.

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.

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