Global Returns FAQ

General Questions

Must sellers use your labels?

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

 

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Do you provide labels?

Yes, labels will be provided by our trusted partner but sellers don’t have to use them. Shortly after registering, sellers will be set 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 get in touch for the pricing of return labels.
 

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Available 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, your returns can be sent to most countries from the returns processing hubs.
 

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Which countries are you offering at the moment?

Our partner currently offers local return address in 9 countries:

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

Returns from the following countries will be shipped to respective return hubs listed above before being consolidated and sent back to the seller. This list expands rapidly, so please get in touch if a country you’re looking for is not listed.

  • Austria
  • Belgium
  • Bulgaria
  • Croatia
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • Greece
  • Hungary
  • Ireland
  • Latvia
  • Lithuania
  • Luxembourg
  • Netherlands
  • Norway
  • Portugal
  • Romania
  • Slovakia
  • Slovenia
  • Sweden
  • Switzerland

 

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Shipping

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

Unfortunately not. The return hubs are not set up for the general public to visit. In addition, for your customers protection they are recommended to use a courier or postal service which can provide proof of delivery in the event of any dispute.
 

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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, please get in touch and find out how Global Returns can help!
 

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

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

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How are the returns traceable?

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

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

Sellers can expect the returns to be processed all within 2 working days of arrival at the return centres. Processing times can vary from one country to another slightly due to arrival times for post and couriers and peak times.
 

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How much does shipping cost?

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

Please get in touch for the latest quote.

 

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How often do you ship my returned items back?

A shipping rule will be set up based on your volumes and business needs. This can vary from weekly, every 2 weeks, monthly or every 60 days. For most sellers, returns are sent on a volume basis. e.g. each time a box or pallet fills.
 

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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.

Your shipping schedule is designed to suit your volumes & requirements. This will be discussed with you during the set-up of your account.
 

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

If the return was sent buy your customer’s choice of post or courier service, it is their responsibility to resolve the issue. If using a label generated in the label system, our partner will endeavor to trace the item. In the event of non-arrival standard compensation rates are available. Please ask for details.
 

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

Certain returns can be disposed if shipping is not required. Please ask for further details and costs.
 

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Which couriers do you use?

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

 

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Limitations regarding the returned items

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

We do not accept Items in excess of the maximum dimensions: 120cm mx length, individual items in excess of 5kg, or any items prohibited by couriers or postal services. If you are at all unsure please get in touch for clarification.
 

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Are there any weight or size limitations per individual return?

The maximum size Global Returns accepts is 120cm mx 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.
 

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Can Global Returns handle fragile items?

Please get in touch to discuss the nature of your items.
 

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What are the limitations regarding the returned items?

Generally speaking, items over 120cm in max length will not be accepted. This includes items such as furniture, carpets, industrial machinery, etc.
 

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

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

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Accounting & invoicing

How are the sellers invoiced?

Usually the seller receives a monthly invoice summarising 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.

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How do the sellers pay?

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

For non-EU based sellers, there are several options including bank transfer or PayPal (subject to fees) Please note an account deposit is required for all non-EU businesses.

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In which currencies can the seller pay?

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

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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 debit these will usually be collected within 15 days of invoice date.
 

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How do I start?

How long does it take to get set up?

Sellers can usually expect to be set up with return addresses the same day. The label portal takes 3 to 5 days but the seller can use the returns address and service in the meantime.
 

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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.
 

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This sounds great, how do I sign up?

Contact ICE now to begin your Global Returns setup!

View our Global Returns page

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