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Standard return

NOTICE:

  • dropshipping customer services no longer handle return request for United States orders placed since 12-01-2023 (mm-dd-yyyy).
  • For orders placed from 08-10-2024 (mm-dd-yyyy), return costs will be deducted from the refund. Details see section Return Costs.
  • For AU orders placed from 10-20-2024 (mm-dd-yyyy), the cooling-off period will be changed from 30 days to 14 days.

General Information:

We offer two different return methods.

  • Drop Off: The customer brings the packaged item to a local collection point
  • Pick Up: The carrier comes to your end customer’s address to collect the package. (This option is available for both parcel and pallet returns)

Drop Off is the default return method. Pick Up is only available if a valid reason is provided. (Please note: Except Romania, Denmark and Hungary)

If your end customer wants to choose a date for Pick Up, please allow a time frame of 48 - 72 hours between your reply and the pick-up date. For some carriers, it is not possible to choose a date.

How to Request a Return

Step 1

Check the return request and expected solution from your end customer are valid in applicable solutions. If not, please deny your end customer’s request.

Step 2

Send your return request to dropshipping customer services and include:

  • Order number
  • Reason for return
  • Expected solution: Full replacement / Full refund
  • SKU and quantity of items
  • Drop Off or Pick Up
    • If available, drop off will be used by default.
    • If customer requests Pick Up, please include collection address and pick up date (if chosen by your end customer)

Step 3

dropshipping customer services will confirm the return instructions. If applicable, return costs will also be confirmed.

Step 4

Provide return instructions to your end customer and ask them to confirm when the return is done.

Step 5

Check that the return label is active and inform dropshipping customer services.

If not active: request that your end customer provide the receipt for each package and send them to our customer services.

Companies that provide return receipt

Carrier Paper Email SMS
GLS AT √ × ×
AUS Post × √ √
Direct Freight √ × ×
Mondial Relay × √ ×
DPD NL × × √
(Not available for Nordic countries)
DPD RO √ × ×
DPD CH √ × ×
GLS DE √ × ×
DPD PL × √ ×
SEUR √ × ×
DPD HU √ √ ×
Bring √ × ×
Parcelforce √ × ×
UPS US √ × ×
Kuehne Nagel √ × ×
Thijs Logistiek √ × ×

Carriers that do not provide return receipt:

Carrier GLS EU/Bartolini/PostNL/Packs/ Yodel/ Parcelforce/UPS EU/Raben/Rabelink/Streck

Step 6

dropshipping customer services will process a refund or a replacement item for your end customer.

If a customer returns a product without informing you or insists on using their own carrier, we ask you to provide us with the following information:

  • Order number
  • Returned SKU
  • Reason for return
  • Size, weight, and number of packages (if not returned in the original packaging)
  • A clear copy of the return receipt, showing weight and number of returned packages and the worldmall warehouse address
  • Tracking number and carrier name

It will take longer to process returns that are sent directly from a customer as we have to wait until it arrives back at the warehouse.

Important:

  • dropshipping will not be responsible in case of loss or additional returns costs
  • Please ensure the weight or the number of packages you wish to return has the same weight or number as the original order you received
  • You must provide return labels to dropshipping customer services before the parcels arrive at our warehouse. Failure to provide return labels before delivery at our warehouse may mean we are unable to locate and check the product in our warehouse, and therefore unable to process a return.

Packaging

The items must be returned in its original state and packaging.

If the order needs to be repackaged, the size and weight of the new packaging must be similar to the original worldmall packaging and not exceed the carrier’s restrictions.

You must also inform customer services of the following:

  • The number of boxes that your end customer will use
  • The size and weight of each box

dropshipping will not be responsible for any additional shipping costs.