What do I do if my package has been marked "Returned to Sender"?

There might be times when you're expecting a package, and suddenly you see that it has been marked as 'returned to sender' on the tracking status. This situation can be confusing, especially when you're unsure of the reasons and the steps to take next. This guide aims to provide clarity on what to do if your international package has been marked as 'returned to sender.'

Why was my package returned?

Before we delve into the steps you should take, it's important to understand why your package may have been returned to the sender in the first place. Here are common reasons:

1. Incorrect Address: If there's a mistake in the delivery address, the courier may not be able to deliver the package and return it to the sender.

2. Failed Delivery Attempts: If the courier made multiple attempts to deliver the package and was unsuccessful, they might return the package to the sender.

3. Unpaid Duties and Taxes: If the package was sent with duties and taxes unpaid (DDU) and these weren't paid within a certain timeframe, the package might be returned.

4. Package Refused: If the recipient refuses to accept the package, perhaps due to unexpected fees or a change of mind, it would be returned to the sender.

5. Customs Issues: If there's a problem with customs clearance, such as missing documentation or restrictions on certain goods, the package could be sent back.

What should I do?

If your package is marked as 'returned to sender,' here are some steps you can take:

1. Check the Tracking Information: Review the tracking information for any notes or reasons for the return. This can provide valuable context for your next steps.

2. Contact Passport: Get in touch with our Customer Experience Team to understand why the package was returned. We may be able to provide additional details not included in the tracking information, though this information is not always available.

3. Reach out to the Merchant or Online Store: Inform the seller that the package has been returned. They should be able to provide further assistance.

4. Verify your Information: Make sure the shipping address and contact information you provided to the seller are correct. An error or lack of clarity in these details is often the cause of returned packages.

What happens next?

The subsequent steps after a package has been returned to the sender can vary but are dependent on the merchant's policies and procedures:

• Reshipment: If the package was returned due to delivery issues or an incorrect address (that has since been corrected), the seller might reship the package. We advise contacting them as soon as possible.

• Refund: If the goods were damaged or lost, or if you no longer want them, the seller might process a refund. Remember, policies vary, and the original shipping cost might not be included in the refund. We advise checking with the seller directly for more information.

• Redelivery Fees: If the package needs to be sent again, be aware that you might have to pay for the shipping costs, especially if the return was due to a mistake on your end.

A package marked as 'returned to sender' can be disappointing, but it's typically a situation that can be resolved. Communication is key, so keep in touch with us and/or your merchant to understand why it happened and what can be done. Remember, mistakes happen, and with patience and understanding, the issue can often be fixed promptly.