TL;DR:
Read the seller's return policy first: the window, the condition they accept and who pays for shipping.
Keep proof at every step: the order number, photos of the item, the label and the tracking number.
Track the parcel and check your statement for the refund, with a date to follow up if it does not arrive.
You ordered a pair of boots, they arrive a size too small, and the box is already open. Now the clock is running. Returns are easy when you do them in order and keep a bit of proof, and annoying when you leave them until the last day of the window. This guide covers the steps in the order they matter.
When to start
Straight away. Return windows are set by the seller, and the number of days is counted from a date the seller defines, such as delivery or dispatch. You only know which by reading the policy. Even if you are not sure you will return the item, read the policy the day it arrives.
Before you start
Find your order confirmation email or order page, and note the order number and the date.
Read the return policy on the seller's own site. Look for the return window, the condition required (unused, with tags, in original packaging), exceptions, and who pays for shipping.
Keep the original packaging if you can. If you cannot, pack the item carefully in something sturdy.
Note: Your rights on returns and refunds vary by country and by type of purchase, and sellers' policies differ. This is general information. If a seller refuses a return you think you are entitled to, check your local consumer information or ask a professional.
Step by step
Check the policy and the deadline: Write the last return date in your calendar now, with a reminder two days before.
Start the return from your account: Sign in to the seller, find the order and look for a return option. Choose the item and the reason. If it asks you to choose between a refund and an exchange, pick what you want.
Take photos: Photograph the item, any damage and the packing. Do this before sealing the box.
Pack it and add the paperwork: Include any form the seller requires. Remove or cover old shipping labels so only the new one is readable.
Get the label and send it: Print the label or use a code if the seller offers one. Attach it flat. Drop the parcel with the carrier, and ask for a receipt that shows the tracking number.
Track it: Paste the tracking number into your notes and check that it shows delivery to the seller.
Check the refund: Look at your statement or the seller's message for the refund, and keep a date to follow up.
Worked example: a return within the window
Say the boots were delivered on a Monday, and the seller's policy gives 30 days from delivery to start a return. Here is what a calm return looks like.
Day | What you do | Proof you keep |
|---|---|---|
Day 0 (Monday) | Boots arrive. You try them on and find they are too small. Read the policy. | Order number, delivery date |
Day 1 | Start the return in your account. Choose the reason and ask for a refund. | Screenshot of the return confirmation |
Day 2 | Photograph the boots, pack them, print the label. | Photos, the label |
Day 3 | Drop the parcel with the carrier. | Receipt with tracking number |
Day 6 | Tracking shows the seller received it. | Tracking screenshot |
Day 10 | Refund appears on the statement. | Statement line |
Check the window: day 30 is the last day to start, and the return was started on day 1, which leaves 30 − 1 = 29 days of margin. Had it been started on day 31, the seller could decline it. The photos and the receipt are your protection if the parcel gets lost or the seller says it never came.
The refund check
The refund usually goes back to the original payment method, and the seller or your bank may take some days to show it. The policy often says how long, so use their words, not a guess. If that date passes, write to the seller with your order number, the tracking proof and the date it was delivered to them. If you still get nowhere, contact the bank or payment provider that processed the payment and ask what options exist.
Compare the amount, too. If the shipping you paid was refundable, it should be in there. Suppose the boots cost 80 and shipping was 6. If the policy refunds the item only, you expect 80, and any difference should match the policy. If you expected 86 and received 80, check what the policy says before you complain.
Mistakes to avoid
Throwing away the packaging, labels or tags before deciding.
Missing the deadline by counting from the wrong date.
Posting without a tracking number. If it goes missing, you have no proof.
Using a link in an unexpected message to "arrange the return". Go to the seller's own site.
Not checking the refund. Look for it yourself.
Doing it faster
Keep return emails in one folder named "Orders" and note the last return date in your calendar the day the parcel arrives. If you want a second pair of eyes on a confusing policy page, DuckyHelper can see the page on your screen and explain what a clause means in plain words, though you should still read the policy yourself for the exact terms.
Frequently asked questions
What if the item arrived damaged?
Take photos right away and contact the seller before you return anything. Say what is wrong and ask how they want you to proceed.
Do I always have to pay for return shipping?
No. It depends on the seller's policy and sometimes on the reason for the return, so check before sending.
What if the label will not print?
Many sellers offer a code or a link to try again. Look in the return confirmation, or contact the seller.
Get started
