If a parcel isn't collected from the pick-up point, can't be delivered because of incomplete address details, or the delivery is refused, the courier sends it back to us. This is not a standard return.
What it costs
- Unclaimed or undeliverable parcels incur a 20 € shipping and handling fee, which covers the return freight and processing. It's deducted from your refund.
- For orders outside the EU that are refused at delivery or at customs, the deduction is 40 €, because return freight and customs costs are higher.
What happens to my order?
Once the parcel is back at our warehouse, we refund the order minus the fee. If you'd still like the items, contact us at hello@liljathelabel.com and we'll arrange a reshipment.
Changed your mind about the order? Tell us, don't just leave the parcel.
- Not shipped yet: cancel the order free of charge in your account, or email us.
- Already on its way: let us know that you want to withdraw from the order, or collect the parcel and register a return in our returns portal. When you've told us you're withdrawing, the 20 € fee doesn't apply and only the actual return shipping cost is deducted.
A standard return is almost always the cheaper option, so it's worth collecting the parcel even if you already know you'll send it back.