Why have I been charged a redelivery / returns fee?Updated 3 days ago
Occasionally, orders are returned to our warehouse for various reasons. When this occurs, we issue our customers with a credit voucher so that they can replace their order through our website.
As our freight partners charge us a returns fee to send parcels back to our warehouse, we pass on a part of this cost to our customers. The returns fee is $10.95 and will be deducted from your return total. An applicable fee will also be charged to facilitate the redelivery of an order to the same or an alternative address.
The following are examples where a redelivery or returns fee will and will not apply:
| Fee Charged | Fee Waived |
| Parcel not collected from the Post Office or collection point. | Damage occurred in transit and the courier was unable to deliver. |
| The recipient is not known at that address or has moved. | Delivery has been deemed as lost in transit. |
| The address details are incorrect or insufficient. | Delivery has been made to the incorrect address (where the information provided was correct). |
| The delivery was refused. | |
| The recipient was in a hospital or hotel and has been discharged or checked out. | |
| Recall has been requested by the sender or recipient. |
FURTHER INFORMATION
My order has been "Returned To Sender" by the courier. What happens now?
Do you contact the recipient? What notifications do you send?
What if no one is available at the delivery address at the time of delivery?