Order returned to sender, what should I do?Updated 11 days ago
Quick Answer
If your parcel is being returned to sender, please contact us as soon as possible via website chat or email [email protected] with your order number. We’ll confirm what happened and help arrange the best next step (reshipment or refund) in line with our Refunds & Returns Policy.
What You Need to Know
“Returned to sender” usually happens when:
- The address is incomplete/incorrect
- Delivery attempts were unsuccessful and the parcel wasn’t collected
- The carrier can’t deliver to the address as provided
What happens once it returns to us
Once the parcel arrives back with us (or our warehouse), we can typically help with one of the following outcomes:
- Reship your order
- We can arrange to resend your order to a corrected address.
- Additional shipping charges may apply for reshipment if the parcel was returned due to an address issue, missed collection, or another reason within the customer’s control. We’ll confirm the cost with you before we proceed.
- If the parcel was returned due to something outside of your control, such as an issue caused by the carrier, The Foot Collective can usually provide a reshipment free of charge.
- Refund your order
- If you’d prefer not to reship, we can process a refund once the return is received back and confirmed.
- Refunds are generally issued to the original payment method.
- Shipping fees are not typically refundable for returned-to-sender parcels, unless required by law or the return was caused by an error on our side.
Important note (policy alignment)
All requests are assessed case-by-case to ensure fairness and quality assurance and to comply with applicable consumer laws. For general returns and refund handling, refer to our Refunds & Returns Policy.
Helpful Alternatives
If you need your items urgently:
- You may prefer to place a new order right away (so you’re not waiting for the return-to-sender parcel to be processed), and then we can help with the original order once it returns.
Next Steps
Email [email protected] (or message us via website chat) with:
- Your order number
- Confirmation of your correct delivery address
- Any tracking details or screenshots showing “returned to sender”
We’ll confirm the status and guide you through the quickest resolution.