Failed delivery attempt, not home, collection deadlines, Return-to-Sender
In short
The last-mile carrier leaves a notice, tries again, or takes the parcel to a pickup point; most carriers hold it 2–7 days before scanning it Return to Sender. Once RTS is scanned it cannot be redirected — it comes back to you and return costs apply (Returns: costs, what is refunded, EU return labels).
- Customers can usually rebook or redirect on the carrier's site with the local tracking number shown on the Teleship tracking page; give them the phone number and email at checkout so the carrier can reach them.
- Ask us to intervene when: the customer never got a notice, the pickup point is wrong or unreachable, or the address needs a small correction (Changing the address after dispatch).
- Stop & return requests are sent to the carrier immediately, but interception depends on where the parcel is; it's not guaranteed and the return leg is charged.
- Refused or uncollected parcels are not refundable as shipping; VAT is refunded for EU returns once the parcel is back (Returns: costs, what is refunded, EU return labels).
Still stuck? Contact our support team.