Returns: costs, what is refunded, EU return labels
In short
Returns are slow — allow up to 60 days for a parcel to come back to you. They come in two kinds. Involuntary returns (refused, not collected, undeliverable) cost the outbound price again plus a £2 customs-reversal fee; prepaid VAT is refunded for EU destinations once the parcel is back in the UK, duty is never refunded. Customer-initiated returns: Teleship can issue EU return labels on request on the same basis; for other markets the customer ships back with a local carrier.
Involuntary return (RTS)
- Carriers hold a parcel 2–7 days after a failed attempt (Failed delivery attempt, not home, collection deadlines, Return-to-Sender). Once scanned Return to Sender it cannot be redirected. The return journey is not prioritised by carriers: typically it takes up to 60 days for the parcel to reach you.
- Charged to you: the return leg (mirrors the outbound cost) + £2 processing for the tax-declaration reversal. The original shipping charge is not refunded.
- Refunded to your Teleship balance: EU import VAT, minus the return cost, once tracking confirms arrival in the UK. Outside the EU no VAT refund is claimable. Duty is not refundable anywhere.
Customer wants to return (EU)
- Ask support for an EU return label: cost = outbound cost + £2; the VAT refund is applied automatically when tracking shows the return.
- Faulty goods returned by the customer with their own carrier: have them mark the parcel "Returned British Goods", tick returned goods – defective, and include a copy of the original commercial invoice so no UK import VAT is charged on the way back.
Customer wants to return (US and other markets)
- The customer ships back with a local carrier to your UK address; mark as returned goods as above. Teleship does not yet offer a return service outside the EU.
Volume returns programme (portal, local return addresses) is available for merchants shipping >2,000 parcels/month — hello@teleship.com.
Still stuck? Contact our support team.