Question 1

Can I include a return label with the outgoing parcel?

Accepted Answer

Yes. You are not charged for the label until your customer actually hands the return over to the carrier, so unused labels cost you nothing. This requires an integration and is available on the Enterprise plan.

Question 2

Can the buyer pay for the return?

Accepted Answer

Yes. You can set the buyer to pay the full cost, to cover part of it, or to return free of charge. This requires an integration with your shop and is available on the Enterprise plan.

Question 3

Does Shopreturns store returned goods and reship them?

Accepted Answer

Yes. Storage and reshipment are available on an individual quote, with a minimum monthly storage fee of 1500 EUR.

Question 4

Can EU customers return products to the UK after Brexit?

Accepted Answer

Yes. Returns from EU countries to the UK are still possible, but every parcel now crosses a customs border, which means documentation, possible charges and longer transit times that did not exist before Brexit. A local EU return route solves this. Customers return domestically, just like with an EU shop, and the parcel is handled at an EU hub instead of travelling straight back to the UK.

Question 5

Are customs charges applied to returns sent back to the UK?

Accepted Answer

In some cases, yes. Returns moving across the border may generate customs-related costs, especially when products re-enter international supply chains. Correct documentation is key, because properly declared returned goods may qualify for duty and VAT relief on re-import. ShopReturns handles the customs data for eligible flows. On eligible high-volume routes, bulk return data can also support reclaiming the €3 EU import duty through specialist partners.

Question 6

Why use a local EU return address instead of shipping directly to the UK?

Accepted Answer

A local EU return address reduces transport costs, avoids unnecessary cross-border movements, speeds up inspections and helps merchants restock goods faster. It is also better for the customer, who returns with a carrier they already know, such as DHL, Colissimo, GLS, Post AT, Correos or PostNL, using a QR code or a printable label. Many marketplaces, including Amazon, Zalando and eBay, also expect a local return option from sellers.

Question 7

What happens after a return arrives at the EU return hub?

Accepted Answer

The return is received, scanned (EAN), counted, optionally quality-checked and photo-documented, then reported to the merchant. The seller then decides the next step: restock, refund, forward to the UK, consolidate with other returns, donate or dispose.

Question 8

How quickly are returns processed?

Accepted Answer

Every return is inspected and verified within 48 hours of arriving at the local returns facility. If our check misses a fault, ShopReturns covers 100% of the item value.

Question 9

Can returned products be consolidated before being sent back to the UK?

Accepted Answer

Yes. Consolidating multiple returns into a single shipment is one of the most effective ways to reduce transport and customs costs. Instead of dozens of individual customs declarations, you get one shipment with one set of paperwork, sent back on a schedule that suits your stock needs.

Question 10

Can I use Shopreturns with just a few returns per month?

Accepted Answer

Yes, there is no minimum volume - you can use the service even for a single return per month. Up to 50 returns a month you are on our Basic package, which has a fixed monthly fee plus the cost of each return. Above that you move to Standard, with no monthly fee. Your package is set automatically based on your volume, with nothing to arrange.

Question 11

Can I include a return label with the outgoing parcel?

Accepted Answer

Yes. You are not charged for the label until your customer actually hands the return over to the carrier, so unused labels cost you nothing. This requires an integration and is available on the Enterprise plan.

Question 12

Do I need to sign a long-term contract or pay hidden fees?

Accepted Answer

No. No minimum contract period and no notice period - you can close your account at any time from your dashboard.

Question 13

Can I cancel my account at any time?

Accepted Answer

Yes. You close your account yourself in the dashboard. Returns already on their way to us are completed as normal and settled on your final invoice.

Question 14

How the 100% guarantee works?

Accepted Answer

We guarantee a refund of 100% of the product value, based on your invoice, if a return does not reach you within 10 business days - 30 days for the UK - from the scan at our foreign warehouse. The same guarantee covers parcels that arrive damaged or empty. This is written into our policy with a fixed timeframe, not assessed case by case.

Question 15

How are return costs settled?

Accepted Answer

We settle monthly. You attach a payment card when you register, and each month you receive an invoice with a detailed breakdown of every return.

Your rates are recalculated every month based on your volume from the previous month, so the price per return can differ from one month to the next. There is nothing to arrange - the new rates apply automatically from the first day of the month.

Question 16

Do I need to pay a monthly fee?

Accepted Answer

It depends on your volume. Up to 50 returns a month you are on Basic, which has a fixed monthly fee. From 50 to 300 returns a month you are on Standard, with no monthly fee - you pay per return only. Above 300 returns a month, Professional pricing is prepared individually for your business. Your package is set automatically each month based on your previous month's volume, with nothing to arrange.

Question 17

What are the maximum parcel dimensions under the standard pricing?

Accepted Answer

Width plus height plus depth under 150 cm. Larger returns are handled individually.

Question 18

From which countries can I organise returns?

Accepted Answer

Nine: the United Kingdom, Germany, France, Spain, Italy, Austria, the Netherlands, Belgium and Poland.

Question 19

Which carriers do you use, and are the return addresses real?

Accepted Answer

We work with the leading operator in each market: DHL in Germany, Colissimo in France, Royal Mail and Evri in the UK, GLS in Italy, Correos in Spain, PostNL in the Netherlands and Belgium, and Post AT in Austria. Unlike operators who rely on virtual addresses, we provide real physical return points in every country, which builds trust with customers and removes the risk of rejected parcels.

Question 20

How fast does Shopreturns verify returns?

Accepted Answer

Within 48 hours of the parcel being received at our return point in your customer's country. From that moment you have the return status in your dashboard, so you can process refunds faster, keep a strong rating on marketplaces such as Amazon, Zalando and eBay, and stay in control of your stock and customer communication.

Question 21

Where can I find the foreign return addresses?

Accepted Answer

In the dashboard, under Virtual addresses. They are available as soon as the account is active, ready to be published in the shop's return policy and in marketplace seller settings.

Question 22

What integrations are available?

Accepted Answer

Marketplaces: Amazon and eBay. Shop platforms: Sellasist, IdoSell, PrestaShop, Shopify and PlentyMarkets. If your setup isn't on the list, a custom integration is available. You'll find them in the dashboard under Integrations, in the account menu - click your avatar in the top right corner. Some connect directly, others come with an installation guide for the module. Webhooks are available in the same menu.

Question 23

What can I configure in the dashboard?

Accepted Answer

You can set delivery addresses, define quality check preferences for your products, and download reports and labels.

Question 24

Can I see all returns in real time?

Accepted Answer

Yes. You get full visibility of every shipment, from the scan at the foreign warehouse to final delivery at yours, in a dashboard built specifically for online sellers rather than adapted from a general logistics tool.

Question 25

Can I download a monthly report?

Accepted Answer

Yes. All reports export to Excel or PDF.

Question 26

What is the difference between the Manual and Standard packages?

Accepted Answer

Manual Return is a self-managed return option. The customer sends the parcel to a local return address using their own shipping method, and the return is identified and registered manually after arrival at our warehouse.

Standard Return is a more automated solution. The customer receives a prepaid local return label generated through ShopReturns, making the return process easier, faster, and more convenient for both the customer and the merchant.

Question 27

How do I start and set up an account with Shopreturns?

Accepted Answer

To start using Shopreturns, you first need to register an account on their website. After registering, you must sign the agreement using the manual version option and add your credit card details to the system. Once set up, your card will be charged automatically every time a return is received, along with a €98 fee if you process fewer than 50 returns per month.

Question 28

How do I get a return label or QR code?

Accepted Answer

It depends on how the shop you bought from has set up returns. It may be a dedicated page where you pay for the return, a link in your email leading to a page where the label is generated, or another solution the shop has chosen. Follow the return instructions from the shop - everything you need is there.

Question 29

Do I need to print anything?

Accepted Answer

Usually not. Where the carrier supports it, you can use a paperless QR code. If the carrier doesn't, or if you prefer paper, you can download a PDF label and print it.

Question 30

Do I need an account to make a return?

Accepted Answer

Yes. You create an account before starting your return, which also lets you track it at every stage.

Question 31

Where can I drop off my parcel?

Accepted Answer

At your carrier's drop-off point, using the QR code or PDF label you receive. Where you can drop it off depends on the carrier and the country - you'll see the details together with your label.

Question 32

How long does it take for my return to reach the shop?

Accepted Answer

Usually 5 to 10 working days, depending on the country and courier.

Question 33

Can I use Shopreturns with just a few returns per month?

Accepted Answer

Yes, there is no minimum volume - you can use the service even for a single return per month. Up to 50 returns a month you are on our Basic package, which has a fixed monthly fee plus the cost of each return. Above that you move to Standard, with no monthly fee. Your package is set automatically based on your volume, with nothing to arrange.

Question 34

Which marketplaces do you support?

Accepted Answer

Return flows aligned with Amazon, eBay, Zalando, Allegro, Temu, Otto, Kaufland, About You and Etsy, plus additional regional and niche platforms. Beyond that, we have direct integrations with Amazon and eBay, with more platforms coming.

Question 35

Is marketplace pricing different from standard returns?

Accepted Answer

Yes, a marketplace return is priced lower, because the marketplace covers the cost of the local return leg in the customer's country. A standard return from your own shop doesn't have that, so the full journey is on our side. Warehouses, verification and the guarantee are identical either way.

Question 36

Do marketplaces require a local return address?

Accepted Answer

In several European markets a local return address is effectively an expectation rather than an option. Without one, sellers usually pay more for reverse shipping and lose control over processing speed.

Question 37

Does my returns setup affect how I perform on the platform?

Accepted Answer

Yes, in two ways. Late responses to return requests and refund behaviour feed into account health scoring on most large platforms. And on most of them delivery time is a ranking input, so sellers shipping from a local address in the customer's country compete on the same terms as domestic sellers.

Question 38

Can the marketplace refund my customer automatically once the parcel arrives?

Accepted Answer

Yes. Enable the integration with your marketplace and set automatic refunds on the platform side - the refund is then triggered once we confirm the return. Availability depends on what each marketplace allows.

Question 39

Do you use the return carriers preferred by Zalando?

Accepted Answer

Yes. In every country where we operate we use the carrier Zalando requires - no other carrier is accepted on that platform.

Question 40

Do non‑EU sellers need an EU return address?

Accepted Answer

In many cases, yes. Marketplaces and EU sales channels often require a local return option. Amazon is the clearest example: in the UK, Germany, France, Italy and Spain, sellers fulfilling from outside the country must provide either a domestic return address or a returnless refund for items up to £20 or €25 including VAT. Without a local address, the customer keeps the product and you lose both the item and the refund.

Question 41

What are the biggest challenges for non‑EU brands accepting EU returns?

Accepted Answer

The main challenges are customs costs, longer transit times, compliance requirements and the cost of shipping returned goods back outside the EU. On top of that, each country tends to become a one-off process with different carriers, documents and rules. Returned products can also lose value while stuck in transit.

Question 42

Why are returns more expensive than outbound shipments?

Accepted Answer

Outbound orders travel in bulk, while returns travel one parcel at a time, internationally. Each return may need its own customs documentation. Costs can arise not only on the initial shipment but also during returns, replacements and exchanges. Some charges, such as the €3 EU import duty, are not automatically refunded when an item is returned.

Question 43

Can I keep returned products inside the EU instead of shipping them back overseas?

Accepted Answer

Yes. Many brands choose local inspection, resale, refurbishment, donation, recycling or EU restocking to avoid unnecessary international transport. With ShopReturns, you set decision rules based on market, product value, condition and your own policy, so each return goes where it makes the most financial sense.

Question 44

Does an exchange generate additional customs costs?

Accepted Answer

For many non‑EU sellers, yes. An exchange means a new shipment from outside the EU, which can trigger the same customs obligations as the original order. When the original item also goes back overseas, you pay for border crossings in both directions. Keeping returned stock in the EU and using it for replacements can reduce this significantly.

Question 45

How does ShopReturns help non‑EU sellers?

Accepted Answer

ShopReturns provides local EU return addresses, 48-hour return verification, consolidation, reporting and operational support that reduce the complexity of cross-border returns management. The process starts with route mapping. We look at where you sell, what you sell, your average order value and return rate, then design the return route, customs requirements and final destination with you. A dashboard shows which markets, products and return reasons create the real cost. Pricing starts from 2.99 per return.

Question 46

Is this relevant for US, Canadian and Australian brands?

Accepted Answer

Yes. Any brand shipping to European customers from outside the EU, including sellers from the US, Canada and Australia, faces the same issues: customs on returns, long transit times and marketplace requirements for a local return address.

Question 47

What happens to returns that cannot be resold?

Accepted Answer

The shop decides. They may be sent for recycling or disposal, or reintroduced into circulation, for example resold with proceeds going to a charity chosen by the shop.

Question 48

How does Shopreturns care for the environment?

Accepted Answer

By providing local return addresses we reduce the need to send parcels across Europe, cutting the carbon footprint. We also give shops the option to handle returns responsibly, through recycling, donations, or giving products a second life.

Question 49

Can Shopreturns transfer returns to charity?

Accepted Answer

Yes - you tell us where we send it.

Question 50

How can I track my return?

Accepted Answer

Once you hand the parcel over at the carrier's drop-off point you receive a tracking number and a link showing every stage of its journey. It can take a few hours before the first status appears. You are notified again as soon as the return is scanned at the Shopreturns warehouse.

Question 51

What happens if my parcel gets lost or damaged?

Accepted Answer

If your parcel doesn't arrive, we refund you the cost of the return. Damage is different: pack your return properly, because if a parcel arrives damaged due to inadequate packaging we can't file a claim with the carrier - carriers reject those claims.

Question 52

Who decides about my refund, Shopreturns or the shop?

Accepted Answer

The final decision is always made by the shop. Shopreturns manages the logistics and provides full documentation.

Question 53

What are my rights when shopping online in the EU?

Accepted Answer

You have the right to withdraw from your purchase within 14 days without giving any reason. The shop must accept the return and issue a refund.

Question 54

Can I include a return label with the outgoing parcel?

Accepted Answer

Yes. You are not charged for the label until your customer actually hands the return over to the carrier, so unused labels cost you nothing. This requires an integration and is available on the Enterprise plan.

Question 55

Can I use Shopreturns with just a few returns per month?

Accepted Answer

Yes, there is no minimum volume - you can use the service even for a single return per month. Up to 50 returns a month you are on our Basic package, which has a fixed monthly fee plus the cost of each return. Above that you move to Standard, with no monthly fee. Your package is set automatically based on your volume, with nothing to arrange.

Question 56

Why are returns from the UK priced individually?

Accepted Answer

Because each return has to be matched to the exact original shipment it came from not a similar one, the specific one. Our people in the UK make that link by hand, and it's what allows the return to re-enter the EU with no VAT to pay on import. Get it wrong and the seller pays VAT on their own returned goods.

That work depends on volume, product category and how the goods were originally exported, so a published rate would be misleading for most sellers.

Question 57

Do you handle the customs paperwork?

Accepted Answer

Yes, all of it - including matching each return to its original shipment, which is what keeps the goods free of import VAT. One condition: we need the data about the original shipment before we can start processing returns, so this is set up at the beginning of the cooperation.

Question 58

Do I pay import duty again on my own returned goods?

Accepted Answer

We handle the full customs documentation for you, and matching each return to its original shipment is what keeps the goods free of import VAT. For this to work we need the data about the original shipment before we start processing your returns - that's set up at the beginning of the cooperation.

Question 59

How does consolidation reduce customs cost?

Accepted Answer

We process customs clearance in bulk - one cleared shipment covering many returns, instead of one declaration per parcel. The per-return share of the clearance cost falls as your volume rises.

We also use AI to assign HS codes accurately and to automate the exchange with customs systems, and almost every part of the clearance is handled in-house. That makes it cheaper and considerably faster than routing it through an external agency.

Question 60

Is my customer affected by any of this?

Accepted Answer

No. They drop the parcel at a local point in their own country using a local carrier. Everything cross-border happens afterwards, on our side.

Question 61

Do returns within the EU require customs paperwork?

Accepted Answer

No, as long as the goods were shipped from within the EU in the first place. Returns moving between EU member states stay inside the customs union, so there is no export declaration, no import duty and no commercial invoice to prepare.

It works differently if the original order was shipped from outside the EU - from the UK, for example. Those returns follow separate rules, so contact us and we will go through your setup.

Question 62

What happens after the parcel reaches your warehouse?

Accepted Answer

We scan the EAN and check the return against the data in your account. Our operator then goes through the checks you selected in your settings - the list is yours to choose from, so one seller may want to know whether the goods are wet, another whether they're dirty. If there's a problem, we photograph it and mark the item as damaged in the system. Everything is visible in your dashboard, and you decide what happens next: restock, refund, donate or recycle.

Question 63

What do you need in order to verify my returns?

Accepted Answer

EAN numbers in the system. Verification works by matching the scanned product against your data, so without EANs we can't check quantities and quality checks may not be possible either, since a quality check can run without a quantity check, but not without identifying the product.

Question 64

Do you offer product quality and quantity verification?

Accepted Answer

Yes. Quality Check verifies the condition of returned products and Count Check verifies quantities. You define the criteria for your own products.

navigation

Direct sellers returns

EU → UK Returns

Getting started with Shopreturns

Making a return

Marketplace returns

Non‑EU → EU Returns

Sustainability and donations

Tracking and refunds

UK → EU Returns

Within EU Returns

Offices

Solutions

Resources

Socials

Certified Environmental Management System

member of

navigation

Direct sellers returns

Can I include a return label with the outgoing parcel?

Can the buyer pay for the return?

Does Shopreturns store returned goods and reship them?

EU → UK Returns

Can EU customers return products to the UK after Brexit?

Are customs charges applied to returns sent back to the UK?

Why use a local EU return address instead of shipping directly to the UK?

What happens after a return arrives at the EU return hub?

How quickly are returns processed?

Can returned products be consolidated before being sent back to the UK?

Getting started with Shopreturns

Can I use Shopreturns with just a few returns per month?

Can I include a return label with the outgoing parcel?

Do I need to sign a long-term contract or pay hidden fees?

Can I cancel my account at any time?

How the 100% guarantee works?

How are return costs settled?

Do I need to pay a monthly fee?

What are the maximum parcel dimensions under the standard pricing?

From which countries can I organise returns?

Which carriers do you use, and are the return addresses real?

How fast does Shopreturns verify returns?

Where can I find the foreign return addresses?

What integrations are available?

What can I configure in the dashboard?

Can I see all returns in real time?

Can I download a monthly report?

What is the difference between the Manual and Standard packages?

How do I start and set up an account with Shopreturns?

Making a return

How do I get a return label or QR code?

Do I need to print anything?

Do I need an account to make a return?

Where can I drop off my parcel?

How long does it take for my return to reach the shop?

Marketplace returns

Can I use Shopreturns with just a few returns per month?

Which marketplaces do you support?

Is marketplace pricing different from standard returns?

Do marketplaces require a local return address?

Does my returns setup affect how I perform on the platform?

Can the marketplace refund my customer automatically once the parcel arrives?

Do you use the return carriers preferred by Zalando?

Non‑EU → EU Returns

Do non‑EU sellers need an EU return address?

What are the biggest challenges for non‑EU brands accepting EU returns?

Why are returns more expensive than outbound shipments?

Can I keep returned products inside the EU instead of shipping them back overseas?

Does an exchange generate additional customs costs?

How does ShopReturns help non‑EU sellers?

Is this relevant for US, Canadian and Australian brands?

Sustainability and donations

What happens to returns that cannot be resold?

How does Shopreturns care for the environment?

Can Shopreturns transfer returns to charity?

Tracking and refunds

How can I track my return?

What happens if my parcel gets lost or damaged?

Who decides about my refund, Shopreturns or the shop?

What are my rights when shopping online in the EU?

UK → EU Returns

Can I include a return label with the outgoing parcel?

Can I use Shopreturns with just a few returns per month?

Why are returns from the UK priced individually?

Do you handle the customs paperwork?

Do I pay import duty again on my own returned goods?

How does consolidation reduce customs cost?

Is my customer affected by any of this?

Within EU Returns

Do returns within the EU require customs paperwork?

What happens after the parcel reaches your warehouse?

What do you need in order to verify my returns?

Do you offer product quality and quantity verification?

Are returns sent back individually or in bulk?

When will returns be sent back from Shopreturns?

The tracking shows delivered, but the return hasn't reached Shopreturns.

What if a return doesn't reach my warehouse?

What if a parcel arrives damaged or empty?