Organize a Return Collection

Contents

Organising a collection

A return courier can collect eligible items for free and deliver them back to us. To arrange a collection for your return:

1. Go to Your Orders.
2. Locate the item that you want to return and select Return items.
3. If available, select Collection.
4. Follow the on-screen prompts and confirm your return.
5. Select Print label & instructions for detailed preparation guidance.

You’ll receive a confirmation email and can also access return collection instructions by:

1. Going to Your Orders.
2. Selecting View return label & instructions.

Returning heavy and bulky items

Items that weigh over 23 kg or measure longer than 175 cm are considered Heavy or Bulky. Some items arrive in multiple packages (multibox) for assembly or installation. Both types are eligible for return collection. For more information, go to Organise the Return Collection of a Heavy, Bulky or Multibox Order.

For Store items, go to Returning Heavy or Bulky Store Items.

Preparing for your return collection

Following these steps will help to ensure a successful collection:

• Package your item properly and securely.
• Attach your return label so that it’s clearly visible.
• Ensure that an adult is present during collection hours.
• For offices or apartments, leave the package at the reception.
• Have the package ready for signature if necessary.

Tracking your return collection status and courier details

Failed collection management

Your collection may fail if:

• An adult isn’t present during collection hours.
• Your return item isn’t packaged properly.
• Your package isn’t labelled properly.
• Your package exceeds size/weight limits.
• Your collection address couldn’t be located.

To reschedule a missed collection:

• We’ll automatically attempt collection for the next three business days. There’s no need to create a new return within this time frame as your current return remains valid.
• If three business days pass without a successful collection:
  1. Go to Your Orders.
  2. Select Return or Replace Items.
  3. Choose Collection.
  4. If the option is presented, add any specific collection instructions for the courier.
  5. Select a new collection date.
  6. Confirm your return.
  7. Review the Preparing for your return collection tips on this page to promote a successful collection.

Contacting your return courier

For help with all collections arranged via Amazon, contact Amazon Customer Service instead of the courier.

For returns that you booked yourself, contact your courier directly. To find courier contact details, go to Contact a courier.

Alternative return options

If a collection doesn’t work for you, you can:

• Return an item label free and box free at a Post Office
• Return an item at an Amazon Counter
• Return an item at a Hermes drop-off location