Organise a Return Collection

Contents

Organising a collection

A return carrier 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

For items weighing over 31.5 kg or with any side longer than 175 cm:

• Go to Your Orders and select Return items. You'll be routed to a specialty team who will create a home collection appointment for your heavy and bulky items.
• Go to our Heavy and Bulky Items returns policy for more details.
• For Marketplace items, go to Returning Heavy and Bulky Marketplace Items.

Rescheduling a heavy and bulky item collection

To change your preferred heavy bulky item collection date:

1. Go to Your Orders.
2. Select Return or Replace Items.
3. Choose Reschedule Pickup.
4. Follow the on-screen prompts to select a different collection date.

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's 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 carrier details

To track your return details:

1. Go to Your Orders.
2. Select Return or Replace Items.
3. View your return status and collection details.
4. Find your return carrier's name in your return 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 timeframe 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 carrier.
  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 carrier

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

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

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