Organise the Return Collection of a Heavy, Bulky, or Multibox Order

Learn about organizing the return collection of heavy, bulky, or multibox items.

Some products are eligible for free return collection. If the item is eligible, you'll find this option in Your Orders.

Heavy or bulky items are over 23 kg or have any side longer than 175 cm. An item delivered in more than one package is considered "multibox". Both are eligible for a return collection. For Marketplace items, bought from a third-party seller, go to Returning Heavy or Bulky Marketplace Items.

Organising a collection

A return carrier can collect eligible items 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. Follow the on-screen prompts and schedule a date and time for your pickup.

You'll receive a confirmation email and can also access return collection instructions in Your Orders by:

  1. Locating the returned order.
  2. Selecting View return label & instructions.

For heavy or bulky items, you don't need to print any return labels. The driver will attach the label when they collect the product at your location. For items delivered in mulitiple packages ("multibox items, make sure to collect all parts and package them. The pickup carrier will bring the return labels once they collect the product.

Preparing your heavy or bulky item for collection

To help ensure a smooth collection, we recommend the following:

  • Clean the item and remove any waste.
  • Disconnect the device from electricity and, if applicable, water supply.
  • Fridges and freezers must be empty and defrosted.
  • Drain all water from washing machines, dryers, and dishwashers, including the inlet hose and fluff filter.

If you need to reschedule your pickup, cancel the existing appointment first, then schedule a new one. If the cancellation option isn't available, contact us for assistance. Go to our Heavy or Bulky Items returns policy f or more details.

Tracking your return collection status and carrier details

To track your return details:

  1. Go to Your Returns.
  2. Find the returned order.
  3. Select View Return/Refund Status.

Failed collection management

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, cancel the original return. Then, schedule a new collection date and time.

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.