Standard return

Step 1

Check the return request and expected solution from your end customer are valid in applicable solutions. If not, please deny your end customer’s request.

Step 2

Send your return request to dropXL customer services and include:

• Order number
• Reason for return
• Expected solution: Full replacement / Full refund
• SKU and quantity of items
• Drop Off or Pick Up
  • If available, drop off will be used by default.
  • If customer requests Pick Up, please include collection address and pick up date (if chosen by your end customer)

Step 3

dropXL customer services will confirm the return instructions. If applicable, return costs will also be confirmed.

Step 4

Provide return instructions to your end customer and ask them to confirm when the return is done.

Step 5

Check that the return label is active and inform dropXL customer services.

If not active: request that your end customer provide the receipt for each package and send them to our customer services.

Companies that provide return receipt

Carriers that do not provide return receipt:

Step 6

dropXL customer services will process a refund or a replacement item for your end customer.

If a customer returns a product without informing you or insists on using their own carrier, we ask you to provide us with the following information:

• Order number
• Returned SKU
• Reason for return
• Size, weight, and number of packages (if not returned in the original packaging)
• A clear copy of the return receipt, showing weight and number of returned packages and the dropXL warehouse address
• Tracking number and carrier name

It will take longer to process returns that are sent directly from a customer as we have to wait until it arrives back at the warehouse.

Important:

• dropXL will not be responsible in case of loss or additional returns costs
• Please ensure the weight or the number of packages you wish to return has the same weight or number as the original order you received
• You must provide return labels to dropXL customer services before the parcels arrive at our warehouse. Failure to provide return labels before delivery at our warehouse may mean we are unable to locate and check the product in our warehouse, and therefore unable to process a return.