Sometimes a package cannot be delivered and is returned to us. The most common reasons are: an incorrect or incomplete address, failure to pick up the package on time, a failed delivery attempt, or refusal to accept the package.
Below, we describe what we do in such cases and what our rules are for reshipping.
1) What happens when a package is returned?
When a package is returned to us, we’ll contact you via email to determine the next steps: reshipping to the correct address or issuing a refund (if possible for that type of product).
2) Reshipment
If you wish, we can reship the package to the correct address.
If the return is due to an error on our part (e.g., a labeling error), we will cover the cost of reshipment.
If the return is due to an incorrect address provided at the time of order or failure to pick up the package—the carrier’s costs for the return and reshipment are charged independently of us—so we ask that you cover the cost of reshipment.
On a one-time basis (the first such occurrence), we may reduce this cost as a gesture of goodwill. In subsequent cases, the full reshipment fee applies.
3) Refunds
If you decide not to have the item reshipped, we will process a refund (if applicable) once the package is returned to us. We will refund the order amount, but the shipping costs to the recipient and the costs of returning the package to the sender may be deducted.
4) How to Avoid a Return?
Before placing your order, please check that your information is correct: first and last name, phone number, and full address (street, house/apartment number, ZIP code, city). If you’re having your order delivered to a package locker, make sure you’ve selected the correct location.
If you notice an error immediately after placing your order, please contact us as soon as possible at sklep@pomidorlandia.pl. It is usually possible to correct the information before the package is shipped.