How can I request to return my package?

To arrange the return of your package, please follow these steps:

• Request Return with Retailer: Ensure you have requested the return directly with the retailer. You will need a prepaid returns label and the returns address from them.
• Log into Your Account: Log into your Forward2me account on our website.
• Select Package for Return: Navigate to the 'Package Inbox' section and select the package you wish to return.
• Upload Prepaid Label: If you have been provided with a prepaid return label by the retailer, upload it directly from your account. Select the option "I will upload a prepaid label."

• Use Domestic Service (if needed): If the retailer cannot provide a prepaid returns label, choose the 'Use Domestic Service' option to ship the package back using our Domestic Service.

If we experience any issues with the pre paid label/ returns address that you have provided or if we are unable to proceed further with the Return to Sender request for your package we will notify you via email as soon as possible.

The warehouse team will then prepare the shipment returns. 

Can I use a prepaid or retailer-issued label to return my package to the sender?

Yes, you can. If you wish to return a package to the retailer, you can submit a "Return to Sender" request via your account and upload your prepaid return label (including any relevant QR codes).

What happens if my prepaid return package is lost, delayed, or damaged?

forward2me cannot accept or process compensation claims for packages returned using a prepaid label. Because the shipping label was issued by a third-party retailer and not generated by forward2me, the shipping contract and liability rest entirely between you (the customer) and the retailer/shipping carrier who issued the label.

What should I do if my return is stuck in transit or undelivered?

If your tracking link shows no progress, or if the package is marked as undeliverable, please reach out directly to the retailer who provided the label or the shipping carrier (e.g., Royal Mail) to file a claim or trace the package.

Please note that we do not accept return labels for drop-off locations, as we do not have staff going through this locations. Returns should be collected by the courier directly from our warehouse

If you have further questions please contact Customer Experience Team.