Return labels

Creating return labels is easy! You can create a return label for any parcel, at any time (before or after you’ve sent it), and you won’t pay for the label until it’s used.

How to create returns

You can either include return labels in your parcels, or send them out when a customer requests one.

1. Create the label

Create an order or open an existing order, scroll down to Manage Parcel, and click Create a return label.  
This return label is specific to this parcel, and can’t be used for other parcels
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2. Include instructions for your customer

When you create your return label you’ll see a link to download a short set of instructions. It’s a good idea to print or email these instructions along with the return label.
Alternatively you can direct them to returns.sendle.com to find instructions and drop-off locations.

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3. Send the label

Include it in the parcel – print the label and instructions, and slip them inside the outgoing parcel for your recipient to find.
If you’ve already sent off the original parcel you can post them separately.

Email it – save the return label and instructions to your computer and email them to your customer. 

4. Wait for the return to be sent

You won’t pay for your return label unless it’s used. The price is added to your invoice when the return is dropped off and scanned.

5. Track the return

Once it's been scanned you'll be able to track the return order (but you won’t see it anywhere in Sendle until it’s been scanned).
The return will appear in your Receiving list, plus original orders are linked to return orders, so you can keep track of what’s being returned to you. You'll see the link under Manage parcel.

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How does the customer send the return?

It’s pretty easy - they can always find instructions and locations by visiting returns.sendle.com

But, just so you know, here’s what they need to do once they’ve got a return label:

  1. Re-pack the parcel and attach the return label securely. 
  2. Drop their return at their closest drop off point or Post Office.

FAQs

Can returns be sent to a different address?

No. Return labels use the sender and recipient addresses from the original parcel, so they will always come back to the address they were sent from.

Can I hide my address for returns?

No. Your address will always be printed on the return label – otherwise our drivers won’t know where to deliver your parcel.

Can returns be sent express?

Unfortunately, no. Returns are always delivered at regular speed with our regular service.

Can return labels be used for other parcels?

Not really… but as long as the parcel is the same size and weight, and contains nothing prohibited, it’ll be fine. Check What Can’t I Sendle for a list of prohibited items.

For example, if you send out a replacement car radio and your recipient sends back the original faulty radio, you’re golden. 

If they send you back a couple of bricks instead, you’ll get an adjustment charge for the cost of delivering a heavier parcel. 

How long are return labels valid?

Indefinitely – so it’s a good idea to give your customers some guidance about how long you’ll accept returns for. Please note though that labels are only valid for up to 28 days.

Can I cancel a return?

No. Once you’ve created the label you can’t cancel it.
If your recipient doesn’t use the label you won’t see the return in your Receiving list. 

The label has been lost, can I create another one?

Yep! Just go to the original order and click Create return label to print a duplicate label.

The duplicate label has the same reference number as the original, so only one label can be used per return. This means if you send two labels and the recipient tries to use both of them, the second label will be rejected when it gets scanned.

Can I charge the customer for the cost of the return?

Sure, but not through Sendle. You’ll be invoiced for the return, so you’ll need to pass on the cost directly. There’s no way to have your customer pay postage when they drop off the return. 

How long will it take to arrive?

Depends on the route and the distance! Once the parcel is on its way you’ll be able to track the delivery from your dashboard.

I can’t create a return – what’s going on? 

If you’ve already created a return label and it has been used, you won’t be able to print another one. If that’s not the case, use the chat to get in touch so we can work out what’s gone wrong for you.

What if I use a PO box as my address?

That’s fine! The parcel will be delivered to your PO box, or to the nearest post office if it doesn't fit.

Get instant support with the Sendle Toolbox

If something goes wrong with your delivery or you need to make a change to your order, use the tools in the Manage Parcel section on the parcel tracking page.

Access Support Tools
You will need your Sendle reference number
to acess your parcel's tracking page.

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