Can I return my item?

Yes you can subject to retailers return policy. You need to be aware of their return policy before initiating the return process. We charge a service fee of £5 for return handling for packages up to 10kg in weight or volumetric weight, whichever is greater. Shipping, duties and taxes associated with the exchange will be the sole responsibility of the client. All fees, including shipping, service and handling, are non-refundable.

The service include preparation of the return package, complete any enclosed return form, repackage if necessary, order return postage (chargeable, if not provided) and get it ready for Carrier collection, or drop it off to the Carrier’s depot (additional cost may apply). Return instruction may vary depending on the retailer. You need to arrange the return with the retailer and provide us with instructions.

Note: The return handling fee for over 10 kg is chargeable per week taking into account storage and handling fee. Should you need to return packages over 10 kg and up to 25 kg weight or volumetric weight, the return handling fee is £10/week. For over 25 kg, it is £20/week. It may take up to 3 working days for us to get your package ready for return and we are not responsible for any delay.

There are two scenarios depending on where the goods are

If you already received the goods:

  1. Recheck the retailer’s return policy. If retailer accept return proceed to step 2
  2. Fill up the request for support form by including Forwardvia’s order number and any information related to the return of the item
  3. Inside your return package, include a copy of the retailer invoice clearly indicating the item you would like to return. Follow any other instructions according to retailer’s return policy
  4. Package the item securely and ship to Forwardvia Address using fully insured and trackable carrier
  5. We notify you when we received your package. You make payment for the Return Handling service fee, any associated shipping/delivery, taxes and duties (if applicable)
  6. We dispatch the package for return and notify you the details

If the goods are still with ForwardVia:

  1. Once we notify you that we receive your package, let us know which package reference number you would like to return
  2. Recheck the retailer’s return policy and provide us the return instructions
  3. We will send you an invoice for you to make payment. You make payment for the Return Handling service fee, any associated shipping/delivery service
  4. We complete any return document and prepare your package for return
  5. We dispatch the package for return and notify you the details
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