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Help |
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Undeliverable packages |
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On occasion, packages are returned to us as being undeliverable. We are unable to resend orders that are returned to us as undeliverable. The reasons for undeliverable packages are usually due to:
Incorrect Address
If the delivery address is incorrect or outdated, the package is typically returned to us by the courier or the unintended recipient. We will contact you advising that you check the delivery address. We recommend you update your delivery address for this recipient at the time. View the Managing delivery addresses help page for details.
Unstated/Incorrect Rural Delivery identifier
For rural deliveries, the rural delivery code must be specified as part of the delivery address. If the rural delivery code is missing or incorrect, it is likely that the package will be undeliverable.
Delivery recipient restrictions
A delivery may be rejected by the recipient if it fails to meet certain regulations. For details on possible restrictions please review the Delivery restrictions help page.
Delivery refused
If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you still want to send these items, you may want to let the recipient know that a surprise is on the way.
When the carrier returns an undeliverable package to us, we issue a full refund (including shipping charges).
You are welcome to submit a new order after making corrections to address the specific problems noted above.
If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us.
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^ Back to top |
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Where to from here?
Problems with my order? 
How to pack and return my order
Our Refunds Policy
Undeliverable packages
Return to the Help Index
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