How Do I Handle Customs Documents for a Return?

Quick Answer

If customs or a postal service asks for documents related to your international return, contact our Customer Care team and share the request or form you received so we can advise you. A return shipment with a high declared value can be delayed or held at customs, so keeping the declared value low and accurate for a returned item often helps it move through more smoothly. Because customs handling varies by country and carrier, please check with us before sending your return if you're unsure.

What customs documents might I need for a return?

When you return an item across a border, the carrier or postal service may ask you to complete a customs declaration form for the shipment. This form describes what's inside the package and its value. If you're asked for an invoice, declaration form, or any other document and you're not sure what to provide, contact our Customer Care team and we'll guide you for your specific return.

Please don't send your return before confirming the current return instructions with us, as the steps can vary by order.

What declared value should I use on a return shipment?

A returned item generally has a low value for customs purposes, so the declared value on a return shipment should be modest and accurate rather than matching the full retail price you originally paid. A high declared value can trigger extra duties, charges, or delays, and may cause the package to be held at customs.

Because the appropriate declared value depends on the destination country and carrier, contact our Customer Care team if you're unsure what to enter. We'll help you avoid common issues that hold up returns.

What should I do if my return is held or delayed at customs?

If your return package appears to be delayed, held, or intercepted by customs:

• Keep any message you receive from customs, the postal service, or the courier.
• Contact the courier or carrier directly to ask what's needed and whether the declared value can be adjusted.
• Let our Customer Care team know so we can advise on next steps for your order.

Please note that customs outcomes aren't guaranteed. Customs authorities or couriers may still request additional information even when the paperwork looks complete.

What happens after my return clears customs?

Once your return clears customs and reaches our warehouse, we'll receive and inspect the package. After that, your return or exchange can continue as usual. Refunds are issued to your original payment method, and exchanges are typically processed within about five business days of our receiving your return.

In what situations should I contact Customer Care?

Please reach out if:

• Customs or the postal service asks you for an invoice, declaration form, or other document.
• Your return package appears delayed, held, or intercepted by customs.
• You're unsure what declared value to use on your return shipment.
• The courier tells you the declared value must be adjusted.
• You'd like confirmation before submitting any customs documents.