Why is my return coming back to me?

Return from outside the EU

Returning from countries outside the EU is not possible. The return is therefore refused and sent back. Any customs fees are your own responsibility.

You used a return label from Celtic WebMerchant

Check the reason for the return. Look carefully at the box to see if there is a carrier sticker on it (e.g., "Address unknown" or "Label not readable"). Also, check if the product is still undamaged.

When are you entitled to a free new label? We will reimburse a new return label if:

• The package was not picked up in time at a pickup point, and you informed us of this in a timely manner
• Label errors

When do you need to arrange a new return yourself? In the following cases, you must purchase a new return label in our portal:

• The box was damaged (due to the carrier or incorrect packing), but the product is still fine. In that case, always use a new, sturdy shipping box.
• The package was returned without reason. Contact the carrier to find out the reason. They can then offer you free shipping as compensation.

Contact the carrier in the following situation

• Your product is damaged.
  Send a photo of the damage and your package number.

If the damage was caused by the carrier, you will receive a (partial) refund from the carrier.

Celtic WebMerchant cannot assist further in this matter. Returning is at the customer's risk.

You used your own return label

Then the package may have been returned for one of these reasons:

Error in the address

• The return address is incorrect or outdated
• There is a typo in the street name or postal code
• The barcode is damaged or unreadable

Problems with the shipping label

• There are multiple labels on the package
• An old label is still visible
• The package is insufficiently stamped

Logistical errors by the carrier

• The package is incorrectly sorted
• The package could not be delivered and was returned
   

Contents not allowed (customs or safety)

• The contents are not allowed for shipping
• The contents are not correctly declared

Packaging does not meet requirements

• The box is damaged during transport
• The carrier cannot guarantee the safety of the contents

Unknown cause

Contact the postal company if the reason is not clear. Only resend the package once it is clear what went wrong. This will prevent the problem from occurring again.

Celtic WebMerchant cannot reimburse the costs of the return shipment.
Return shipments are at the customer's risk.