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178 FAQ

FAQ

Returned parcels correspond to parcels dispatched by recipients following a return of goods (new label - product code 8R).

Packages returned to sender correspond to various situations: instance exceeded, recipient refused, wrong address (...).

If your parcel is returned as "undelivered" then Royal Mail will refund the Post Office. However, if the parcel is acknowledged but returned to you, then it is the responsibility of the receiving customer to make arrangements with local customs to resend the parcel.

  • In the Euro zone, customs clearance starts at €1.  
  • For all shipments to the UK, below £135, it is up to you to take care of the customs clearance with legal entities.

Not eligible:

  • Shipments to the Isle of Man, Guernsey and Jersey are not eligible
  • Shipments containing items declared as gifts are not eligible
  • Items detained by UK Customs due to import restrictions
  • Items detained by UK Customs due to an unclear customs declaration regarding the contents of the consignment
  • Items with a total value of less than £135 or more than £900. Any items subject to excise duty (for example, cigarettes and alcohol)

  • All items on the list of items whose entry into UPU member countries is prohibited and/or restricted

This information is available in the Colissimo Entreprise back office - Tools and Services section › Display delivery method choices