Returns
Please follow these steps to create a return label:
- Log in to your customer account using your login credentials.
- Access your order
- Go to "Orders" in the menu.
- Find the relevant order and click "Return" on the right.
(Orders older than 30 days cannot be returned)
- Return details
- Select the items and the respective quantity.
- Indicate the reason for return.
- Add a comment.
- Click "Next".
- Create return slip and shipping label
- Two tabs will appear: "Create DHL label" and "Create return slip".
- Select the appropriate option and print the documents.
- Manage returns
- Go to "Returns" in your customer account.
- There you’ll find an overview of all created returns.
- If necessary, you can reprint the return slip by clicking on "View details".
Please note that creating a return label is not possible in some exceptional cases:
- Customers from the following countries can now generate the return label themselves in their customer account:
Belgium, Bulgaria, Denmark, Germany, Estonia, Finland, France, Ireland, Italy, Latvia, Luxembourg, Netherlands, Austria, Poland, Romania, Slovakia, Spain, Czech Republic, Hungary, and Cyprus. (See instructions above) - Customers from Switzerland and the United Kingdom:
Must return their orders at their own expense and cannot generate a return label via their customer account. - Guest customers from Germany:
Can create their return label here: DHL Returns Portal.
Customers from all other countries are kindly asked to contact our customer service at info@terracanis.com to request a return label.