Returns


Please follow these steps to create a return label:

  1. Log in to your customer account using your login credentials.
  2. 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)
  3. Return details
    • Select the items and the respective quantity.
    • Indicate the reason for return.
    • Add a comment.
    • Click "Next".
  4. 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.
  5. 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.

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