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.