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How to return a PF item? TEST

Updated

Use this article if a customer is asking how to return their Partner Fulfil (PF) item(s)/order or if they need a new returns QR code / label. You can also see all of our brands and their returns method - via returns link or referral.

📢 For ASOS / Topshop / ASOS Fulfils (AFS) returns, follow article How do I create a return?

📦 Step 1: PF Returns

  • PF orders must be returned directly to the brand's warehouse, not to ASOS. Customer's cannot return to a physical store or combine brands/ASOS/Topshop returns. 

  • Most brands include a pre-printed returns label/returns note. Ask the customer to check inside the parcel for this and advise them: 

    1. To mark the item(s) they want to return on the returns note. 
    2. Attach the returns label to the parcel, making sure to cover the original delivery address. 
    3. Advise them to follow the instructions on the returns note for drop-off. 
    4. Remind them to keep hold of their proof of postage (POP). 

    📌Disposition: Returns & Refunds > Return Query > General Information

  • If the customer doesn't have a returns label, continue to Step 2.

📆 Step 2: Returns Timeframe

PF brands accept unwanted returns within the Returns Policy Timeframe (28 days) and in their original condition. 

Calculate 28 days from the day the parcel was delivered / available for collection using the tracking or from the Expected delivery date (EDD). 

  • Within timeframe, continue to Step 3. 
  • Outside timeframe and mentions an exceptional circumstance, follow article Exceptional Circumstances
  • Outside timeframe and the customer has a faulty/incorrect item, ensure you've followed the correct process (My PF item is faulty / My PF item/order is wrong) and continue to Step 3. 

  • Outside timeframe, advise the customer they can no longer return their order as they've passed the Returns Policy timeframe. 

    📌Disposition: Returns & Refunds > Return Query > Not Eligible

📄 Step 3: Returns Label

Use the table below to check whether you can create the return via a returns link or if you need to raise a referral. 
💡Use Ctrl + F on your keyboard to search for the brand.

⚠️If the customer is having trouble returning from a UK Channel Island, please provide the brand's address and advise we can refund their postage costs. See the brand's returns address here. 

  • 🔗Returns link = Share the link with the customer.

    ⚠️If the returns link isn’t working, please raise to your TL. Your TL will need to try creating the label using the returns link. If it's still not working, your TL will need to take a screenshot of the issue and raise this to Command Centre via Outlook. 

  • 📩Referral = Continue to Step 4. 

Brand

Delivery Country

Type

Link

Notes
28 Vintage All Returns Link https://www.royalmail.com/track-my-return#/details/8567  
adidas UK Returns Link https://www.royalmail.com/track-my-return#/details/4700  
adidas DE Returns Link https://www.dhl.de/retoure/gw/rpcustomerweb/OrderEntry.action?hash=9671406f495d3c53a014d65bd2d17af54593abb59cf01ac996b11a51766f68d9  
adidas ES Returns Link https://www.correos.es/es/es/particulares/enviar/devolver-un-paquete/portal-de-devoluciones?identificador=D79CFADIDASRETU  
adidas NL Returns Link https://jouw.postnl.nl/online-versturen/en-GB/retour 💡Enter '507' into 'Antwoordnummer' and '4460VB' into 'Postal code'.
adidas DK Referral Email N/A  
adidas FR Referral Email N/A  
adidas IT Referral Email N/A  
adidas PL Referral Email N/A  
adidas SE Referral Email N/A  
adidas IE Referral Email N/A  
Adore Me All Returns Link https://returns.adoreme.com/asos?marketplace_commercial_id=1000642353&zip_code=10013-3023  
Aim'n All Referral Email N/A  
AllSaints All Referral Email N/A  
ANF (Abercrombie & Fitch) UK Returns Link https://www.abercrombie.com/shop/uk/help/asos-order-lookup-anf  
Ann Summers All Returns Link https://return.royalmail.com/54d00140-2d42-47b8-a3ad-6435a29b7294  
Barney's Originals All Returns Link https://www.royalmail.com/track-my-return#/details/3480  
Berghaus UK Returns Link https://www.royalmail.com/track-my-return#/details/5928  
Berghaus DE Referral Email N/A  
Bestseller All Referral Email N/A  
Billabong UK Referral Email N/A  
Billabong DE Referral Email N/A  
Billabong FR Referral Email N/A  
Bluebella All Returns Link https://www.royalmail.com/track-my-return#/details/8732  
Boux Avenue All Returns Link https://bouxavenue.returns.international/  
Bread & Butter Collection All Referral Email N/A  
Cabin Max All Returns Link https://www.royalmail.com/track-my-return#/details/7214  
Cabin Max DE Returns Link https://returns.novazone.com/  
Cabin Max FR Returns Link https://returns.novazone.com/  
Cabin Max IT Returns Link https://returns.novazone.com/  
Cabin Max NL Returns Link https://returns.novazone.com/  
Calvin Klein All Referral Email N/A  
Calzedonia All Returns Link https://www.royalmail.com/track-my-return#/details/8471 💡Add '-CLZ-A' after the order number.
Cernucci All Returns Link https://returnsportal.co/version-live/r/cernucci?a=9ThG77Z&s=1&lang= 💡Add '-CRC-A' after the order number.
Charles & Keith All Returns Link https://returns.charleskeith.co.uk/  
Christie's Cupboard All Referral Email N/A  
Closet All Returns Link https://www.royalmail.com/track-my-return#/details/732  
Continental Textiles (Mcr) Ltd UK Returns Link https://www.yodel.co.uk/returns/continental-textiles  
Continental Textiles (Mcr) Ltd DE Referral Email N/A  
Continental Textiles (Mcr) Ltd ES Referral Email N/A  
Continental Textiles (Mcr) Ltd FR Referral Email N/A  
Continental Textiles (Mcr) Ltd IT Referral Email N/A  
Continental Textiles (Mcr) Ltd NL Referral Email N/A  
Converse All Referral Email N/A  
Cotton:On All Returns Link https://returns.inpost.co.uk/cottononxasosreturns  
Curvy Kate All Returns Link https://www.royalmail.com/track-my-return#/details/3938  
DC Shoes UK Referral Email N/A  
DC Shoes DE Referral Email N/A  
DC Shoes FR Referral Email N/A  
Desigual UK Returns Link https://www.desigual.com/GB/asos-new-return#/return-login  
Desigual DE Returns Link https://www.desigual.com/DE/asos-new-return/  
Desigual DK Returns Link https://www.desigual.com/DK/asos-new-return/  
Desigual ES Returns Link https://www.desigual.com/ES/asos-new-return/  
Desigual FR Returns Link https://www.desigual.com/FR/asos-new-return/  
Desigual IT Returns Link https://www.desigual.com/IT/asos-new-return/  
Desigual NL Returns Link https://www.desigual.com/NL/asos-new-return/  
DIA Studios All Returns Link https://www.royalmail.com/track-my-return#/details/6860  
Dickies All Referral Email N/A  
Dippin Daisys All Returns Link https://dippindaisys.com/apps/redo/returns-portal/login  
D Louise All Returns Link https://returnsportal.co/r/asos  
Dorina All Returns Link https://warehow.returns.international/  
Dune All Returns Link https://asos-dune.gfs-returns.com/  
Dyson All Returns Link https://www.dyson.co.uk/inside-dyson/terms/returns 💡It can take up to 48 hours to receive the label.
French Connection All Returns Link https://portal.greenfulfilment.co.uk/public/returns 💡Add '-FRC-A' after the order number.
FTI Online Ltd All Returns Link https://www.royalmail.com/track-my-return#/details/7735 💡Enter 'ASOS' into the 'Brand name*'.
Gardiner Bros All Returns Link https://www.royalmail.com/track-my-return#/details/6674  
Goddiva Ltd UK Returns Link https://goddiva.co.uk/pages/returns 💡Select 'ASOS' under 'Where did you place the order?'.
Goddiva Ltd DE Returns Link https://www.dhl.de/retoure/gw/rpcustomerweb/OrderEntry.action?hash=56e75cdf9857f843196293f29c921302cf344508a2752b0c45a0322f79aa82ca  
Goddiva Ltd ES Returns Link https://www.dhl.de/retoure/gw/rpcustomerweb/OrderEntry.action?hash=83f466f712d6031ab19f417c5017ddf4f5ebb8893375630fa4bfc782a5a436e4  
Goddiva Ltd FR Returns Link https://www.dhl.de/dhl-rpi/rosy-gui-anon/?hash=22160e214c45ea190bef1385270d37adbc9a6727d8685578733fd33ad09d5ebf  
Goddiva Ltd IT Returns Link https://www.dhl.de/retoure/gw/rpcustomerweb/OrderEntry.action?hash=63b42b2e78880cb9a505f9ec43b8e1dfc8246fd808d01aefb4e0480cc098b638  
Goddiva Ltd NL Returns Link https://www.dhl.de/retoure/gw/rpcustomerweb/OrderEntry.action?hash=5a8bede2a0cfb06151c442b11b9a67cb2f904f01c27f356760e5c55dbded6162  

Harry Brown

(A & D HOPE LTD)

 All Returns Link https://www.royalmail.com/track-my-return#/details/3174  
Hela Brands All Returns Link https://www.royalmail.com/track-my-return#/details/8471  
HERA Clothing All Referral Email N/A  
Hollister UK Returns Link https://www.hollisterco.com/shop/uk/help/asos-order-lookup-hco  
Hope & Ivy All Returns Link https://www.royalmail.com/track-my-return#/details/6872  
Hop Lun (Benelux) B.V. All Returns Link https://warehow.returns.international/  
Hunkemöller All Referral Email N/A  
Intimates Lingerie All Returns Link https://www.royalmail.com/track-my-return#/details/7233 💡Add '-ITL-' after the order number.
Intimissimi All Returns Link https://www.royalmail.com/track-my-return#/details/8471 💡Add '-CLZ-A' after the order number.
Kacoo Retail Ltd All Returns Link http://evri.com/return/direct?clientId=7619&childClientId=0  
Kickers All Returns Link https://www.royalmail.com/track-my-return#/details/5920  
Kurt Geiger All Returns Link https://kurtgeiger-asos.mp-returns.com/ 💡Add '-KGL-A' after the order number.
Levi's All Referral Email N/A  
Lovisa All Referral Email N/A  
LUSH All Returns Link https://www.evri.com/return-a-parcel 💡Non-liquid products only.
LUSH All Referral Email N/A 💡Liquid products only.
Luxottica All Referral Email N/A  
Lyle & Scott All Referral Email N/A  
Melissa Shoes All Returns Link https://www.melissashoes.co.uk/apps/returns  
Messina Hembry Clothing All Returns Link https://www.royalmail.com/track-my-return#/details/2120  
MIRZA All Returns Link https://our-returns.dpd.co.uk/MIRZA  
Moda Minx All Returns Link https://returns.bleckmann.com/consumer/MODAMINX 💡Add '-MDM-A' after the order number and include a space between the postcode.
Molly Studio LTD All Returns Link https://returns.reveni.io/missyempire  
Montce All Returns Link https://returns.montce.com/#/ 💡Add '-MNT-A' after the order number.
NA-KD All Referral Email N/A  
New Balance All N/A N/A Continue to Step 5.
Nobody's Child All Returns Link https://returns.nobodyschild.com/#/ 💡Add '-NBC-A' after the order number.
OMNES All Returns Link https://returnsportal.shop/omnes?isExternalSource=true 💡Add '-OMN-A' after the order number.
On All Returns Link https://returns.narvar.com/on-marketplace/returns?locale=en_BE  
OOSC Clothing Limited All Referral Email https://orders.oosc-clothing.com/find-my-order 💡Add '-OOS-A' after the order number.
OW Collection All Referral Email N/A  
Pilgrim All Returns Link https://www.pilgrim.net/return-asos 💡Add '-PLM-A' after the order number.
Playful Promises All Returns Link https://evri.com/return/direct?clientId=40&childClientId=24  
Plaza UK Returns Link https://www.royalmail.com/track-my-return#/details/2987 💡Add '-TIG-A' after the order number.
Plaza DE Returns Link https://row.ups.com/Entry/GuestAccess/90fefb39-ecc1-47b4-a7c8-afd6fe77607b  
Plaza ES Returns Link https://row.ups.com/Entry/GuestAccess/90fefb39-ecc1-47b4-a7c8-afd6fe77607b  
Plaza FR Returns Link https://row.ups.com/Entry/GuestAccess/90fefb39-ecc1-47b4-a7c8-afd6fe77607b  
Plaza IT Returns Link https://row.ups.com/Entry/GuestAccess/90fefb39-ecc1-47b4-a7c8-afd6fe77607b  
Plaza NL Returns Link https://row.ups.com/Entry/GuestAccess/90fefb39-ecc1-47b4-a7c8-afd6fe77607b  
Planks All Returns Link https://www.royalmail.com/track-my-return#/details/7880  
Pour Moi LTD All Returns Link https://www.royalmail.com/track-my-return#/details/8940  
PRNT All Returns Link https://our-returns.dpd.co.uk/MEESHA_GRAPHICS  
Public Desire All Returns Link https://www.royalmail.com/track-my-return#/details/491  
Puma All Returns Link https://www.evri.com/return-a-parcel  
Quiksilver UK Referral Email N/A  
Quiksilver DE Referral Email N/A  
Quiksilver FR Referral Email N/A  
Ralph Lauren All Returns Link https://www.royalmail.com/track-my-return#/details/9075  
Regatta Ltd. All Returns Link https://marketplaces.myreturnsportal.com/  
Remass All Returns Link http://www.royalmail.com/track-my-return/create/7863  
Renfold LTD All Returns Link http://www.chelseapeers.com/asos-returns  
River Island All Returns Link https://riverisland.returns.international/ 💡Add '-RVI-A' after the order number and include no spaces in the postcode.
Roxy UK Referral Email N/A  
Roxy DE Referral Email N/A  
Roxy FR Referral Email N/A  
RVCA UK Referral Email N/A  
RVCA DE Referral Email N/A  
RVCA FR Referral Email N/A  
Safilo UK Returns Link https://row.ups.com/GuestAccess/Guest/Entry?Company=b9c93167-d9eb-440e-852a-2f28c19d2268  
Safilo DE Returns Link https://row.ups.com/Entry/GuestAccess/d4304b12-4977-40f9-a397-5b9559452d59  
Safilo ES Returns Link https://row.ups.com/Entry/GuestAccess/d4304b12-4977-40f9-a397-5b9559452d59  
Safilo FR Returns Link https://row.ups.com/Entry/GuestAccess/d4304b12-4977-40f9-a397-5b9559452d59  
Safilo IT Returns Link https://row.ups.com/Entry/GuestAccess/d4304b12-4977-40f9-a397-5b9559452d59  
Safilo NL Returns Link https://row.ups.com/Entry/GuestAccess/d4304b12-4977-40f9-a397-5b9559452d59  
SCALPLERS All Referral Email N/A  
Second Wave Vintage All Referral Email N/A  
Self Service Ltd All Referral Email N/A  
SEQWL All Returns Link https://www.royalmail.com/track-my-return#/details/8761  
Simmi UK Returns Link https://our-returns.dpd.co.uk/Simmi_London_Limited  
Simmi Northern Ireland Returns Link https://www.royalmail.com/track-my-return#/details/2868  
Six Stories All Returns Link https://returnsportal.shop/six-stories?isExternalSource=true 💡Add '-SSL-A' after the order number
Sixth June All Returns Link https://www.sixthjune.com/pages/return-portal  
Skinnydip London All Returns Link https://www.royalmail.com/track-my-return#/details/6449  
Speedo UK Returns Link https://www.royalmail.com/track-my-return#/details/5932  
Speedo DE Referral Email N/A  
Staxstore All Referral Email N/A  
Stylideas All Referral Email N/A  
Superdry All Referral Email N/A  
Swarovski All Referral Email N/A  
Tezenis All Returns Link https://www.royalmail.com/track-my-return#/details/8471  
The North Face All Referral Email N/A  
Theincrementalgroup.com Ltd All Returns Link https://www.royalmail.com/track-my-return#/details/7867 💡Add '-TIG-A' after the order number.
Thomas Sabo UK Returns Link https://www.royalmail.com/track-my-return#/details/6266  
Thomas Sabo DE Returns Link https://www.dhl.de/dhl-rpi/rosy-gui-anon/?hash=99cdd4748fe0ecc1fc89d52e6b4bc320e977aa6d703b141e6e7bee10ef484e38  
Thomas Sabo ES Returns Link https://www.dhl.de/retoure/gw/rpcustomerweb/OrderEntry.action?hash=8f5b70508954e1d1e4b05f488da9af0fb395fde5744ccee78a1616526c3c2f35  
Thomas Sabo FR Returns Link https://www.dhl.de/retoure/gw/rpcustomerweb/OrderEntry.action?hash=6b4ff7f3ce08e8278a3cf6d49cfdab7b0870975289ba2e4d34e5561d7d9854a4  
Thomas Sabo IE Returns Link https://www.dhl.de/retoure/gw/rpcustomerweb/OrderEntry.action?hash=4bcf0260d7a619337acd87816c1a44e495843a404f673a376f0a0fae3d381911  
Thomas Sabo IT Returns Link https://www.dhl.de/retoure/gw/rpcustomerweb/OrderEntry.action?hash=f7fd2b28a73eec7469e5e58b75a113dca352d6c548d9d7b269554277d318fd83  
Thomas Sabo NL Returns Link https://www.dhl.de/retoure/gw/rpcustomerweb/OrderEntry.action?hash=aadebeab9df83ab8dd5e6aa7513536877335a11639898865a22acedc68d0db14  
Threadbare All Returns Link http://evri.com/return/direct?clientId=8299&childClientId=0  
Timberland All Referral Email N/A  
Time Products All Returns Link https://asos.shipping-portal.com/rp/  
Tommy Hilfiger All Referral Email N/A  
Vans All Referral Email N/A  
Watchstation All Referral Email N/A  
Westcoast Ltd All Referral Email N/A  
Whispering Smith UK Returns Link https://portal.greenfulfilment.co.uk/public/returns 💡Add '-WSL-A' after the order number. 
Whispering Smith DE Returns Link https://greenfulfilment.returningtechnology.com/ 💡Add '-WSL-A' after the order number. 
Whispering Smith ES Returns Link https://greenfulfilment.returningtechnology.com/ 💡Add '-WSL-A' after the order number. 
Whispering Smith FR Returns Link https://greenfulfilment.returningtechnology.com/ 💡Add '-WSL-A' after the order number. 
Whispering Smith IT Returns Link https://greenfulfilment.returningtechnology.com/ 💡Add '-WSL-A' after the order number. 
Whispering Smith NL Returns Link https://greenfulfilment.returningtechnology.com/ 💡Add '-WSL-A' after the order number. 
Yours Clothing All Returns Link https://www.royalmail.com/track-my-return#/dtails/3123  
  • If you require a referral, continue to Step 4. 
  • If the brand is New Balance, continue to Step 5. 
  • If the customer is able to successfully create the returns label, continue to Step 6.
  • If the customer hasn't received the label, continue to Step 7.

📨 Step 4: Refer

  1. Select the brand from the 'Carrier/Brand Referral' drop-down.
  2. Use 📌Macro 'Brand partner referral::Brand Partner Returns' to open a side conversation. 
  3. Check that the template is fully completed. If any fields are missing, copy the required information from ACOS. 
  4. Send the referral. 
  5. Submit the ticket as 'On hold with Carrier'. 

📌Macro: Action::We're passing over to a specialist team
📌Disposition: Returns & Refunds > Return Query > Referral

👟 Step 5: New Balance 

New Balance returns are created via the customer's tracking link. The customer can follow the steps on our help pages here. 

If the customer is having trouble, follow the below steps: 

  1. On ACOS, open the order's tracking link. 
  2. Scroll down to the bottom of the UPS tracking page and click the 'Return this parcel' button. 
  3. You’ll be presented with several options to create the label. Ask the customer what they'd prefer: 
    • Print Label: Download the label and share with the customer. 
    • Email Link: Enter the customer's email address to be sent to their email.  
    • Get Mobile Code: Paperless option, barcode to be shared with the customer.  
  4. Once the return has been created, the 'Return this parcel' button will change to 'View return label', this allows you/the customer to access the label. 

📌Disposition: Returns & Refunds > Return Query > Returns Label

🖨️ Step 6: Print Label

  • Once the returns label has been created, the customer will need to print the label and attach it to the front of their return. 

    ⚠️If the customer isn't able to print the label, follow article I can't print my returns label

  • Remind the customer to cover the original delivery address and to keep hold of their proof of postage (POP). 

📌Disposition: Returns & Refunds > Return Query > General Information

🧾 Step 7: Not Received

  • When the customer creates their label through the returns links, the label should appear instantly. 
  • If the label doesn't appear straight away, they may have their pop-ups blocked. Advise the customer how to allow pop-ups: 
    1. Ask the customer to make sure they haven't blocked their pop-ups.
    2. Ask the customer to check their junk/spam emails, as the label will also have been sent to the email address they've entered.
  • If the customer is still having trouble, please try creating the returns label for them using the link in Step 3. 

📌Disposition: Returns & Refunds > Return Query > General Information

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