Returns Policy

Returns Policy

Why was my order returned to sender (RTS)?

You will receive notification emails from FodaBox on daily basis regarding your order being RTS. Usually, this could happen because of the following situations:

  1. RTS due to an incomplete or incorrect delivery address
    In the event that your shipping address is not precise for the transportation services or drivers to recognise and allocate with the help of Google maps, mostly due to the wrong postcode. The order will be then stored in a depot awaiting supporting information. In case, there is no instruction received within the given timeframe or the new shipping address is outside the current service area, the parcel will be RTS.
  1. RTS due to unsuccessful deliveries
    In the event that your order is undeliverable after 3 attempts and held at the couriers’ premises for a fixed period of calendar days without being collected, it will be automatically applied RTS.
  1. Customer refused the package/ Customer moved
    In the event that the recipient refused the order, possibly because the person was not notified about the delivery, or because the packaging was damaged, etc, the order will be applied RTS straight after the first attempt.
  1. Order is damaged in transit and RTS
    In the event that your order is partly damaged in transit and not in condition for re-delivery, it will be automatically applied RTS. In case, the order

Please note that for international orders, unless there is an authorisation for returning the parcels (with acceptance of additional cost) from the clients, the orders in the above circumstances will be disposed of according to the couriers’ Terms and Conditions.


Where is my order returned to?

We are the sender of your orders. Therefore, they will be returning to our warehouses:

  1. WGC warehouse: Unit 10, Quadrant Park, Welwyn Garden City, AL7 1FS
  1. London warehouse: 2-10 Ossory Road, London, SE1 5AN

Usually, the orders will be returned to the warehouse where they were dispatched from.


How long will my return take to get back to FodaBox?

Returning orders is not the priority for most couriers. Therefore, RTS timeframe may vary depending on their regulations and capability in specific period. Based on our experience:

  1. DPD and Yodel: up to 7 working days
  1. Royal Mail: no fixed timeframe


How will I know FodaBox has received my return?

After arriving, each returned unit is identified, counted, and inspected in accordance with FodaBox’s agreements with clients, whereby the returned products will be booked back in stock or disposed of based on their condition.


Article 8 – Returned goods and disposal of stock


A. Goods which have passed the best before date or expiry date at the time of return will be automatically disposed of after seven days unless otherwise agreed with the CLIENT.


B. Goods which have been returned in a condition which is unusable, unfit for human consumption, unfit for purpose, damaged, broken or contaminated state will be disposed of immediately.


Upon the completion of the return process, clients will be able to access to online reports of each order’s return items and their condition on Mintsoft.

FodaBox’s goal is to process and report standard returned orders within 3 – 4 weeks since they arrive at the destination warehouse. However, it may take longer during busy periods.

If your parcel hasn’t been processed in our system, contact FodaBox Logistics Team via our Customer Query Form so we can verify the return receipt and escalate the allocation of your parcel.

During the peak term, when FodaBox is unable to prioritise the return processing, we would kindly request our clients to fill out the claim form with the information relevant to the entire order sent out to ensure that the claim is raised within the courier timeframe. Once we process the return parcel, the correct information will be updated with the courier in the claim process.


What if my parcel hasn’t arrived at FodaBox?

If your parcel hasn’t arrived at our warehouse(s). You have to fill out the claim form to start the claim process with the courier for your lost products.


How much does a return cost?

For shipping fees please refer to the courier price lists.

The returns processing fee is £4/per order.

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