The box is too big and there is no padding

You want to send an item back and are wondering how to pack a return properly so the goods do not get damaged on the way. Especially when the original packaging is gone or damaged, many people simply grab the nearest box without thinking about its size or padding. That can mean an item that was perfectly fine only gets broken on its way back, which needlessly delays the processing of your return.

A few simple principles make sure your return arrives safely and save you a discussion about the condition of the goods.

Choosing the right box size

A box that is much bigger than the item may look safer at first glance, because there seems to be more room for padding, but in practice the contents can shift around more inside it when the parcel gets knocked or tipped in transit. If the item fits too tightly in the box, on the other hand, there is no buffer at all against knocks from outside. The best choice is a box that leaves a few centimetres of space all round for padding, without the item being able to slide around freely.

Using padding properly

Bubble wrap, packing paper or even scrunched-up newspaper are all good for filling gaps in the box and protecting the item from knocks. It is important to pad all sides evenly, not just the top and bottom, because parcels are not always kept upright in transit. With fragile items, it is also worth wrapping a layer of padding directly around the item itself before putting it in the box, rather than just scattering padding loosely around it.

If you still have the original packaging

If you still have the item's original packaging, it is usually the easiest solution for a return, because it was designed for the item's exact size and weight. It should then go inside an outer shipping box, though, rather than being sent on its own without extra protection, especially if the original packaging is thin or was only meant for the one trip to the customer. What to do if the original packaging is missing is described in the article on returns without the original packaging.

Removing or covering old labels and stickers

Old shipping labels, barcodes or customs documents from the original delivery should be removed or completely covered before the parcel is sent again, as they could otherwise be confused with the new return label and the parcel could end up at the wrong address. The new return label should be stuck flat and clearly visible on the top of the parcel, without creases or folds over the barcode, so it can be read correctly when it is scanned at the sorting centre.

An example: two items, one parcel

Say you are sending back two items with a total value of 95 euros in one parcel: a jumper and a pair of shoes in the shoebox. To make sure both items arrive undamaged, you fill the remaining space in the shoebox with packing paper and add an extra layer of padding between the two items. If only one of the two items ends up arriving damaged, the shop can decide when checking it whether this was down to inadequate packaging, which can delay or complicate your refund.

Keeping proof that you sent the return

Proof that you handed in the parcel, such as a proof of postage or a receipt with a tracking number, is the simplest safeguard in case a return goes missing on its way to the shop. Without that kind of proof, it is hard to show later that the parcel was ever sent. How a lost parcel is generally dealt with is described in the article Lost and damaged parcels: who is liable.

Keep the receipt at least until the refund has actually reached your bank account or your PayPal balance. Only then can the whole process, from sending the parcel to getting your money back, be traced without any gaps if questions come up after all.

Why careful packing matters when you cancel an order too

If you use your statutory right of withdrawal within the EU to send an item back without giving a reason, you still need to pack it carefully. The item no longer has to be in its original packaging, but it should be sent in a way that means it does not get damaged further on the way. The basics of the right of withdrawal itself are explained in the article The right of withdrawal for online purchases. These are EU rules; if you shop from the UK, the USA or Canada, your own country's rules apply.

If you send things back often

If you regularly order clothes or other items to try on, it is worth gradually collecting a few sturdy boxes in different sizes and some padding, instead of having to improvise every time you send something back. That saves time, and your return arrives at the shop properly packed.

A small stock of packing paper, a few flattened boxes and a roll of strong parcel tape is usually enough to be ready for the next return without having to hunt for something suitable at the last minute. This bit of preparation quickly pays off, especially if you place several orders in the same month.

Frequently asked questions

Do I have to use the original packaging for a return?

No, another sturdy box of a suitable size works just as well, as long as the item is padded well enough inside it and cannot slide around.

What should I do about old shipping labels on the box?

It is best to remove them completely or cover them over, so the new return label is clearly recognisable and the parcel is not sent to the wrong place.

Can poor packaging put my refund at risk?

If an item arrives at the shop damaged because of obviously inadequate packaging, this can delay the processing of your return or affect how its condition is assessed. Careful packing avoids that kind of discussion.

Should I take a photo of the packed parcel before sending it?

It does no harm, and if there is a dispute it can show that the item was carefully packed when you sent it, although a photo like this does not replace proof of when you handed the parcel in.