Refused and uncollected parcels

All of the following are treated as a refusal (Terms, Art. 9): refusing to accept the parcel; not paying duties or import charges; not providing the documents needed for customs; not collecting the parcel from a pick-up point; an incorrect address or phone number that makes delivery impossible.

No. Refusing a parcel is not a way to return goods. To return items, please first submit a request as explained in Section 8. Refused parcels are handled and charged under the rules in this section.

We usually email you within 1 business day. You then have 3 business days to reply and choose to pay the outstanding charges, correct the address or arrange a new delivery. If we hear nothing within 3 business days, or the issue cannot be solved, the parcel is returned to us.

Yes, but the following costs are deducted first (Terms, Art. 9):

1. the original shipping cost;
2. the return shipping and any costs incurred during the return (such as duties or storage), based on the actual carrier or customs invoice, a copy of which we will send you;
3. a handling fee: €15 within the EU, €40 outside the EU.

The remaining amount is refunded within 30 calendar days of the parcel arriving back at our warehouse.

If, because you did not pay or act, the parcel is seized or destroyed by customs or cannot be returned, the goods are treated as abandoned by you, no refund is given and the related costs are borne by you (Terms, Art. 9).

Yes. Please first pay the new shipping cost (and, for orders outside the EU, arrange the import charges); we will ship again once we receive it.

If the parcel was clearly damaged, we sent the wrong items, or delivery failed because of LEIVIP (for example, we entered the wrong address), these costs are not deducted and we handle the case according to the facts.

It may. After a refusal, LEIVIP may require future orders to be prepaid (no cash on delivery), or suspend the account after repeated refusals (Terms, Arts. 13 and 18).

Check your address, phone number and company details before ordering; if you are outside the EU, find out about import costs in advance; act promptly on notices from UPS or customs; and if in doubt, contact us instead of refusing the parcel.