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If your Return/Refund request for an item is rejected after failing a Quality Check by the Shopee Warehouse team, then the item will be returned to you.

After 2 failed delivery attempts, the parcel will be directed to Shopee Storage where you may claim the parcel.

Follow these steps to claim Failed Return parcel/s:

1. Chat directly or contact the Shopee Customer Service Team within 14 days of receiving the PN/in-app notification. You need to book a schedule with Shopee before picking up your failed return parcel. Strictly “no booking-no pickup”.

Please use the following format:

1. Email subject: RR/RTS Shopee Office Claiming
2. Make sure to include the following in the email content:
3. User ID and/or Username
4. Request ID and/or tracking number of the failed return parcel/s you wish to retrieve

2. Wait for a Shopee representative to confirm and reply to your email, which takes around 3-5 days.

3. Once the pickup date is confirmed, proceed to pick up your parcel. Grab/Lalamove or similar services are also allowed but shipping fee will be shouldered by the buyer and will not be reimbursed by Shopee. Should this be arranged, kindly provide relevant courier details to the Logistics Department.

 ⚠️ Note

1. Pickup is only available from Monday to Friday, 12NN - 5PM
2. Shopee Storage address and contact number will be provided after completing Steps 1 and 2
3. Bring a valid ID for verification
4. Avoid wearing shorts to ensure entry to the premises

If you cannot pick up your parcel on the scheduled date, you have 2 weeks to do so before it gets disposed of.

Alternatively, you can authorize someone else to claim the parcel. Just send an email to Shopee with the authorized person's name and their relationship to you (e.g., wife, husband, child, etc.). They will need to present:

1. Authorization letter from you (the Buyer)
2. Buyer’s Valid ID
3. Valid ID of the person claiming
4. Email previously sent to Shopee (Subject: RR/RTS Shopee Office Claiming)

Remember that all returned items are subject to certain conditions. Do check out our terms and conditions for more information.

Learn more about the conditions for returning an order.