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Q: Do I need to pay my return shipping fee? 

A: No, if you select Drop Off, you do not need to pay any shipping fee. Simply ship your parcel via drop-off with J&T Express.

However, if you select Self Arrange (with other couriers) to return the parcel, the return shipping fee has to be shouldered by the Buyer initially which later can be refunded once the refund process is complete.

Q: Do I need to pay for the extra packaging materials or printed return label provided by the J&T Express staff?

A: J&T Express pouches and printing of return labels are free of charge. However, any additional packaging (boxes) that the Buyer will need will be shouldered by the Buyer. 

Q: Can I use J&T Express to return a bulky item? 

A: Currently, we can only allow returns for items with a maximum of 50kg for its total return order.

Q: Do I need to provide my own packaging materials?

A: We recommend you use the original packaging of the item you received. J&T can only provide free pouches and packaging tapes at the branch. High-value, fragile, or items delivered in a box packaging - must be brought along with the original box packaging. Make sure not to pack or seal them completely as J&T staff needs to inspect the items first. J&T may reject your parcel after inspection of items and packaging.

Q: What do I need to show the J&T Express staff when I’m returning my parcel?

A: Download and screen capture a copy of your virtual Return Label (select Download on the Return Instructions page) and show it to the J&T Express staff at the counter. No need to print the Return Label, J&T Express staff will print it for you (free of charge).

Q: Do I need to upload my J&T waybill?

A: No. J&T will automatically update the status of the return once dropped off. If no status update is seen within 24 hours, please contact Shopee customer service via chat.

Q: Can I cancel my return request if my parcel is on the way to the Seller?

A: No. You can only cancel your return request if the parcel is still with you. See the available J&T branches near you.

There are multiple ways to return an order:

• Drop Off via J&T

• Self Arrange with your preferred courier

Learn about raising a return and refund request and getting your payment for a refund.