United Wardrobe EN Help Center home page

Articles in this section

Shipping troubleshooting

There could be a few reasons why you did not get a shipping label or why your order was not yet completed. Check out the most common problems and their answers below.

I did not get a shipping label with stamps

When the buyer paid for stamps, you will not get a shipping label to send your package. Instead, we will provide the buyer's nominated address via email. This will also be indicated in your order's page via Menu > My orders > Sold

You will need to write the address on the package and buy the right amount of stamps (you can check how much was paid for in the order page). Once the order is completed, you will automatically receive the fees paid by the buyer !

The number of stamps paid by the buyer are based on what you selected when putting your item online. If the cost of shipping you have to pay is more than what we charged the buyer, we will not reimburse you the difference. 

I did not get a PostNL shipping label

Unfortunately, we are not always able to create a shipping label for your order. This could have a few causes. 

  • The system had a failure and therefore no shipping label is created.
  • The home address of the buyer is incorrect, you can see this in the order page.
  • Your own home address is incorrect.

The buyer did pay for the shipping, so we kindly ask you to buy a new shipping label yourself directly on PostNL's website. We will automatically transfer the shipping fees paid by the buyer when the order is completed. You can check the costs for the shipment in the order page (in Menu > My orders > Sold).

If the address of the buyer is incorrect, please ask for the right address through the chat. If your home address is incorrect, make sure you update it, otherwise we will not be able to create labels for future orders.

Then, to ship your order: 

  1. Check in My orders which label was bought by the buyer, then purchase the corresponding PostNL shipping label directly on the PostNL website or at a PostNL store.
  2. Send the package with your new shipping label and give the new Track & Trace code to the buyer via the chat.
  3. Don't forget to mark the order as 'shipped' on the platform, otherwise the buyer will not be able to indicate when the order is received and we cannot pay you.
  4. When the buyer received this package, he or she must indicate this in the order page. Remember that the buyer then has 4 days to complete the order or lodge a return request.
  5. When the order is completed, you will receive your usual payout of 90% of the order price, plus the shipping costs that were paid by the buyer.
The shipping costs paid by the buyer are based on the package type you selected when putting your item online. If the cost of shipping you have to pay is more than what we charged the buyer, we will not reimburse you the difference.

I did not get a Bpost shipping label

Unfortunately, we are not always able to create a shipping label for your order. This could have a few causes. 

  • The system had a failure and therefore no shipping label is created.
  • The home address of the buyer is incorrect, you can see this in the order page.
  • Your own home address is incorrect.

The buyer did pay for the shipping, so we kindly ask you to buy a new shipping label yourself directly on BPost's website. We will automatically transfer the shipping fees paid by the buyer when the order is completed. You can check the costs for the shipment in the order page (in Menu > My orders > Sold).

If the address of the buyer is incorrect, please ask for the right address through the chat. If your home address is incorrect, make sure you update it, otherwise we will not be able to create labels for future orders.

Then, to ship your order: 

  1. Check in My orders which label was bought by the buyer, then purchase the corresponding BPost shipping label directly on the BPost website or at a BPost store.
  2. Send the package with your new shipping label and give the new Track & Trace code to the buyer via the chat.
  3. Don't forget to mark the order as 'shipped' on the platform, otherwise the buyer will not be able to indicate when the order is received and we cannot pay you.
  4. When the buyer received this package, he or she must indicate this in the order page. Remember that the buyer then has 4 days to complete the order or lodge a return request.
  5. When the order is completed, you will receive your usual payout of 90% of the order price, plus the shipping costs that were paid by the buyer.
The shipping costs paid by the buyer are based on the package type you selected when putting your item online. If the cost of shipping you have to pay is more than what we charged the buyer, we will not reimburse you the difference.

I did not get an UPS shipping label

Unfortunately, we are not always able to create a shipping label for your order. This could have a few causes. 

  • The system had a failure and therefore no shipping label is created.
  • The service point of the buyer no longer exists (the service point is closed or has stopped being part of the UPS network).
  • Your own service point address is incorrect.

The buyer did pay for the shipping, so we kindly ask you to buy a shipping label yourself directly on the UPS website. We will automatically transfer the shipping fees paid by the buyer when the order is completed. You can check the costs for the shipment in the order page (in Menu > My orders > Sold).

If the service point of the buyer is incorrect, please ask for a new service point address through the chat. If your service point is incorrect, please make sure you update it, otherwise we will not be able to generate labels for your next orders.

Then, to ship your order: 

  1. Buy a corresponding UPS shipping label on the UPS website. These costs could be higher than the amount the buyer paid for. Please send us the receipt, we will reimburse you for any extra costs incurred
  2. Send the package with your new shipping label and give the new Track & Trace code to the buyer via the chat.
  3. Don't forget to mark the order as 'shipped' on the platform, otherwise the buyer will not be able to indicate when the order is received and we cannot pay you.
  4. When the buyer received this package, he or she must indicate this in the order page. Remember that the buyer then has 4 days to complete the order or lodge a return request.
  5. When the order is completed, you will receive your usual payout of 90% of the order price, plus the shipping costs that were paid by the buyer.
Do not send your package with PostNL or BPost to a UPS service point! If it is too difficult to buy a new UPS shipping label online, you can also send the package to the buyer with PostNL or Bpost. But make sure you first ask the buyer for their home address in this case. We will also reimburse you for any extra costs.

I did not get a Mondial Relay shipping label

Unfortunately, we are not always able to create a shipping label for your order. This could have a few causes. 

  • The system had a failure and therefore no shipping label is created.
  • The service point of the buyer no longer exists (the service point is closed or has stopped being part of the Mondial Relay network).
  • Your own service point address is incorrect.

The buyer did pay for the shipping, so we kindly ask you to buy a shipping label yourself directly on the Mondial Relay website. We will automatically transfer the shipping fees paid by the buyer when the order is completed. You can check the costs for the shipment in the order page (in Menu > My orders > Sold).

If the service point of the buyer is incorrect, please ask for a new service point address through the chat. If your service point is incorrect, please make sure you update it, otherwise we will not be able to generate labels for your next orders.

Then, to ship your order: 

  1. Buy a corresponding Mondial Relay shipping label on the Mondial Relay website. These costs could be higher than the amount the buyer paid for. Please send us the receipt, we will reimburse you for any extra costs incurred
  2. Send the package with your new shipping label and give the new Track & Trace code to the buyer via the chat.
  3. Don't forget to mark the order as 'shipped' on the platform, otherwise the buyer will not be able to indicate when the order is received and we cannot pay you.
  4. When the buyer received this package, he or she must indicate this in the order page. Remember that the buyer then has 4 days to complete the order or lodge a return request.
  5. When the order is completed, you will receive your usual payout of 90% of the order price, plus the shipping costs that were paid by the buyer.
Do not send your package with La Poste or BPost to a Mondial Relay service point! If it is too difficult to buy a new Mondial Relay shipping label online, you can also send the package to the buyer with La Poste or Bpost. But make sure you first ask the buyer for their home address in this case. We will also reimburse you for any extra costs.

I did not get a La Poste shipping label

If you are shipping your package with La Poste, we are unable to provide a shipping label just yet. We kindly ask you to pay for a shipping label yourself, using the buyer's address we sent you via email. This will also be indicated in your order's page via Menu > My orders > Sold

Don't worry, we will automatically transfer the shipping fees paid by the buyer when the order is completed. You can check the costs for the shipment in the order page (in Menu > My orders > Sold).

Then, to ship your order: 

  1. Check the shipping costs paid by the buyer in My orders, and buy a corresponding La Poste shipping label. Beware that any shipping cost over 3€ include Track & Trace. (under 3€, it is postage stamp shipping)
  2. Send the package with your shipping label and give the Track & Trace code to the buyer via the chat.
  3. Don't forget to mark the order as 'shipped' on the platform, otherwise the buyer will not be able to indicate when the order is received and we cannot pay you.
  4. When the buyer received this package, he or she must indicate this in the order page. Remember that the buyer then has 4 days to complete the order or lodge a return request.
  5. When the order is completed, you will receive your usual payout of 90% of the order price, plus the shipping costs that were paid by the buyer.
The shipping costs paid by the buyer are based on the package type you selected when putting your item online. If the cost of shipping you have to pay is more than what we charged the buyer, we will not reimburse you the difference.

I filled in the wrong package type and can't send my item

As a seller, you are responsible for filling in the right package type. When you upload an item, you are able to choose a package type. For each package type, we indicated the items that can be sent with this type, and what the maximum weight and dimensions are.

If you cannot use the label we provided because the package type is too small, you will have to buy a new shipping label to ship your package, from the carrier selected by the buyer. You can send the new Track & Trace code to the buyer via chat. 

The buyer already paid for the shipping, which means we can only send you the amount that the buyer paid. This will be automatically transferred to you when the order is completed. We will not refund any extra shipping costs you incurred if you selected the wrong package type.

We therefore strongly advise you to read through all our the information available about the package type and check your unsold items. This way you won't have to pay extra for shipping in the future.

If you did not use a provided PostNL shipping label, you can reimburse these costs to yourself when the order was completed and paid out. 

I have activated UPS or Mondial Relay but the option is not shown to my buyers

How annoying ! This can however be due to a few reasons: 

1. You or your buyer is not in a country that supports this delivery method.

Unfortunately, we cannot yet offer all delivery methods within and between all countries.  At the moment:

  • We only offer UPS for orders shipped from the Netherlands (shipped to the Netherlands or to other countries).
  • Mondial Relay is only offered for orders within the France-Belgium area (France to France/Belgium, Belgium to France/Belgium).

Outside of the above locations, orders will need to be shipped using the national postal services. Just make sure you use the label provided or buy one with Track & Trace.

2. Your buyer has not activated the option by providing a service point by default

At checkout, our system will check the option you have activated, but also the information provided by the buyer. If no service point is selected on the buyer's UW profile, our system will just assume that the buyer does not want this delivery method and not offer it. 

Buyer can set this easily from Menu > Settings > Addresses and service points.

3. You no longer have a valid service point on your profile

We get notified by UPS and Mondial Relay when a service point is temporary or permanently closed, or when they are no longer part of the delivery company network. In this case we de-activate them from our platform so they cannot be selected by users and shipping labels can be properly created. 

If you no longer have a valid service point on your UW profile, we will automatically deactivate the Service point delivery option. Therefore please check in Menu > Settings > Delivery options whether this has been turned off or not. If this is turned off, just reactivate it, our system will then ask you to set up a new service point and buyers will see the option again.

Note that you should have received a notification about this. If this is not the case, check that you have turned on notifications.

4. You have not selected a compatible package type for your item

You need to make sure you have selected medium or large package type for your item. The small package type asks you to select 1, 2, or 3 stamps and is for envelops that weight less than 250 grams. This is therefore not compatible with UPS and Mondial Relay (which do not use stamps!).

You can check which package type you selected for your items from your wardrobe, just click on the item's picture to access the product page and check all information you have provided.

I can't send my package with UPS or Mondial Relay anymore

By default, home delivery is activated in your account. This option is mandatory and cannot be removed.

However, when you want to offer service point delivery, you must activate this yourself. It is therefore your responsibility to de-activate this option if you cannot ship it this way anymore (because the service points are not near you or you don't have a printer at the moment). You can do so in your account via Menu > Settings > Delivery options

If you forget to turn the option off and an order is made with UPS of Mondial Relay shipping, we will not be able to change the delivery method for that order. You can ask the buyer for his or her home address in the chat so you can ship it with PostNL, BPost or La Poste. If you have to pay any extra costs, in comparison to the shipping costs the buyer paid, we won't reimburse you for these costs. Because you can indicate at any time whether you want to support delivery through a service point yourself, we can't be held accountable. 

When the order is completed, you will receive the amount of shipping costs the buyer has paid, on top of your order price payout. 

I did not use the provided shipping label

We strongly advise you to use the shipping labels we provide. This way, we can help you better if something goes wrong with your package and you have proof of shipment. However, it is possible to buy your own shipping label. A few situations in which this could happen:

  • You simply did not see that we already provided a shipping label.
  • The package type you chose was wrong, therefore the provided shipping label is unusable.

When you have bought your own shipping label, you will have to mark the order as 'sent' yourself. This is very important. Otherwise the buyer can't finalise the order and we are not able to pay you. 

You can share your own tracking code with the buyer through the chat. In this way, the buyer can follow the package. Once the order is received, the buyer must finalise the order. Our system can't do this automatically since there is no Track & Trace code linked to the order.

If you have bought your own shipping label, you and the buyer have both paid for shipping. We can reimburse you the shipping costs paid by the buyer. If the buyer paid for stamps, a UPS shipping label, a Bpost shipping label, a Mondial Relay shipping label or a La Poste shipping label, you will automatically receive these shipping costs on top of your payment. 

If the buyer paid for a PostNL shipping label, you will not be automatically reimbursed. Once the order is completed and paid out, you will have to go back to the order page. Here you will see a button to get these shipping costs back. They will be transferred to your account within 7 days.

The button will only be available for 15 days. Once it disappears, we will no longer be able to refund you.

We can't reimburse you for extra shipping costs when you chose the wrong package type or when you bought a more expensive shipping label even though we provided one to you. We will only reimburse you for extra shipping costs when shipping label failed and you had to pay more at the following shippers: UPS, Bpost or Mondial Relay. In that case, contact us through the contact form below.

The Track & Trace code does not give any updates

It is possible that the Track & Trace code does not give any updates. There could be a few things happening:

  • The tracking code was not properly scanned so it looks like the package was not sent yet.
  • The tracking code indicates that the package is being shipped, but does not give any updates anymore and does not indicate if it is delivered.

In both cases, you will have to contact the shipping company.

  • If you shipped the item with PostNL, Bpost, Mondial Relay or La Poste/Colissimo, please contact the shipping company to get more information on your package.
  • If you shipped your item with UPS, you can contact us so we can get more information from UPS.

Usually, the package will be delivered after all. If this takes longer than a week, please contact us so we can put the order on hold and work with you to solve the problem.

The buyer does not respond or complete my order, sent with Track & Trace code

That's a shame!

  • When you have shipped your package with the provided shipping label, the order will be automatically put on 'received' once the tracking code indicates that the package is delivered. This means you will unfortunately have to wait until the order is delivered. Check that the Track & Trace is updating properly though.
  • If you have bought your own label with a Track & Trace, please contact us. We will get in touch with the buyer to check what the hold-up is.

Remember though that buyers have 4 days from the received date on the UW app to finalise the order or lodge a return request. If the buyer does not lodge a return request or completes the order by then, the order will be automatically completed so you can be paid. There is no need to contact us! You will receive an email about this.

The buyer does not respond or complete my order, sent with stamps

When the package was sent with stamps, we can't track it, unfortunately. When the buyer does not complete the order, we have to wait out a period of 14 days after shipment before we can intervene.

If we do not hear anything from the buyer and you sent the package over 14 days ago, please contact us through the contact form. We can manually complete the order for you.  Make sure you sent your item over 14 days ago when you contact us, otherwise we can't do anything for you.

The buyer does not pick up the package at the service point

When you send your package to a service point, it is important that the buyer picks it up. Otherwise the order won't be marked as 'received' and can't be completed. When the package is delivered at the service point, the buyer will receive a notification but feel free to also let him/her know in the chat. The package will  usually be held at the service point for 7 to 14 days.

Unfortunately, we can't complete your order when the buyer did not pick up the package yet. This is the risk of shipping through a service point. 

When the package is not picked up, it will be returned to you. In that case, please contact us so we can put the order on hold. You can contact the buyer to share this. He or she can pay for shipping again, so you can resend it to the buyer.

I sent the package using the wrong shipping company

When you do not use the provided shipping label or when our shipping label was not created, it can be tempting to use a different company to ship your package. This can potentially get your order lost.

For example, it can happen that the buyer chose a delivery to a service point (UPS, Mondial Relay), but you did not see this. If you ship the package with a different shipping company (PostNL, Bpost, La Poste) to a service point, it is not likely that it will be delivered. Service points do not usually accept packages from different shippers.

  • If you have written your return address on the package, it may be returned to you but it can take some time. Please contact the shipping company to check where your order is.
  • If there is no return address then the order is most probably lost. 

Please inform the buyer and us about this as soon as you realise the issue. The buyer should contact his/her service point to ask if they could still accept the package. You never know ! In the meantime, we will put the order on hold to prevent any payments and help you fix this problem.

The shipping company is displayed on top of the order page!

 

Was this article helpful?