Handle customer returns from any EU country — no customs declarations required, with door-to-door collection from your customer's address.
Returning goods between EU member states is significantly simpler than international returns — no customs declarations, no commercial invoices for customs purposes, and no import duties. A French customer returning a parcel to a German seller is treated the same as a domestic return. CargoSender compares DHL, UPS, DPD and GLS return services so you can offer your EU customers a seamless, branded returns experience. The main considerations are: who pays for the return, how you generate and distribute return labels, and which carrier best covers your customers' countries.
Choose your return model
Decide whether you offer pre-paid returns (you pay the label cost upfront) or customer-paid returns (customer books and pays). Pre-paid labels dramatically improve return conversion rates — most EU consumers expect free returns.
Generate a return label on CargoSender
Enter the return address (your warehouse) and the customer's pickup address. Select your preferred carrier and service. Download the PDF label or generate a QR code to send to the customer.
Send the label to your customer
Email the PDF label or QR code to your customer. Most carriers (DHL, DPD, GLS) allow customers to print from a QR code at a parcel shop — no printer required.
Customer drops off or books collection
The customer either drops the parcel at a carrier parcel shop / locker, or schedules a home collection. DPD Pickup and GLS ParcelShop networks cover most of the EU with 50,000+ drop-off points.
Track the return and process the refund
Monitor the return via real-time tracking on CargoSender. Process the refund once the parcel is scanned in by the carrier — you don't have to wait for delivery to your warehouse.
| Carrier | Service | Return type | Transit | Tracking | Notes |
|---|---|---|---|---|---|
| DPD | DPD Return | Drop-off or collection | 1–4 days | Full tracking | Best for France, UK, Benelux, Poland. QR code drop-off at 50k+ Pickup shops. DPD Predict for collection window. |
| GLS | GLS Return | Drop-off (ParcelShop) | 2–5 days | Full tracking | Cheapest EU return option. Strong in Germany, Spain, France. 50k+ ParcelShops. No collection service. |
| DHL | DHL Retoure | Drop-off or collection | 1–3 days | Full tracking | Strong across all EU markets. QR code label printing at Packstations. Premium but reliable. |
| UPS | UPS Returns | Drop-off or collection | 1–4 days | Full tracking | Good B2B return option. UPS Access Points for drop-off. Stronger in northern EU markets. |
| DHL Express | DHL Express Return | Collection | Next day | Full tracking | For high-value or urgent returns. Significantly more expensive than standard return services. |
⚠ Customer doesn't have a printer for the return label
✓ Use QR code return labels — DPD, GLS and DHL all support QR code labels that customers can scan at parcel shops for instant label printing. This removes the printer barrier entirely.
⚠ Return package arrives damaged
✓ Advise customers at the point of return how to repack the item properly. Include repackaging instructions in your returns email. Consider DHL Parcel Insurance for high-value return items.
⚠ Customer lost the original packaging
✓ Specify acceptable packaging alternatives in your returns policy. Most carriers accept any sturdy box. GLS and DPD ParcelShops often have boxes available for purchase.
⚠ Return parcel stuck in transit with no updates
✓ Most EU intra-community return delays are at carrier hubs during peak periods. Allow 7 business days before raising a carrier investigation. CargoSender tracking shows the last carrier scan location.
⚠ Customer in remote EU location — no nearby parcel shop
✓ Use a carrier that offers home collection (DHL Retoure, DPD) rather than drop-off-only services (GLS) for customers in rural areas without nearby parcel shops.
⚠ High return rate eating into margins
✓ Analyse return reasons — size/fit issues are solved by better size guides; product-not-as-described returns indicate content or photography issues. Target root causes rather than making returns harder.
Do EU returns require customs documents?
No — shipments between EU member states do not require customs declarations, commercial invoices or import duties. A French customer returning to a German seller is a domestic-equivalent shipment. No customs paperwork is needed for EU cross-border returns.
How long do EU customers have to return goods?
Under EU Consumer Rights Directive (2011/83/EU), customers who bought online have a minimum 14-day right to cancel and return goods without giving a reason (the 'cooling-off period'). The seller must then refund within 14 days of receiving the returned goods. Many retailers voluntarily extend this to 30, 60 or 90 days.
Who pays for EU return shipping — seller or customer?
EU law requires sellers to inform customers before purchase whether the customer bears the cost of return shipping. If the seller doesn't clearly state this, the seller is liable for return costs. Offering free returns is optional but significantly improves conversion rates. German and French consumers particularly expect free returns.
Which carrier is cheapest for EU returns?
GLS Return is typically the lowest-cost option for EU cross-border returns, followed closely by DPD Return. DHL is slightly more expensive but offers wider parcel shop and Packstation coverage across Germany. Compare live return rates on CargoSender for your specific origin-destination pair.
Can I generate return labels in advance to include in the parcel?
Yes — most carriers allow you to pre-generate return labels to include in the original shipment box. The label is only charged when the customer activates it (for some carriers) or when first scanned. Check with your carrier whether pre-generated labels have an expiry period — typically 30–90 days.
What is the EU's IOSS and does it affect returns?
IOSS (Import One-Stop Shop) applies to non-EU sellers selling to EU consumers for packages under €150. When a customer returns goods purchased via IOSS, the seller needs to refund the VAT collected at sale. Most IOSS software handles return credits automatically. The physical return shipment itself has no customs requirements within the EU.
Compare return shipping rates from DHL, UPS, FedEx, DPD and GLS — door-to-door collection in minutes.
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