The shoes are a size too small. The jacket looked considerably better on the model. Or perhaps the expensive gadget you've been waiting weeks for simply isn't the gadget you ordered.

If you've got a US purchase sitting thousands of miles away from the store it came from, it's likely that you'll want to know if you can return it, and how.

The quick answer is that it's usually possible to return an item, provided the retailer's returns policy allows it. However, returning something to America from overseas can involve international shipping, customs paperwork, retailer deadlines, and potentially duties or taxes you've already paid. Before you put anything back in the box, here's what you need to know.

Can I return an online purchase to the USA from another country?

Before you complete checkout on your international purchase, take a proper look at the returns policy. Buying internationally doesn't automatically remove your ability to return an item, but individual retailers set their own rules about what they'll accept, how long you have to return it, and who pays for the return.

Some retailers who offer international shipping will provide international return labels. Others, especially those that don't ship internationally in the first place, will expect you to arrange and pay for shipping yourself. Some products may be final sale or have shorter return windows and if you've bought from an international store, it's possible that the return window has lapsed before you've even received the package.

If you don't love your international purchases, don't just send the product back to the address on the original parcel, contact the retailer or start its official returns process.

Check the return window

Timing matters even more when an ocean is involved. A retailer might require you to start a return within a certain number of days of delivery, or require the actual product to arrive back within the return period. International shipping takes time, so leaving your decision until the final day could mean missing the deadline.

Check:

• How long you have to initiate the return
• Whether the parcel must arrive within that period
• Whether international purchases have different rules
• Whether your particular item has a shorter return period
• Whether sale or clearance products can be returned

Then work backwards from the deadline.

Who pays for international return shipping?

If you don't check the returns policy, it's easy for an unwanted $20 bargain to become a mistake, albeit a relatively inexpensive one. If the retailer made an error or sent a faulty product, it may cover return shipping from the original shipping country, depending on its policy. But bear in mind that if you use a parcel forwarding service like Stackry, then the store is only likely to cover the costs for domestic returns, not the international return that you're now looking for. And if you've simply changed your mind, ordered the wrong size, or decided you don't like the product, you may have to pay to send it back to the US yourself.

International return shipping can be expensive, particularly for large or heavy items, so before arranging a return, compare the value of your expected refund with the cost of sending the product back. Returning a $150 pair of shoes may make sense, but paying $40 to return a $35 sweater probably doesn't, so you might be better off trying to sell your limited edition bargain on a domestic sale site.

Will the US store refund my original shipping costs?

It's not a good idea to assume that the US store will refund you all of your costs; depending on their returns policy, they may refund the purchase price of the returned product without refunding the original delivery charge.

International shoppers can also encounter other non-refundable costs, including return shipping and carrier charges, which is why it's important that you are sure about the product that you're ordering and that you read the retailer's policy before buying, particularly if you're ordering something expensive or difficult to size.

Make sure that you look beyond the purchase price and think about how much money you'll actually recover once every non-refundable cost is taken into account.

What happens to the customs duty and tax I've already paid?

It's easy to forget about taxes and duties when you're thinking about returning a product overseas, but your US retailer generally can't simply refund customs charges collected by your own country's authorities. Depending on where you live, however, you may be able to apply separately for a refund of import VAT, GST, or customs duty when goods are returned.

The rules and process vary by country, and you'll normally need evidence showing that the goods were exported again. Don't throw away the paperwork as soon as your refund hits your bank account; you may still need it to recover import charges. So make sure that you keep all the relevant documentation:

• Your original purchase invoice
• Proof of the import charges you paid
• The retailer's return authorization
• Your international return shipping receipt
• Tracking information
• Confirmation that the retailer received the return
• Your refund confirmation

Do I need customs paperwork to return something to America?

You're sending goods internationally, even though they're going back to where they originally came from. This means that your carrier will normally need the customs information describing the contents, their value, and the purpose of the shipment. Make it clear that the parcel contains returned goods rather than a new sale, and follow your carrier's instructions carefully. Bear in mind that incorrect or incomplete customs information could delay the return or potentially create unnecessary charges.

Should I use tracked shipping for an international return?

Yes, particularly for anything valuable. If the retailer says it never received your parcel and you have no tracking information, proving otherwise can be difficult. Tracked shipping gives you evidence that the return was sent and allows you to follow its journey back to the retailer.

For higher-value purchases, consider whether the return shipment also needs appropriate insurance, and keep your proof of shipping until the retailer has processed your refund.

Can I exchange something instead?

Sometimes it may be possible to exchange instead of refund, but international exchanges can be more complicated than returns. This is because a retailer may require you to return the original product for a refund and then place a completely new order for the replacement, which could mean paying for another international shipment and potentially dealing with import charges again. Before you request an exchange, ask the retailer exactly how it handles international customers. If you're replacing a clothing or footwear item, double-check the brand's own measurements before ordering the next size.

What if I used a parcel forwarding service?

If you want to return an item that you've bought internationally and shipped via a parcel forwarding service, the process depends partly on where the parcel is when you decide you don't want it any more.

If you've used Stackry and the item is still at the Stackry operations center in the US, returning an eligible product to the retailer may be much simpler than waiting until you've shipped it internationally. Stackry inspects packages when they arrive at its US facility and they'll even send you a picture of the package before it's repackaged and forwarded to you. If a prohibited item is identified, for example, or if the product is not as expected or arrives to Stackry damaged, then the items can usually be returned to the original retailer for a small handling fee. If the retailer provides a shipping label, Stackry currently charges a $7.50 processing fee for that return.

Once you've forwarded your purchase internationally and received it at home, however, returning it becomes an international return. At that point, you'll need to follow the retailer's policy and arrange the appropriate journey back to the US. If you send it back to Stackry, Stackry will handle the return with the retailer for the same $7.50 fee.

To put it simply: make sure that you've had the product checked before you confirm your parcel forwarding service, so that any problems can be spotted and the product returned before it leaves the original country.

Check before you forward

Parcel forwarding can provide a useful opportunity to catch some problems before they become expensive international returns. Stackry opens packages when they arrive at its US operations center to inspect the contents for visible damage and prohibited or restricted items. Once your package has been checked in, you'll also see a photo of the package together with its recorded weight and dimensions in your Stackry dashboard. So if something doesn't look right, you'll be able to investigate before including it in an international shipment.

It's much easier to deal with a problem while your purchase is still in the US than after it's traveled halfway around the world.

What if the item is damaged or the retailer sent the wrong thing?

If you spot damage or faults once you receive your order, don't automatically send anything back.

Take clear photographs of the following and contact the retailer with a clear explanation alongside your order information:

• The product
• Any damage
• The packaging
• Labels and barcodes
• The incorrect item, if applicable

Retailers often have a different process for faulty, damaged, or incorrectly supplied products and may provide a return label or another solution, but sending something back before contacting them could make the situation more complicated.

Five things to check before buying from a US store

International returns are possible, but avoiding one is considerably easier. Before buying anything, check:

• The retailer's international returns policy
• The return deadline
• Whether you'll have to pay return shipping
• Size charts, measurements, specifications, and compatibility
• Whether sale, personalized, beauty, hygiene, or other restricted products are returnable

For expensive purchases, it's also worth asking yourself a simple question:

"If I don't like this, will it be worth sending back, or will I be able to sell it on and recoup my money locally?"

Frequently asked questions

Can I return something to a US store from overseas?

Often, yes, provided the retailer's return policy permits it. Check the retailer's international returns rules before arranging shipping.

Are international returns free?

Not necessarily. Some retailers provide prepaid international return labels, while others require customers to pay return shipping themselves.

Can I get customs duty back if I return an international order?

Possibly. Some countries allow shoppers to reclaim import taxes or customs duty when imported goods are subsequently returned. The process varies by country, so check with your local customs authority.

Do I have to pay customs when returning an item to the USA?

Returned goods still require the correct customs documentation. Follow your carrier's instructions and clearly identify the shipment as a return.

Can Stackry return something to a US retailer for me?

If an eligible product is still at Stackry in the US, return options may be available. The retailer's own returns policy still applies, and fees or shipping costs may be involved.

What if I've already shipped my Stackry package abroad?

Once the product is with you overseas, you'll generally need to arrange an international return in accordance with the retailer's policy. If you send it back to Stackry, Stackry can handle the return with the retailer for a $7.50 processing fee.

Before you send it back

Don't panic when an American purchase doesn't work out. Start with the retailer and check whether the item is returnable, how long you have, where it needs to go, and whether a prepaid label is available, then do the sums.

Consider the likely refund, return shipping, original shipping costs, and any taxes or duties you may need to reclaim separately. Sometimes sending the product back makes perfect sense. Sometimes selling it locally or passing it on will leave you better off.

And if you're shopping through Stackry, check your purchases before you confirm your forwarding details to help you identify potential problems and make any returns before they leave the US. Shopping internationally has the potential to save you money on great buys, but if you order the wrong thing and can't return it cost-effectively, you could end up with shopper's remorse. Check the details before you buy, and take the time to get your purchases checked over by Stackry to make sure that your order doesn't disappoint when it arrives.

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