Why was my order returned to sender?

Customers often ask, “Why was my Brown Thomas order returned to sender?” This happens when our delivery partner cannot complete the delivery and returns the parcel to us.

Common reasons your order may be returned

• Incorrect or incomplete address → The courier could not locate your address.

• Failed delivery attempts → Nobody was available to accept the parcel after several attempts.

• Refused delivery → Someone at the address declined the parcel.

• Missed collection window → The order was not collected from a designated pickup point in time.

What happens next

• Once the parcel is returned, our team will attempt to contact you using the details provided at checkout.

• If we cannot reach you within a reasonable time, your order will be refunded automatically.

• Refunds are issued to the original payment method.