RTO (Return to Origin) means a parcel is sent back to us by the delivery partner before it reaches you. This is different from a return requested after delivery.
Why an order may be returned
Common reasons include an incomplete or incorrect address, an unreachable phone number, missed delivery attempts, refusal at delivery, or a courier issue. If you notice an address or contact mistake, email info@deadwallsociety.store with your order number as soon as possible. We will try to update the shipment, but a change may not be possible after dispatch.
If your parcel is coming back
Contact us at info@deadwallsociety.store with your order number. We will check the tracking history and the reason for return. Once the parcel reaches us, we will confirm the next step by email.
Reshipping and refunds
- Our or the courier's error: We will resend the order at no extra delivery cost where possible, or provide a full refund if delivery cannot be completed.
- Address, availability, or refusal issues: You may ask us to resend the order. We will tell you any new delivery charge first and only proceed with your agreement. If you prefer not to resend, we will refund a prepaid order after the parcel is returned and checked. We do not automatically deduct return-courier costs from that refund.
- Cash on delivery: If no payment was collected, there is no payment to refund. Contact us if you would like to place a new order.
Approved refunds go back to the original payment method. We will initiate the refund promptly after confirming the return; the time for it to appear depends on your payment provider.
Damaged or incorrect items
If you received an item that is damaged or not what you ordered, that is not an RTO case. Email info@deadwallsociety.store with your order number and clear photos so we can help.