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This article applies to selling in: Italy

Free returns on Fashion items for seller-fulfilled orders

This page will help you to better understand our returns policies for Fashion items (Apparel, Shoes, Jewelry or Watches) for seller-fulfilled orders. Sellers are required to have returns policies that are at least as favorable as the Amazon returns policies and for Fashion items to follow Amazon's Free returns on Fashion items policy.

Therefore, selling partners selling Fashion items are required to offer free returns. Effective October 26, 2021, we will introduce technical updates in respect to Fashion item orders shipped domestically ensuring that (a) you will no longer be able to deduct return shipping costs for prepaid return labels and (b) you will need to issue a positive return shipping refund for customer-paid labels.

This affects all customer initiated returns that fall within the scope of the Amazon returns policies irrespective of the return reason including products listed under Apparel, Shoes, Jewelry or Watches sold on amazon.it and shipped to an Italian address.

We have provided you with the FAQ below to familiarize yourself with the specific details of free seller-fulfilled returns of Fashion items. If you have any additional questions, you can reach out to Selling Partner Support.

What will change in terms of return management of seller-fulfilled Fashion orders?

All customer initiated returns requested via the Online Return Centre (ORC), that fall within the scope of the Amazon returns policies will be automatically authorized. For more information please see our Manage returns help page. You can choose between (1) uploading a prepaid return label in Seller Central or (2) issuing an unpaid return label in Seller Central. Please consider that if the customers return the product at their own cost, you are required to reimburse the return shipping costs independent of the carrier they choose. We recommend providing prepaid return labels to ensure a seamless return experience for the customer and to allow you to choose the carrier that better fits your business needs.

What is a pre-paid return label?

Prepaid return labels are a shipping option, which allows your customers to return products without paying for the return shipping costs themselves. The prepaid return label will already include addresses of the sender and recipient. You can purchase prepaid return labels from a carrier of your choice.

What are the potential advantages of using prepaid return labels from a selling partner point of view?

  • Control shipping costs: It is possible that a single return label purchased by the customer is more expensive than a prepaid label provided by a selling partner. You as a business owner may have the ability to negotiate better rates based on your volumes as well as choose a carrier and service package that better fits your business needs.
  • Avoid return address errors: Prepaid return labels support customers avoiding mistakes when returning products, such as entering a wrong seller shipment address.
  • Keep track of returns: Choosing a tracked shipping method will allow you to estimate when the return is expected to reach your preferred default return address.
  • Protect account performance: Prepaid labels offer an easy way for customers to return products, which reduces possible friction points during the return process. By offering this return experience you might reduce A-Z claims as well as negative feedbacks while protecting your Order Defect Rate (ODR).

How can I provide a pre-paid return label?

Set prepaid return labels as a default option for your returns in Seller Central under Orders > Manage Returns > Return Settings > I will provide a pre-paid postage label. After a customer issues a return, you will need to upload a prepaid return label, indicate the carrier and enter the amount of the shipment costs under Orders > Manage Returns, by clicking on the Edit authorization button and selecting "I will provide a pre-paid postage label". The return label will be visible to the customer in the Online Return Center (ORC) after the upload. Please notify the customer that you have uploaded the label using the Buyer-Seller Messaging service.

In case you have provided a printed prepaid return label in the outbound shipment, please make sure to upload this same label (under Orders > Manage Returns, by clicking on the Edit authorization button and selecting "I will provide a pre-paid postage label") before reimbursing the customer.

What happens if I cannot provide prepaid return labels?

You have the option to provide pre-addressed unpaid return labels, please therefore select unpaid labels as a default option for your returns in Seller Central under Orders > Manage Returns > Return Settings > I would like Amazon to provide an un-paid mailing label. Once the customer returns the item, you can reimburse the return shipping costs based on the price indication on the shipping receipt, which the customer shares with you via the Buyer-Seller Messaging service.

I have provided a prepaid return label, but I am still being asked to enter a return shipping refund. What should I do?

Please make sure to set prepaid labels as a default option for your returns in Seller Central under Orders > Manage returns > Return settings > I will provide a pre-paid postage label, and upload a prepaid return label for each return in Seller Central under Orders > Manage Returns, by clicking on the Edit authorization button and selecting "I will provide a prepaid postage label".

Will I be charged for the cost of a return label provided by my preferred carrier even if the customer does not use it?

Please check the terms and conditions for prepaid returns with your preferred carrier.

How does the customer know which return instructions to follow?

Amazon provides pre-defined customer communication to guide customers through the return process. Additionally, we encourage you to include individual return instructions in order to inform your customers about the return process of your choice. You can update your return instructions in Seller Central under Orders > Manage Returns > Returns Settings > General Settings > Your return instructions.

What will change in terms of refund process of seller-fulfilled Fashion orders?

For Fashion items, return label costs need to be covered by you, irrespective of the return reason. From October 26, 2021, you will no longer be able to deduct return shipping fee for prepaid return labels and will need to issue a positive shipping refund for customer-paid labels.

How do I know how much the customer paid for the return label?

Customers are required to inform you about return label costs as well as attach the return label receipt via the Buyer-Seller Messaging service once they bought the label. Sellers are required to refund the return shipping costs accordingly. Feel free to reach out to your customer via the Buyer-Seller Messaging service if the customer has not provided you with the necessary information. Remember to update your return instructions in order to ensure a seamless return experience (Orders > Manage Returns > Returns Settings > General Settings > Your return instructions).

What if I only partially refund return label costs to the customer?

For Fashion Items returned in line with Amazon returns policies you are required to bear full return label costs irrespective of the return reason. For customer-paid labels, we allow customers to reach out to Customer Support and ask for a full reimbursement if return label costs paid by them are not fully reimbursed. Hence, please ensure you reimburse the entire return label costs paid by the customer.

Which products count as Fashion items?

All products listed under Apparel, Shoes, Jewelry, and Watches are considered for the purpose of this policy.

For details on product categories, visit Overview of categories. For differentiation between Fashion, Sports, and Luggage products, visit Sports product types.

Why are free returns mandated for Fashion items?

We would like to take this opportunity to remind you that our returns policies already require sellers to have returns policies that are at least as favorable as the Amazon returns policies and for Fashion items to follow Amazon's free returns on Fashion items policy. Free returns are considered as an industry-standard for Fashion. Introducing these technical updates can be an opportunity for you to accelerate your business through Amazon.

How are "free returns" displayed towards the customer?

We will display a "free returns" message on the product detail page of Fashion items, enabling customers to easily identify Fashion items that fall under our free return policy.

What if I don't have a return address in Italy?

If you do not have a return address in Italy, you can choose between:

  • Providing prepaid return labels for your international return address, for which you will also not be able to deduct return shipping costs from the refund; or
  • Issuing Returnless refunds.
If you want to provide a local return address but are located outside of Italy, an international returns provider from the Solution Provider Network may be able to help.

Am I required to offer free returns if the returned product has been used or damaged by the customer?

Amazon returns policies require customers to return products unused or undamaged by the customer. Hence, you are not required to offer free returns for damaged or used products.

What happens if the return is lost in transit?

For prepaid return labels you will be responsible for filing a claim directly with the carrier if a return is lost or damaged in transit. If this happens, process a full refund to the customer and file a claim directly with the carrier to receive a reimbursement. For return labels paid by customers, they will be responsible for filing a claim directly with the carrier if a return is lost or damaged in transit.

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