We assess every return individually, so an instant refund or instant exchange isn't always available. We check eligibility each time you start a return, so you can always try again in the future.
Common reasons
- Some items aren't eligible. Retailers can exclude certain items or categories, and not every retailer offers instant exchange.
- A previous return wasn't shipped back on time.
- You have other returns in progress. This includes instant exchanges you haven't sent back yet.
- You have a payment due to Reshop.
- Your payment method on file is expired or invalid.
- You're exchanging a new order from a previous instant exchange. Instant exchange isn't available for these items, but you can still return them.
What can I do instead?
- Return for a refund through the retailer: you can still return your items as long as they fall within the retailer's return policy. If we issued a shipping label, please use that label so the retailer can process your return as usual.
- Standard exchange: if instant exchange isn't available, you can continue with a standard exchange through the retailer. Your return isn't affected.
- Payment due: if you have a payment due, see I have a payment due, how can I make a payment?
- Bank declined the payment or verification? See Why do you need my card? for what to do.
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