This website uses cookies, by continuing you agree to their use. Learn more about cookies and how to manage them.

Close

RETURNPAL APP TERMS OF USE

These terms and conditions apply to and govern your access to and use of the An Post ReturnPal app

These terms of service (the “Terms”) form a legal agreement between you (“you”) and An Post, a company registered at General Post Office, O’Connell Street Lower, Dublin 1, D01 F5P2, with company number 98788, ("we” or “us") that governs your access to and use of the ReturnPal app and the ReturnPal Service (the “Service”) which we make available to you once you download the app which is available to you free of charge on Google Play and in the App Store.

Please read these Terms carefully. The provision and availability of the Service by us, and your use of the Service, is subject to and conditional on your compliance with these Terms. By ticking the “I agree to the ReturnPal Terms of Service” or otherwise using the Service, you acknowledge and agree that you have read, understood and agree to be bound by these Terms, the An Post.ie Website Terms, the An Post.ie Privacy Statement, the An Post Cookie Policy and any other applicable terms displayed on the app. The term “you” for purposes of these Terms, means both you in your individual capacity, and if applicable, the company or other legal entity whom you represent and on whose behalf you access and use the Service. Capitalised terms used in these Terms have the meanings specified in clause 1 below or elsewhere in these Terms.

  1. Definitions

    In these Terms:

    Account” means the user details that you register on the app to enable you to access and use the Service. To open an Account, you must supply, at a minimum, your first and last names, address, your mobile telephone number and your email address and (if applicable) your company name. You will be asked to create a username and a password. Your username together with your password will enable you to log in to and use the Service.

    Address Collection” means the collection of the Item by An Post on a Working Day from a Collection Address nominated by You for onward delivery to a Return Address.

    the app” means the ReturnPal app available on Google Play and in the App Store.

    Content” means all content, material and other information made available on or through the Service.

    Collection Address” means an address nominated by You from which an Item is collected by An Post for onward delivery to a Return address.

    Fee” means the fee per Transaction charged for use of the Service which is set out at http://www.AnPost.ie/ReturnPal

    Post Office” means a post office listed at http://www.anpost.ie/findapostoffice

    Post Office Return” means the delivery of an Item by You (for onward delivery to a Return Address) to a Post Office on a Working Day

    Item” means a parcel and or a packet which is packed in its original box with original packing or to equivalent standard which contains an Item which is not a Prohibited Item and which is within the size and weight limits specified at http://www.anpost.ie/dimensions and Items shall be construed accordingly.

    Prohibited Item(s)” means the items listed at http://www.anpost.ie/ProhibitedItems

    Restrictions on Use” means the restrictions on your use of the app as set out in the An Post.ie Website Terms.

    Retailer” means the Retailer to whom the Items are to be returned using the Service.

    Return Address” means the address to which the Item is to be delivered by An Post as part of the Service.

    ReturnPal” means the service described in Clause 5

    Transaction” has the meaning assigned to it at Clause 5.1 (a)

    Working Day” means any day between the hours of 9.00 hours and 17.00 hours which is not a Saturday, Sunday, bank holiday, public holiday or An Post non-service day.

  2. Registering to Use the Service and Use of the Service
    1. You are required to register on the app to use the Service which includes setting up an Account. As part of the registration process you expressly agree to comply with these Terms.
    2. When you register with us you must provide truthful, accurate and complete registration information. It is your responsibility to update that information if it changes.
    3. Each registration is for a single Service user only. We do not permit anyone other than you to use the Service using your user name and password. We also do not permit multiple users to access the Service using a single user name and password. You must treat your password as confidential and you must not disclose it to any third party. You are responsible for preventing such unauthorised use and for the results of any unauthorised use. If you believe there has been unauthorised use of your user name and / or password, you must notify us immediately by contacting Customer Services at 01 705 7600
    4. Once registered You must
      1. select the Retailer and the corresponding Return Address from the drop down menu on the app (Registered Retailer) or simply input the Retailer details and the Return Address manually where the Retailer and the corresponding Return Address do not appear on the drop down menu (Unregistered Retailer).
      2. select either Address Collection or Post Office Return as the collection point for the Item and
      3. pay the Fee
    5. Items booked for Address Collection prior to twelve (12) midnight on any day will be collected on the next Working Day after the booking is made.You may book an Address Collection for a future date not more than seven (7) Working Days in advance of the date of booking. You may contact Us at 01 705 7600 between 9am and 5.30pm on a Working Day in relation to any queries which You may have in relation to a booking.
    6. Once you have made a Transaction you will receive an In–app Notification which will provide you with the tracking number of your Transaction (where Post Office Return is used the tracking number is provided at the Post Office counter). We will also notify you by In app Notification when your Item has been delivered to the Return Address.
  3. Information About You and Your Data
    1. We process personal information about you in accordance with: (a) your instructions which are provided by you to us when you use the Service; and (b) the An Post.ie Privacy Statement and An Post.ie Cookie Policy. Please review these documents so that you understand how we process your personal information. By agreeing to these Terms, you consent to such processing and you warrant and agree that all personal information provided by you is truthful, accurate and complete.
    2. You hereby consent to us retaining your Transaction history to enable you to access your transaction history by viewing all the booked and confirmed Transactions made by you using the Service.
  4. Right to Use
    1. Subject to and in accordance with these Terms and the An Post.ie Website Terms, we hereby grant you a personal, non-exclusive, non-transferable, non-sub licensable, revocable, limited right to access and use the Service solely for the purpose of making Transactions using the ReturnPal service, viewing the status of your Transactions, viewing a history of your Transactions, paying the Fees, and for such other purposes for which we make the Service available from time-to-time. You shall use the Service at all times in accordance with the instructions and directions set out on the app from time-to-time.
    2. All rights in the Service that are not expressly granted in these Terms are hereby expressly reserved to and by us and our licensors.
  5. Nature of the Service
      1. The Service is a smartphone app provided by An Post which enables you to make a request to An Post to arrange for the return of an Item purchased by you online from a Retailer in Ireland or in the UK, to the Return Address of such Retailer in Ireland or in the UK either by way of Address Collection or Post Office Return (a Transaction).
      2. view the status of a Transaction by logging onto http://track.anpost.ie/.
      3. pay the Fee. The amount of the Fee payable varies depending on the arrangements in place between An Post and the Retailer.
      4. Where Address Collection is used by You, Items are collected by An Post from the Collection Address within One Business Day where the Collection Address is correctly configured and the correct eircode is provided by You. The actual collection time will be confirmed to you by way of a phone call to the mobile telephone number registered by you on the app. In the event that We are unable to collect the Item because it is not available for collection when we attempt to make a collection at the time and place nominated by You, the Transaction shall be deemed to have been cancelled by You and any Fees paid forfeited.
      5. Where Post Office Collection is selected by You, a QR code will be generated within the app and the QR code must be presented by You when presenting the Item for return at the Post Office counter.You are responsible for ensuring that the QR code is legible and capable of being scanned on presentation. You will be presented with a receipt containing your tracking number to enable you to view the status of your Transaction on the app.
      6. Items returned using the Service are delivered to the Return Address in the Republic of Ireland within one Working Day of Posting where the Return Address is correctly configured quoting the relevant eircode and the estimated delivery date for Items returned to a Return Address in the UK is within three Working Days of Posting where the Return Address is correctly configured and the relevant postcode is quoted. A delay in returning an Item may occur where a postcode or an eircode is not provided as part of the Return Address. Where an item is dropped to a Post Office your item must be presented at the counter 15 minutes before the advertised “Latest time of posting” at that Post Office to meet the estimated return delivery.
    1. Cancellation of Transactions
        1. A Transaction shall be deemed to have been made by you once you have complied with the provisions of Clause 2.4 and have paid the Fee.
        2. Transactions made where an Item has not been collected form a Collection Address or an Item has not been accepted into the Postal System at a Post Office counter may be cancelled by You by notifying us of the cancellation at any time within 14 days of the making of the Transaction.
        3. Notice of cancellation may be made by email to returnpal@anpost.ie
        4. Fees paid in relation to a Transaction which is cancelled by You shall be refunded in full so long as the cancellation is made within within 14 days of the making of the Transaction and the cancellation is made prior to an Item being collected form a Collection Address or prior to an Item being accepted into the Postal System at a Post Office counter.
        5. By using the Service You acknowledge that it is not possible to cancel a Transaction (and that Fees paid are forfeited) once an Item has been collected form a Collection Address or once an Item has been accepted into the Postal System at a Post Office counter.
    2. Payments
      1. The Fee is paid on the app save for any additional Fee payable (payable where an Item exceeding 2kg or the maximum packet dimensions is returned to an Unregistered Retailer), the additional fee is payable at the Post Office for Post Office Returns and for Address Collection We will contact you to outline the amount of the additional fee due and the payment options available to you. Items will not be processed for delivery to a Return Address until payment of all the additional fee is received in full.
      2. To make a payment using the Service, you must follow the instructions on the app and make the payment using a valid debit card or credit card or by using the Pay Pal payment service
      3. By making a payment of the Fee using the Service, you will be transferred to the services of a third party payment processor (PayPal or where the PayPal service is not used to Stripe for process of credit and debit card payments) to process your payment You hereby acknowledge that the payment will be processed in accordance with the payment terms of PayPal or Stripe as the case may be and you hereby consent to Pay Pal and or Stripe processing your payment information and related personal data solely for purposes of facilitating such payment of the Fee
      4. All Fees that you pay through the Service are paid to An Post. You will be notified of the applicable Fees before you submit your Transaction through the Service. You are solely responsible and liable for ensuring that you pay the correct Fee
      5. If you contact us about a payment-related issue, we will use our reasonable endeavours to help resolve the issue. For example, if there is problem processing your payment using your debit or credit card, we will endeavour to establish the reason for this. However, you are ultimately responsible for payment of the correct Fee.
      6. In making a payment through the Service, you warrant and undertake to us that:
        1. You are the owner of, or otherwise legally entitled to make payments using, the credit or debit card used by you to pay the Fee. The funds on the credit or debit card used to pay the Fee are sufficient to meet the amount due in respect of the Fees, and
        2. You hereby agree to indemnify us and keep us effectively indemnified on demand, from and against any and all losses, claims, demands, costs, fines, charges, expenses, liabilities, damages, proceedings and actions which we may sustain, incur or which may be brought or established against us by any person which arise out of or in way relate to, or arise by reason of your unlawful use of, any credit or debit card or by reason of fraud or otherwise arising from your failure to pay any Fee when due.
    3. Intellectual Property Rights
      1. We are the owner or the licensee of all copyrights, trademarks, service marks, logos, database rights and other intellectual property rights, whether registered or unregistered, in or otherwise applicable to the Service, and all Content that we make available through the Service. The Service and the Content are protected by copyright, database, trade mark and related intellectual property rights laws and treaties around the world. All such rights are expressly reserved by us and our licensors.
      2. Except as expressly provided in these Terms, nothing contained herein shall be construed as conferring on you or any third party any licence or right, to use or otherwise exploit the intellectual property rights in the Service or any of the Content without our express prior written consent.
    4. Availability of the Service
      1. We shall use commercially reasonable endeavours to make the Service available to you. However, as further specified in clause 9 and to the extent permitted by applicable law, we do not represent or warrant that the Service will be error-free, accurate, reliable, up to date, free of viruses or other harmful components, or that defects will be corrected or that it will always be accessible. Your access to and use of the Service may be occasionally restricted to allow for repairs, maintenance or the introduction of new functionality or services.
      2. As further specified in clause 9 and to the extent permitted by applicable law, we will not be liable for any loss or damage caused by hacking, a distributed denial-of-service attack, viruses or other technologically harmful material that may infect, damage or affect the use of your computer or similar device, equipment, programs, data or other material due to your use of the Service or otherwise relating to your accessing or downloading of any Content.
      3. Any of the Content on the app may be out of date at any given time, and we are under no obligation to update such Content or to otherwise keep it current.
      4. You are responsible, at your own cost, for procuring your own equipment, Internet access and making all other arrangements necessary for you to have access to the app and the Service.
    5. Our liability
      1. The Service is provided on an “as is” and “as available” basis. To the extent permitted by applicable law, and subject to clause 9.5, the Service and the Content are provided without any guarantees, representations, conditions, warranties, covenants or commitments as to their accuracy, completeness, adequacy, reliability, fitness for a particular purpose, non-infringement or otherwise, and your use of the Service and the Content is at your own risk.
      2. Subject to clause 9 .5 and to the extent permitted by applicable law, we hereby exclude all implied warranties, representations, conditions and other terms in respect of the Service and its Content, whether implied by statute, common law, the law of equity, course of dealing, trade use or otherwise.
      3. To the extent permitted by applicable law and subject to clause 9.5, we hereby exclude our liability, whether in contract, tort (including negligence), breach of statutory duty, misrepresentation or otherwise, even if foreseeable, for any:
        1. indirect, special or consequential loss or damage;
        2. wasted expenditure;
        3. loss of income or revenue;
        4. loss of business;
        5. loss of profits or contracts;
        6. loss of anticipated savings;
        7. loss or corruption of data; and
        8. loss of goodwill,
        in each case arising under or in connection with: (i) the use of, or inability to use, the Service; or (ii) the use of or reliance by any person on any Content on, or accessible through, the Service; or (iii) otherwise arising in connection with An Post’s provision of the Service.
      4. Subject to clauses 9.3 and 9.5 and to the extent permitted by applicable law, our total aggregate liability in respect of your use of, or otherwise arising in respect of, the Service (including all Content), or otherwise in connection with these Terms, whether in contract, tort (including negligence), breach of statutory duty, misrepresentation or otherwise shall not exceed the amount of the Fee paid in relation to the Transaction in respect of which the liability arises.
      5. Nothing in these Terms excludes or limits our: (i) liability for death or personal injury arising from negligence; (ii) liability for fraud; (iii) liability for fraudulent misrepresentation; and/or (iv) liability which cannot by applicable law be excluded or limited.
    6. Suspension and Termination
      1. You may at any time terminate your use of the Service by ceasing Your access to and use the Service. In any event, we reserve the right to close your Account and subject to clause 10.4, delete all data associated with it if you have not used the Service for a prolonged period. You are responsible for keeping copies of all your information stored in your Account as we are under no obligation to retain this on your behalf after we close your Account.
      2. We may at any time terminate your access to and permitted use of the Service by giving you at least 30 days’ prior written notice by In app Notification and or by email Your access to and permitted use of the Service will cease on the date specified in the notice.
      3. Notwithstanding clause 10.2, we may suspend or terminate your access to and permitted use of the Service immediately by giving notice in writing by In app Notification and or email to you if:
        1. you are in breach of these Terms;
        2. we are required to do so by any governmental, judicial or regulatory authority; or
        3. we determine that the provision of the Service in accordance with these Terms is or may be contrary to applicable law.
      4. The termination of your use of the Service will be without prejudice to the rights and remedies of either party which may have accrued up to the date of termination, all of which are expressly intended to survive. We may close your Account following the termination of your use of the Service for whatever reason; provided however, that we may retain information associated with your Account to the extent permitted and/or required by applicable law.
      5. Upon the termination of your use of the Service for any reason whatsoever, any rights or licences granted to you under or pursuant to these Terms will cease to have effect. Any provision which expressly or by implication, is intended to come into or remain in force on or after termination of your use of the Service will continue in full force and effect.
    7. Force Majeure
      1. We will not be in breach of these Terms or liable for any failure or delay in performance of any obligations under these Terms (and the date for performance of the obligations affected will be extended accordingly) as a result of a Force Majeure Event.
      2. If a Force Majeure Event continues for longer than 15 days we may immediately terminate your right to access the Service by giving you written notice in accordance with clause 16.2.
      3. In this clause 11, “Force Majeure Event” means any event outside our reasonable control affecting our ability to perform any of our obligations under these Terms, including act of God, fire, flood, lightning, act of terrorism, riot or civil commotion, strikes, locks outs and industrial action, failure of supplies of power, fuel, transport, equipment, raw materials or other goods or services.
    8. Variation of Terms
      1. We may from time-to-time add to, change or remove any part, term or condition of these Terms (including amending the Fee) without prior notice to you, by posting a revised version of these Terms on the app It is your responsibility to check these Terms periodically for changes. By continuing to use the Service after you are notified of such updated Terms you indicate your acceptance of such changes.
    9. Documents Incorporated by Reference
      1. These Terms together with any terms, conditions and notices contained on, or which are accessible from, the app including without limitation, the An Post .i.e. Privacy Statement,An Post .i.e. Cookie Policy and the An Post .i.e. Website Terms all apply to your use of the Service.
      2. These Terms and the documents referred to in clause 13.1 constitute the entire agreement with respect to your access to and use of the Service.
    10. Severance and Waiver
      1. If any provision, covenant or obligation contained in these Terms is void, voidable, illegal or otherwise unenforceable, such provision shall be severed and the remainder of the provisions hereof shall continue in full force and effect as if these Terms had the invalid provision eliminated. An Post shall not be deemed to have waived the application of any term or condition in these Terms unless such waiver is expressed in writing and signed by an authorised officer of An Post.
    11. Jurisdiction and Applicable Law
      1. The Irish courts will have exclusive jurisdiction over any claim, dispute or difference between you and us (including non-contractual disputes or claims) arising from, or related to, use of the Service, any Content or other material published or uploaded to the Service, or otherwise arising from or relating to the app, the Service or these Terms.
      2. These Terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of Ireland.
      3. We are legally required to notify you of the existence of the EU online dispute resolution platform which you can read about at http://ec.europa.eu/consumers/odr/. However, An Post is not required to agree to use alternative dispute resolution procedures in the event of a dispute between us.
    12. Notices
      1. Any notices under these Terms that you send to us must be in writing and must be provided by personal delivery or by sending the notice by registered post to An Post, General Post Office, O’Connell Street Lower, Dublin 1, D01 F5P2. You may not send us notices by email. Any such notice shall be deemed to have been received by us upon delivery if served by hand or upon confirmation of delivery by An Post if delivered by registered post.

        Any notices under these Terms that we send to you will be sent via an In–app Notification or via email to the current email address associated with your Account. Such notices will be deemed to be received by you when our email computer program indicates that the email has been sent to you. It is your responsibility to ensure that you update your email address associated with your Account if your email address changes.
Close

Shop US and UK websites, even those that don’t ship to Ireland.

You can choose to have your shopping delivered straight to your door or your local Post Office.*

Find out more >

ReturnPal

The New Hassle-Free Way to Return Your Online Shopping

Got online shopping you need to return? Download the ReturnPal app today and get it sorted!

Watch the video

Learn more


Returning your online shopping has never been easier or faster

With ReturnPal, you can choose where and when you want us to collect your items… and we’ll come directly to you. It’s that easy!

Collection

Collection

Post Office

Post Office


What's inside ReturnPal

There’s a whole range of innovative features for you discover.

Frequently Asked Questions


  1. 1. What is ReturnPal?
    ReturnPal is a smartphone app from An Post that allows you to return products you have bought online back to Irish and UK Retailers. The App is free to download on the App Store® or on Google Play. The app allows you to have your item collected from a nominated address or you can drop it off at a Post Office for return to the Retailer.
  2. 2. How does it work?

    So you have bought something online from a Retailer based in Ireland or the UK and for whatever reason, you need to send it back. By downloading the ReturnPal app you can organise to return your purchase, all from your smartphone.

    Follow these simple steps:

    1. The App is free to download on the App Store® or on Google Play.
    2. Launch the app and follow the registration process
      1. Click on “Register”
      2. Provide personal information (Name / Address / Mobile Number / Email Address)
      3. Create a Username and Password
      4. Complete registration
    3. Once registered, simply select the Retailer you wish to return the item to from the drop down Retailer list, or manually input their details and choose either ‘Address Collection’ or ‘Post Office’ as the collection point
      1. Address Collection – A Postal Operative will collect the package from the postal address you provide
      2. Post Office – You bring the item to the Post Office
    4. Provide payment (if applicable*) either
      1. by using your Credit or Debit card**, or
      2. through your PayPal account

    Note: all payments are made through the app. Payment is not made to the collection driver or at the Post Office (additional payment at the Post Office may be required if the item is over the maximum weight allowed)

    If you have selected ‘Address Collection’, the package will be collected on the date that you have selected from the address that you have specified when booking the collection. The post person will make contact via the contact number you have provided for the collection address on the morning of collection to confirm the collection time (you can provide a different phone number for different address collection locations, e.g. provide your neighbour’s number for collections from your neighbour’s house.

    If you have selected “Post Office”, a QR code will generate within the app which you should present to the Post Office clerk when dropping off your package. The QR code contains all the details of your return.

    *Payment will vary by Retailer

    **Your Credit / Debit card details are not saved by ReturnPal

  3. 3. How much does postage cost?

    The postage cost may vary from Retailer to Retailer. Some Retailers will have opted to pay for all returns to them through the ReturnPal app, or opted to partially pay for returns. If the postage is covered by the Retailer, there will be no request for payment. If there is a postage cost, the appropriate amount will be requested in app (for both Address Collection and Post Office drop off).

    Postage cost can also be covered by a “Free Collection” assigned to a Customer. Upon registering with ReturnPal, each Customer will be allocated 1 free collection. You can select to use your free collection as your payment option within the app.

    The ReturnPal price structure is as follows:

    Retailer Selected from Retailer List (Registered Retailer)

    Ireland, NI & Great Britain Return
    (Both Address Collection & Post Office Drop Off)
    Retailer Pays for the Return* Retailer Part Pays for the Return* Customer to Pay for Return*
    FREE Price confirmed in app €4.50
    * Max weight 20kg

    Retailer Details Manually Entered (Non registered Retailer)

    Ireland & NI Return
    (Both Address Collection & Post Office Drop Off)
    Customer to Pay for Return**
    €12.25
    ** Max weight 2kg and within the dimensions allowed
    Great Britain Return
    (Both Address Collection & Post Office Drop Off)
    Customer to Pay for Return**
    €17.25
    ** Max weight 2kg and within the dimensions allowed
  4. 4. What are the size and weight limits for returning items?

    Registered Retailers

    Size:

    All items should fall within the following maximum size dimensions for registered retailers only:

    Length: 1.5 metres
    Length + Girth: 3 metres

    (To calculate Girth:
    2 x (Depth + Width))

    Weight: For Retailers included in the drop down list of registered Retailers, you can return an item up to a weight limit of 20kg. If you are returning to a Retailer that is not included on our list of registered Retailers i.e. you are entering the address of the Retailer, you can return an item up to a maximum weight of 2kg.

    Retailer’s details manually entered

    Weighing no more than 2kg and within the dimensions below:

    Maximum Dimensions:

    Tube: Length plus twice the diameter, no greater than 1,040mm – no one dimension exceeding 900mm.
    Other: Length plus width plus depth, no more than 900mm with no dimension exceeding 600mm.
  5. 5. What happens if I have an item that is over the weight or size limit for non-registered Retailers?

    If you are dropping your item at the Post Office, your return item will be checked for size and weight. If it is over the maximum weight or dimensions allowed the excess postage cost can be paid in the Post Office up to a maximum weight of 20kg.

    If your item is being collected by our driver, size and weight will be checked in our Mail Centre. Should your item be over the maximum weight allowed of 2kg, you will be contacted by An Post and we will outline your options for payment of any additional postage fee.

    Items which are over our maximum weight of 20kg or size allowance will not be accepted and will be returned to you, the customer.

  6. 6. How do I package my item correctly?
    Each item being returned should be packed carefully, preferably in the original box with original packaging. If you are using the original packaging, ensure you remove or cover any original delivery labels. If it is not possible to use the original packaging, please pack to equivalent standards to ensure the safe transit of the goods.
  7. 7. Do I need to put the Retailer address on the package when returning it?
    This is not essential as An Post will manage the labelling and return via the details you submitted in-app. All you need to do is ensure the package is wrapped to enable safe transit back to the retailer.
  8. 8. If I have a few orders to return to one retailer do they need to be packed separately?
    These items can be packed and returned together if the overall package does not exceed maximum size and weight dimensions.
  9. 9. Can I get the item collected from my home address?
    Yes, you can get an item collected from your home address. You can store up to 10 addresses in the app and assign a name to each of them for quick access e.g. ‘Home’, ‘Work’, ‘Neighbour’ etc. All bookings made before 12 midnight can be collected on the next working day if required. The Postal Operative will bring the return barcoded label with him when collecting your item.
  10. 10. Do I get proof of collection / receipt from the Postal Operative?

    The Postal Operative will scan the item upon collection and this scan will be shown on the An Post tracking website and can be checked at anpost.ie/track. Your tracking will be available within the ReturnPal app.

    If you drop your return to a Post Office, you will receive a receipt at the counter. This receipt will contain your tracking number along with it being confirmed within the ReturnPal app.

  11. 11. Do you collect at the weekend?
    No. Collections can be arranged for Monday to Friday excluding public, bank holidays and An Post non-service days.
  12. 12. Can I book a future collection date?
    Yes, you can book a collection date up to 7 working days in advance. You will not be able to enter an invalid date i.e. today’s date, a date in the past or a date more than 7 working days in the future.
  13. 13. Can I book a collection whenever I wish?
    Yes, a collection can be booked at any time, 24 / 7 / 365. Your item will be collected on the next working day provided it is booked before 12 midnight or on the date specified by you.
  14. 14. Do I need to provide my Eircode when booking a collection?
    We recommend that you provide your Eircode. Including your Eircode when entering a collection address will ensure your return package is collected and returned promptly. Not providing your Eircode could result in a delay in the collection process.
  15. 15. Do I need to be at home when the package is due to be collected?
    This depends on the specified collection point. If you specified ‘Ring doorbell’ for example, someone will need to be there to hand over the package to the post person. However, if you have specified ‘Safe Location’ there is no need for you to be there, just leave the package in the place you have specified e.g. porch.
  16. 16. Which Post Offices can I return my package to?

    You can return your package to over 1,100 Post Office nationwide.

    http://www.anpost.ie/findapostoffice

  17. 17. What do I need to bring to the Post Office?

    You should bring your return package with you and have your mobile phone with your QR code to hand to show to the Postal Clerk. They will then scan this QR code, print and affix your return label to your package.

    It is your responsibility to ensure that the QR code you are presenting is legible on your smartphone device and is capable of being scanned on presentation.

  18. 18. Where can I find the QR code on my phone that I need to show at the Post Office?
    The QR codes are stored in your photos/gallery.
  19. 19. Is the item insured?
    No, your item is not insured. All ReturnPal packages are handled securely.
  20. 20. Can I add insurance?
    No, insurance cannot be added to ReturnPal.
  21. 21. What happens if I want to change / cancel my booking?

    If you need to make a change, you will need to contact An Post Customer Services at 01-705 7600, phone lines are open from 9.00am to 5.30pm, Monday to Friday (excluding bank holidays, public holidays and company shutdown days).

    If you close out of the app before a transaction is completed, the details already inputted will not be saved. You will not have the option to cancel a transaction after it is confirmed through the app.

  22. 22. Are there some items I cannot send?
    The service is not available in respect of any item which contains any of the prohibited items as set out here http://www.anpost.ie/ProhibitedItems.
  23. 23. Can I track my return online?
    Yes, a Track & Trace number is generated for every return at the time of booking through the app. You can track your return package online at anpost.ie/track.
  24. 24. How will I know if my item has been returned successfully?
    You will receive in-app notifications informing you of the progress of your return including when it has been received by the Retailer.
  25. 25. What’s an In-app Notification?
    In-app notifications are short messages informing you of the tracking number or the transaction status of a package you are returning. All messages can be accessed in the Notifications tab within the ReturnPal app. A count will show on the app icon alerting you to new notifications e.g. it will show ‘1’ if you have 1 new notification waiting for you.
  26. 26. Is there a Retailer signature on receipt of the returned package?
    There is no signature by the Retailer upon delivery of the return to them, however your package will be scanned on delivery and this scan will be shown on the An Post tracking website and can be checked at anpost.ie/track.
  27. 27. How long will it take for my package to arrive with the Retailer?
    For Republic of Ireland addresses, your item will arrive with the Retailer the next working day following collection. For UK addresses, the estimated delivery time is 3 working days following the collection.
  28. 28. What if the Retailer I need to return an item to is not on the Retailer list?
    The Retailer does not need to be listed on ReturnPal to enable you to return an item to them. The app provides you with an option, whereby you can manually enter the name and address details of the Retailer that you wish to return an item to, provided they are based in Ireland (including Northern Ireland) or the UK. When manually entering the retailer’s details it is your responsibility to ensure a correct and valid address is entered.
  29. 29. What happens if I forget my Login details?

    If you forget your login details you can get your Username sent to the registered email address from the Login screen by clicking ‘Forgot Username’. You can also create a new password by clicking ‘Forgot Password’ on the login screen.

    When you do login, by checking ‘Remember me’ you will remain logged in to the app until such a time as you select ‘Logout’ option under the menu in your account Profile. This way you do not have to log in each time you use the app.

  30. 30. I forgot my password?
    If you forget your password, click the ‘Forgot Password’ link on the login screen and follow the steps. An SMS Verification Code will be sent to the mobile phone number associated with your account. Enter the Validation Code and sign in with your new password.
  31. 31. Can I view the details of previous transactions in the ReturnPal app?
    Yes, selecting Transaction History from the menu, lists all the booked/confirmed transactions you have previously made using ReturnPal.
  32. 32. I am having an issue with the app functionality or need further help / information?
    Please contact our Customer Services department on 01 705 7600 or ReturnPal@anpost.ie.

Show More

For any other questions please contact