Key Services and Logistics Requirements

Below are the key services and logistics requirements for a successful integration and efficient live business. By fulfilling these requirements, you help ensure a smooth, reliable experience for both customers and partners. All details regarding shipment, returns, packaging, and communication have been carefully designed to uphold About You’s service quality and brand promise.

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Shipment

Orders must be handed over to the specified Last Mile Carrier (LMC) within 72 to 96 hours of order creation.

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Delivery Documents

All delivery documents should use the About You layout and include the merchant’s company information wherever applicable.

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Packaging

Merchants are required to use About You–branded packaging, maintaining consistency in how products are presented to customers.

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Return Label

Each package must contain a self-adhesive return label valid for 100 days, allowing customers to return items easily if needed.

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Tracking Code

Tracking information for each shipment must be transferred to About You in dispatch messages, enabling customers to follow their orders.

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Return Notification

Returned items should be processed and acknowledged (including any technical feedback) within 24 hours of arrival at the merchant’s facility.

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Unfamiliar Returns

Any returned items that cannot be immediately identified need to be reconciled with About You on a weekly basis.

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Customer Service

All customer service inquiries—whether received directly or via About You—must be answered within 24 hours.

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Availability

Only products with sufficient stock should be made available for sale, reducing the likelihood of cancellations or delivery issues.

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Cancellation Rate

The weekly cancellation rate for items that cannot be shipped should remain below 1.0% to maintain a positive customer experience.