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 dispatched within 24 hours of order creation and delivered with one of the specified Last Mile Carriers (LMC) below within 72 to 96 hours of order creation.

Germany	DHL, Hermes
Austria	DHL, Post AT, Hermes
Belgium	Bpost, DHL
Denmark	GLS
Spain	Correos, DHL
Finland	Posti
France	Colissimo
Italy	Poste Italiane, DHL
The Netherlands	Post NL, DHL
Sweden	DHL

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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 have three distinct packaging options available. Please note that the chosen packaging type directly influences your commission rate: 1. Own Branded Packaging : (+2 percentage points p.p. increase to the standard commission rate). Using your existing, branded packaging (e.g. with branded logo, stickers).

2. Neutral Packaging: (+1 percentage point p.p. increase to the standard commission rate). Using unbranded, generic packaging with no stickers or logos attached.

3. About You Branded Packaging: (0 percentage point p.p. increase; standard commission rate applies). Using official About You branded materials. Important Note on About You Packaging: Merchants are recommended to use the About You packaging (only in case of absence of your own package material) to ensure a consistent and cohesive presentation of products to the end customer. Please be advised that if you select this option, the merchant is responsible for ordering the packages directly from ABOUT YOU and covering all associated costs.

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Return Label

Each package must contain a self-adhesive return label valid for 30 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.