> For the complete documentation index, see [llms.txt](https://docs.partner.aboutyou.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.partner.aboutyou.com/general/key-services-and-logistics-requirements.md).
# 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.
***
### 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 | SEUR, Correos, DHL |
| Finland | Posti |
| France | Colissimo |
| Italy | Poste Italiane, DHL |
| The Netherlands | Post NL, DHL |
| Sweden | DHL |
| Czechia | Zásilkovna, PPL |
| Portugal | CTT |
| Poland | InPost |
***
### Delivery Documents
All delivery documents should use the About You layout and include the merchant’s company information wherever applicable.
***
### 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.
***
### Return Label
Each package must contain a self-adhesive return label valid for 30 days, allowing customers to return items easily if needed.
***
### Tracking Code
Tracking information for each shipment must be transferred to About You in dispatch messages, enabling customers to follow their orders.
***
### Return Notification
Returned items should be processed and acknowledged (including any technical feedback) within 24 hours of arrival at the merchant’s facility.
***
### Misdirected Returns
ABOUT YOU asks Customers to return Goods in the very box they have received the Goods in
\
directly to the Merchant. Nevertheless, Customers sometimes return either Merchant Goods to
\
ABOUT YOU’s warehouse or the other way around. For this reason, an exchange process needs
\
to be set up.
If the Customer returns Goods to the Merchant’s warehouse without the Merchant being able to
\
identify the Goods as its own, the Merchant needs to send such Customers returns back to the
\
ABOUT YOU warehouse:
**Hermes Fulfilment CZ s.r.o.**\
**Komenského 598**\
**332 03 Šťáhlavy**\
**Czech Republic**
ABOUT YOU will send misdirected Customer returns to Merchant’s warehouse accordingly. Based on volumes, this exchange of misdirected returns should take place in regular intervals.
In addition, the following label will be applied to misdirected items before they are returned to the partner.
Please find an example below:
* The EAN can be scanned via the barcode
* The order ID can be scanned via the Data Matrix code
* The QR code is for internal use only and is not relevant for partners
***
### Customer Service
All customer service inquiries—whether received directly or via About You—must be answered within 24 hours.
***
### Availability
Only products with sufficient stock should be made available for sale, reducing the likelihood of cancellations or delivery issues.
***
### Cancellation Rate
The weekly cancellation rate for items that cannot be shipped should remain below 1.0% to maintain a positive customer experience.
---
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