Key Services and Logistics Requirements

Below is a brief refresher summarizing our core service and logistics standards. As a transitioning merchant, these key requirements should already be familiar to you, but we’ve gathered them here as a quick reference guide to keep in mind.

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

Please find below an overview of all available LMCs for the respective countries, as well as the required delivery options (home delivery vs. PUDO).

Shop Country	Last Mile Carrier (for both delivery and return)	Mandatory Delivery Options	Optional Delivery Options
Germany	DHL, HERMES	Home Delivery	PUDO (DHL, Hermes)
Austria	POST AT (preferred), DHL	Home Delivery	PUDO (Post AT)
Switzerland	CH Post	Home Delivery
Belgium	BPOST (preferred), DHL	Home Delivery/PUDO	PUDO (BPOST)
Luxembourg	LU POST	Home Delivery	-
The Netherlands	POST NL (preferred), DHL NL	Home Delivery	PUDO (Post NL)
France	COLISSIMO	Home Delivery/PUDO	-
Poland	Inpost	Home Delivery/PUDO	-
Italy	POSTEITALIANE (preferred), DHL	Home Delivery	PUDO (POSTEITALIANE)
Denmark	GLS	Home Delivery/PUDO	-
Sweden	DHL SE	PUDO	-
Finland	POSTI	PUDO	-
Spain	SEUR (preferred), DHL, CORREOS	Home Delivery	PUDO (SEUR)
Czech Republic	Zásilkovna (preferred), PPL	Home Delivery/PUDO	-
Lithuania	Omniva	Home Delivery/PUDO	-
Latvia	Omniva	Home Delivery/PUDO	-
Estonia	Omniva	Home Delivery/PUDO	-
Slovakia	SK Post	Home Delivery/PUDO	-
Slovenia	SI Post	Home Delivery	PUDO
Croatia	HR Post	Home Delivery	PUDO
Romania	FAN RO	Home Delivery	PUDO
Hungary	GLS (preferred), HU Post	Home Delivery/PUDO	-
Bulgaria	Ekont	Home Delivery/PUDO	-
Greece	ACS	Home Delivery	PUDO
Portugal	CTT	Home Delivery	PUDO
Cyprus	ACS	Home Delivery	PUDO

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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 : Using your existing, branded packaging (e.g. with branded logo, stickers).

2. Neutral Packaging: Using unbranded, generic packaging with no stickers or logos attached.

3. About You Branded Packaging: Using official About You branded materials.

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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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

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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.