To process a return, we physically locate the parcel and use the information on the shipping label to link it to the corresponding order. We then examine each item in the parcel, categorizing them based on their condition upon receipt.
Due to the detailed nature of this process, returns may not be immediately reflected in the Hive App upon delivery. Typically, it takes about a week for us to complete this processing, and during peak seasons like Christmas or Black Friday, this timeframe may be extended.
If, after this period, you do not see the return processed in the Hive App, please reach out to our Customer Support team. There's a possibility that the parcel might be lost or wrongly sorted by the carrier.
Additionally, please be aware that we have no visibility of returns sent to us without using one of our return labels. If this is the case with the return you're inquiring about, kindly ask the person who requested the label to contact their carrier for further assistance.