Return service

Frequently asked questions

Visit select the e-shop which you ordered the items from and start registering the return.

Visit select the e-shop which you ordered the items from and start registering the return. We recommend creating an account. To create and account select ‘Log in’, fill in the mandatory fields and save your information. Alternatively, you can sign in using your Facebook or Google accounts. Having an account makes our returns platform even more practical as you can review your returns history.

The return fee is indicated in the terms and conditions of each e-shop (the policy.

Possible price variations for returning a parcel:

  • Price for the returns service of S/M/L parcels: 2.15 Eur paid by the private customer when filling out the returns form (Omniva reserves the right to change this without additional notice).

  • If the e-store offers free returns, the parcel return is paid for by the e-store. In this case, the private customer is not charged for the returns service.

  • If the e-shop policy provides for a deduction from the refund amount, the private customer does not pay for the return of the parcel, but the return costs are deducted from the item refund amount. You will find the deductible amount of the returns service in the e-shop information.

It is most likely you have entered your password incorrectly or forgot it. Select ‘Forgot the password?’ and we will send a password reset link to the email address with which you registered your account.

Yes, you can. If you want to change your password or other details of your account, please log in to and click on your name at the top of the page (where the login button was when you logged in), then enter new details and select ‘Save’.

Each field in the item returns form has an explanation as to what information is necessary.

After completing an item return form on the OMNIVA Return platform, an address card will be sent to your email, which you can then print and attach to the parcel.

If you do not have a printer, write the parcel number on the packaging (which you will have received in an SMS) and print the sticker at the parcel machine. Select ‘Send parcel’ or ‘Private customer. Pre-registered parcel’ on the screen. Select ‘Enter the SMS code’ and enter the parcel number on the screen.

  • We will send you the address card and return number to your email address and by a text message.
  • If you do not have a printer, you can print the address card at a parcel machine.
  • Pack the parcel and write the parcel tracking number on the packaging. We recommend including the return form to the parcel (the form is attached to the email).
  • Go to the Omniva parcel machine. You can find your nearest parcel machine here >>.
  • Select 'Send a parcel' or 'Private customer. Pre-registered parcel' on the parcel machine screen.
  • Select 'Enter the SMS code or scan the bar code' and enter the parcel number on the screen.
  • Put the address card on the package and place the package in the locker that opened.

The parcel label (address card) should be attached to the top part of the sealed packaging. The parcel label must be intact, legible and scannable – this ensures accurate processing of the parcel.

When sending parcels via the parcel machine:

  • S – 9 cm x 38 cm x 64 cm
  • M – 19 cm x 38 cm x 64 cm
  • L – 39 cm x 38 cm x 64 cm

Minimum parcel dimensions: 2 cm x 9 cm x 14 cm.

Maximum weight of all parcels is 25 kg.

Parcels must be packed and prepared according to the parcel packing rules of Omniva. More information about the parcel packing requirements here >>

You can make a secure payment for the parcel via any Lithuanian bank link (Swedbank, SEB, Luminor DNB and Luminor Nordea) or bank card (Visa, Mastercard and Maestro).

Payment is made outside in the secure payment environment of AS Maksekeskus service provider. OMNIVA Return website does not have access to your bank account or credit card details..

Once you have paid for the parcel, make sure that you have clicked ‘Return to seller’.

A missing parcel must be reported no later than 30 days after sending it.