Learn how to properly prepare and label your package so your parcel arrives in good condition and on time.
Before you start
- Make sure you have received a prepaid label from Ledger support before you send back the defective device.
- Reset your device from its settings menu or by entering three incorrect PIN codes when unlocking it. For step-by-step instructions, refer to this article: Reset to factory settings.
Preparing your return package
- Place your returned product in the original package or another suitable package.
Don’t include your 24-word recovery phrase in the return package. - Print your prepaid label and stick it on your parcel.
- Schedule the pickup of your parcel or drop it at any DHL point.
- Place your returned product in the original package or another suitable package.
Don’t include your 24-word recovery phrase in the return package. - Print the PDF document sent by our Support team:
- Page 1: Stick the prepaid shipping label on the package.
- Page 2: Give this document to DHL during the pickup of your package or the drop of your package at the DHL point.
- Page 3, 4, 5: Insert the three identical invoices inside an adhesive transparent envelope and attach the envelope to the parcel. This gives the customs authorities a clear overview of what you are shipping and helps prevent delays or even fines.
- Schedule the pickup of your parcel or drop it at any DHL point.
Examples of properly prepared packages