Return Process for Event Storefronts (US Domestic)

Return Labels

In box Return Labels are available for all US Domestic Storefronts at the Pro and Enterprise levels, but are most often used generate return labels for an order for an event that will allow your event team to repackage the items when your event is over and return them to the Brilliant warehouse for future use.

If you have this feature turned on, your users will be able to check the Return Label checkbox on the Storefront checkout page which will tell our fulfillment team to include a return label in the box when we ship from our warehouse.

Click Calculate Shipping to see the estimated cost of shipping for each way at checkout. On your monthly statement, you’ll see a single combined charge for both the shipment to you and the return shipment to us. Return shipment costs can vary based on how many items are returned to us, the weight of those items, and the varying shipment speeds (i.e. expedited vs. ground) of your original order vs. the return.

Checkout as you normally do and Brilliant will take care of the rest from here.

If you do not currently have a Return Label option in your Storefront checkout flow, please reach out to your Account Manager and they can work with you to get this feature enabled, including upgrading your account if needed.

Multiple return labels will be provided for orders that are shipped in multiple boxes.

Forgot to check the box at checkout? We recommend cancelling the order and placing it again with the box checked for the fastest, self-serve resolution. In a pinch? Email [email protected] for additional help.

Please note: shipments sent with non-Brilliant labels are subject to additional time to be checked in and added back to inventory.

Return and Restocking General Process

At the end of the event, most venues will have shipping centers to accept shipments to send back to our warehouse. Please ensure your event team in the field knows to do this and knows to save the return label(s) provided in the original box.

To ensure a successful restocking process, please ensure the following before sending your return to our warehouse:

• Only ship back materials created by Brilliant and held in inventory in your Storefront. Materials not created and warehoused by Brilliant that are shipped back to us in error will be discarded.

• Do not ship back paper collateral to Brilliant. These items are flimsy and frail and are frequently damaged when packed and transported back and forth. Need to ensure more inventory is available before your next event? Request a restock with your Account Manager.

• Package your items up in the way you’ve received them - like placing smaller items that came in their own boxes back into those small boxes

• Please package banners and other durable reused products neatly and in their carrying cases when appropriate

• Do not pack anything else in the box(es) that contain these larger display materials.

Once our warehouse receives the return, they’ll check items for damage or other issues that may have happened in transit. If there are any issues, our warehouse will coordinate with your Account Manager and we’ll work with your team from there to work on a resolution. Once items have been inspected, they will be returned to inventory and become available to be shipped to your next event.

Please note: Our warehouse team requires 5-7 business days to receive Events Storefront returns, check them for quality assurance, and make them available again in inventory. Please plan accordingly!

Have specified needs for event items like dry cleaning or special package handling for returned inventory? We may be able accommodate these requests for additional special handling fees on a case by case basis. Work with your Account Manager here and we’ll work to see if we can deliver on your needs.

Best Practices for Returning Items from Events

Brilliant’s warehouse is a large facility with thousands of shipments passing through it each day. To ensure we're set up for success and can accurately and quickly receive your items back, please follow the guidelines below:

1. Look out for ID tags on footprint items.

   Footprint items like banners, and back walls will have a plastic window on them with a SKU number on it. It’s very important that this is not removed. It’s also important that you place the right banner or wall in the correct case. This way when Brilliant receives the product, they know exactly what it is because it will match a SKU number in our system.

2. If something is broken or missing, say something!

   Did something break or go missing during your event? It happens! If this occurred, please reach out to your Account Manager to let them know.

3. Packing Banners

   • Always pack banners inside their original bags or boxes.

   • Never ship banners loose or outside of protective packaging.

   • Use original packaging whenever possible to prevent damage.

   • For banners with soft cases:

     • Use the padded wrap included to secure the banner inside the case.

   • For added protection, you may add a hard case during checkout.

4. Packing Tablecloths

   • If the tablecloth becomes dirty, please give it a wash before sending it back so that the next person who orders it receives it clean. Simply throw it in the washer, wash on cold, and then dry on low heat in the dryer.

   • When preparing the tablecloth for return, please fold it neatly, and if necessary, take it to the cleaners to remove any wrinkles or stains.

   • Pack in the original bag or box they arrived in.

5. Do not ship back any of these items

   • Do not return products not originally sent by Brilliant.

   • Do not return paper collateral. These items are flimsy and frail and are frequently damaged when packed and transported back and forth.

   • Do not return food items with other products under any circumstances.

6. Other useful tips:

   • Avoid placing heavy or sharp items on top of fragile materials.

   • Always click pens closed to avoid ink stains.

     • Place pens in plastic bags before packing, and if you can, separate pens from other items to reduce risk of leakage or marking.

   • Nest smaller boxes inside larger ones to protect fragile items.

   • Avoid excess empty space to minimize shifting during transit.

   • Keep in mind your items may be handled roughly—pack for durability.

   • Consider the type of swag that is being returned back to Brilliant. It just might be easier to discard on-site depending on the value, quantity, etc.