For years, one of Amazon’s most customer-friendly policies involved the ability to return items at participating Kohl’s stores. This convenient option allowed shoppers to seamlessly drop off Amazon purchases at a local Kohl’s without worrying about repackaging, shipping labels, or mailbox logistics. But in recent months, increasing numbers of Amazon customers have found themselves frustrated, confused, or turned away when attempting to return an Amazon purchase at a Kohl’s location. The big question on consumers’ minds is: Why can’t I return Amazon items to Kohl’s anymore?
In this comprehensive and SEO-optimized guide, we’ll explore the history of the Amazon-Kohl’s return partnership, the official changes, possible reasons behind the shift, and practical alternatives available to Amazon customers. Whether you’re a frequent online shopper or someone who just tried—unsuccessfully—to return an item to Kohl’s, this article will give you the full picture.
The Amazon-Kohl’s Return Partnership: What It Was
The Rise of a Convenient Return Solution
The partnership between Amazon and Kohl’s began in 2017 as a strategic move to bridge the gap between e-commerce and brick-and-mortar retail. At the time, Amazon was already dominating online sales but still worked to ease friction in its return process—especially as more consumers embraced online shopping for a wider array of products, including apparel.
Kohl’s, a well-established department store chain with over 1,100 locations across the U.S., saw an opportunity to increase foot traffic and attract younger, digitally-savvy shoppers. The solution? Let Amazon customers drop off eligible returns at Kohl’s stores without charge and without a box.
This initiative was hailed as a win-win:
- Amazon reduced logistics costs and improved customer satisfaction with an easy return option.
- Kohl’s drew in millions of extra visitors, many of whom ended up making purchases while in the store.
- Consumers benefited from faster and more accessible returns, avoiding shipping fees and complicated packaging.
By 2021, the program had scaled significantly. According to public statements from both companies, over 77 million Amazon returns had been processed at Kohl’s locations since the partnership began.
How the Program Worked
Returning an Amazon item through Kohl’s used to be extremely user-friendly. Here’s how it worked:
- Log into your Amazon account and navigate to “Your Orders.”
- Select the item you want to return and choose “Return for refund” or “Replace.”
- During the return process, select “Drop off at Kohl’s” as your return method (if available).
- Amazon would generate a QR code or barcode (delivered via email or accessible in the Amazon app).
- Visit a participating Kohl’s within 30 days, and hand the item and your barcode to a Kohl’s associate at the designated Amazon return counter—usually near the entrance or customer service desk.
- No box, tape, or printed label needed. Kohl’s handled all the packaging and shipping back to Amazon.
It was efficient, hassle-free, and a model other retailers began to emulate.
The Breakdown: Why the Amazon-Kohl’s Return Option Disappeared
Official End of the Program: What Happened?
In mid-2022, both Amazon and Kohl’s began quietly scaling back the return program. By early 2023, notifications across Amazon’s help pages and social media accounts confirmed that the option was no longer universally available. While not a formal, sweeping announcement, numerous users reported that the “Return to Kohl’s” option no longer appeared during their return process.
Instead, Amazon began encouraging customers to use its return at UPS or USPS, or to schedule a pickup via Amazon Counter or Amazon Hub Locker. In some cases, prepaid shipping labels became the default.
Why did this happen?
Logistical and Operational Challenges
One factor in the decline of the Kohl’s return option was the sheer volume of returns. While foot traffic was beneficial for Kohl’s, processing millions of Amazon returns required additional labor, space, and resources. Associates had to scan, sort, and securely store packages before shipping—tasks that added complexity to daily store operations.
Additionally:
- Some Kohl’s locations struggled with space limits for storing incoming Amazon returns.
- Customer confusion sometimes delayed processing—e.g., returning ineligible items or using the wrong return method.
- Kohl’s associates weren’t always trained to handle Amazon-specific return policies, leading to inconsistencies.
According to retail industry analysts, this operational burden began outweighing the foot traffic benefits, especially as in-store retail began stabilizing post-pandemic.
Strategic Shift at Kohl’s
Kohl’s has undergone a significant strategic transformation in recent years. Under new leadership and ownership changes—including investment from private equity firm Vici Properties and asset-light real estate positioning—the company has focused on profitability, store optimization, and partnerships that directly align with its core apparel and home goods business.
Returning Amazon items—many of which were electronics, small gadgets, or non-apparel merchandise—didn’t always drive Kohl’s product sales. While some returners did shop while there, the conversion rate wasn’t high enough to justify the continued operation in many locations.
Moreover, Kohl’s recently expanded its own e-commerce return capabilities and launched new branded partnerships (such as Sephora in select stores), which may have taken priority over handling third-party returns.
Amazon’s Expanding Return Infrastructure
At the same time, Amazon has invested heavily in its own return logistics. The company now operates:
- Amazon Counter: In-grocery-store return locations (e.g., Whole Foods Market).
- Amazon Hub Locker: Secure pickup and drop-off points in apartment buildings, retail centers, and Amazon Fresh stores.
- One-Click Returns with UPS: Instant labels and drop-off at UPS Access Points.
- Amazon return pickup service: For large or bulky items, Amazon will collect directly from your home—for a fee in some cases.
With these alternatives available, Amazon no longer needed to rely heavily on external partners like Kohl’s to manage returns. The company could maintain customer satisfaction while retaining control over the process and branding.
Partnership Limitations and Regional Differences
It’s worth noting that the Amazon-Kohl’s return program was never available at every single Kohl’s location. Some rural or lower-traffic stores never participated. Even during the program’s height, availability depended on your zip code and the specific store’s capacity.
As the program phased out, Amazon began offering return options based on a user’s geographic region. Urban customers might still see alternatives like Hub Lockers or Whole Foods, while suburban and rural users were more likely to default to UPS drop-offs—even though this meant added effort for them.
Thus, the disappearance of Kohl’s returns was not uniform—it was a gradual deactivation based on region, store performance, and logistical feasibility.
When the Option Could Still Disappear—Even If Available
Even if the return-to-Kohl’s option appears in your Amazon account, returns may still be denied in-store. Here’s why:
Ineligible Items
Not all Amazon products qualify for Kohl’s return. Typically, eligible items included:
- Small to medium-sized products
- Non-hazardous, non-fragile household goods
- Clothing, shoes, and accessories (provided they were in new condition)
However, the following are generally excluded:
- Large electronics (e.g., TVs, furniture)
- Hazardous materials (e.g., batteries, chemicals)
- Digital goods or subscriptions
- Seller-fulfilled items (marketplace sellers not using Amazon logistics)
If you attempt to return an ineligible product, the store has the right to refuse.
Expired Return Window
Amazon’s return policy typically gives you 30 days to return most items. Some exceptions apply (e.g., holiday returns extended to January 31), but the 30-day rule is standard. If you pass the deadline—whether by missing the digital return initiation or showing up late at Kohl’s—the return will not be accepted.
Improper Packaging or Missing Barcode
Amazon no longer requires you to box the item, but the product must be complete, in resalable condition, and accompanied by the digital or printed return barcode. Without it, Kohl’s staff cannot process the return.
Did You Print or Save the Barcode?
Make sure to:
- Save the return QR code in the Amazon app
- Keep the emailed receipt or barcode visible on your phone
- Ensure internet access when you arrive (to load the barcode if needed)
No barcode? No returns.
What Happens When You Can’t Return to Kohl’s?
With the Kohl’s option fading, customers need alternative ways to return their Amazon items. Here are the primary methods now being used:
Use a UPS Drop-Off Location
This is now one of the most common Amazon return methods. After initiating the return, Amazon generates a prepaid UPS shipping label. You can:
- Print the label and attach it to your package
- Drop it off at any UPS Access Point, The UPS Store, or authorized retail locations (e.g., CVS, Dollar General in some areas)
Pro Tip: You can often skip printing by showing the digital label on your phone—just ask the UPS agent.
Return at Amazon Fresh or Whole Foods Market (Amazon Counter)
Amazon Counter locations allow box-free returns for many everyday items. These are increasingly available in Whole Foods Market and Amazon Fresh stores. You:
- Initiate the return online
- Bring the item and barcode
- Hand it to a staff member at checkout or customer service
This method mimics the old Kohl’s experience but is limited to areas where Amazon-owned stores exist.
Schedule a Pickup at Home
Amazon offers a convenient pickup service for certain items. This is especially useful for large or heavy products. Simply:
- Select “Schedule pickup” during the return process
- Choose a date
- Ensure the item is properly packaged (if required)
UPS or USPS will come to your home to collect it. Note: This option may not be available in all regions and is typically faster for Prime members.
Drop Off at an Amazon Locker or Hub
Amazon offers drop-off at its secure package lockers. These are often located in apartment buildings, parking garages, or retail centers. To use this:
- Find an Amazon Hub Locker near you (through Amazon.com or app)
- Follow on-screen return instructions to get a barcode
- Scan the barcode at the locker and deposit the item
Lockers accept small to medium-sized, non-fragile items and are available 24/7 in many urban areas.
Impact on Consumers and the Retail Landscape
Reduced Convenience—Especially in Rural Areas
The loss of Kohl’s as a return partner hits hardest in suburban and rural communities. For many, Kohl’s was a nearby, non-UPS option that didn’t require driving long distances or paying for gas to drop off a package.
Now, without Amazon-subsidized return spots like Kohl’s, customers may face:
- Longer travel times to UPS locations
- Need to print labels at home
- Limited access to Amazon-owned stores or lockers
This shift could widen the digital equity gap, especially for older or less tech-savvy users.
A Reflection of Changing Retail Alliances
The Amazon-Kohl’s return program was a hallmark of the early 2010s trend of e-commerce and brick-and-mortar partnerships. Think Walmart partnering with Shopify, or Target integrating third-party sellers.
But today, the tide is shifting. Retailers are becoming more selective, focusing on partnerships that drive profitability, brand alignment, and customer retention. Returning Amazon items—no matter how convenient—didn’t directly boost Kohl’s sales or loyalty over the long term.
In contrast, Kohl’s new focus includes:
- Enhanced in-store experiences (Sephora, exclusive brands)
- Reimagining its digital platform
- Emphasizing private label growth
These moves suggest a pivot toward self-sufficiency, rather than serving as infrastructure for a competitor.
What the Future Holds for Amazon Returns
Amazon isn’t stepping back from physical returns; it’s just redefining what they look like. Expect:
- Expansion of Amazon Hub Lockers in apartment complexes and high-density areas.
- More in-store return options inside gas stations, convenience stores, or pharmacies—via Amazon Counter network.
- Greater use of AI to recommend the nearest and most efficient return option based on your location.
- Potential partnerships with more grocery or convenience chains, especially in underserved regions.
Amazon may also explore incentives—like instant refunds upon drop-off or loyalty points—for using preferred return methods.
Another emerging trend is instant return credit. Instead of waiting for Amazon to receive and process the item, some customers now receive refunds as soon as they drop it off at a designated location. This improves cash flow for shoppers and reduces post-purchase anxiety.
Practical Tips for Returning Amazon Items Today
Even without Kohl’s, returning Amazon items can be smooth if you follow best practices:
Check Return Eligibility Before Buying
Review the return policy on the product page. Some categories (e.g., apparel from certain brands, custom items) have exceptions. Seller-fulfilled items may have different windows and methods.
Initiate Returns Online Immediately
The sooner you start the return process, the better. Amazon locks in the return method at initiation—so even if options change later, your original method usually remains valid.
Keep Items and Packaging Intact
Do not remove tags, destroy packaging, or use the product extensively if you’re considering a return. Amazon reserves the right to deny refunds for used or damaged goods.
Track Your Return Status
After dropping off your item, check your Amazon order history. Refunds are typically processed within 5–7 business days after the return is scanned. If it’s been longer, contact Amazon Customer Service with your return ID.
Compare Costs Before Returning
While Amazon usually provides free return shipping for eligible items, some large or heavy products may incur fees, especially after the return window. Always double-check the estimated cost during the return process.
Conclusion: A Shift in Convenience, But Not the End of Options
The disappearance of Amazon returns at Kohl’s marks the end of an era—but not the end of convenient returns. The change reflects broader strategic shifts at both companies: Kohl’s focusing on profitability and brand synergy, and Amazon building out its own retail-return ecosystem.
While customers may miss the ease of walking into Kohl’s with a last-minute return, viable alternatives exist. Whether through UPS drop-offs, Amazon Counter locations, or locker returns, Amazon continues to innovate its logistics to maintain customer satisfaction.
Going forward, shoppers should:
- Stay informed about which return methods are available in their area
- Initiate returns promptly
- Keep digital return barcodes accessible
- Consider return policies before purchasing
Though Kohl’s is no longer a universal return partner, the evolution of return options shows how e-commerce and retail continue to adapt—balancing convenience, cost, and strategy. As long as Amazon prioritizes customer experience, returning items will remain accessible, even if the method keeps changing.
Why did Amazon stop allowing returns to Kohl’s?
In January 2023, Amazon discontinued its partnership that allowed customers to return Amazon purchases at Kohl’s stores. This decision came as part of Amazon’s broader strategy to consolidate and streamline its returns process through its own network of fulfillment centers, Amazon Return Centers, and other third-party drop-off locations like UPS and USPS. The shift reflects Amazon’s growing investment in independent logistics infrastructure, reducing reliance on retail partnerships to maintain control over customer experience and operational efficiency.
Kohl’s had been a convenient option for Amazon customers since 2020, especially for apparel returns, but the evolving logistics landscape prompted Amazon to reevaluate its return channels. With the rise of its own return hubs and automated systems, Amazon can process returns faster and at lower costs. While the move improves Amazon’s backend efficiency, it limits consumer flexibility, particularly for those who preferred in-person drop-offs without shipping labels or packaging.
Can I still return Amazon items to any physical stores?
Yes, Amazon still offers physical return options, but Kohl’s is no longer among them. Customers can return eligible Amazon purchases at Amazon Hub Locker locations, Amazon Fresh stores, Whole Foods Market, and select UPS Drop-off locations. These alternatives are designed to maintain some level of in-person convenience while aligning with Amazon’s proprietary logistics network. Each option has specific eligibility rules depending on the item type, purchase method, and seller.
For example, Whole Foods and Amazon Fresh stores typically accept returns of grocery and perishable items ordered via Amazon, while Hub Lockers are better suited for smaller, non-perishable goods. Customers should verify return eligibility and locate the nearest authorized drop-off point using the “Returns & Orders” section of their Amazon account, where the system will recommend the most appropriate return method based on their purchase details.
What items can no longer be returned to Kohl’s from Amazon?
All Amazon purchases, regardless of category, can no longer be returned to Kohl’s stores as of early 2023. This includes clothing, electronics, home goods, and accessories—items that were previously eligible under the partnership. Amazon expanded the Kohl’s return program during the pandemic to include nearly all non-grocery items, making the termination of the service a significant change for frequent shoppers who relied on this option.
While Kohl’s and Amazon still maintain a co-branded credit card and feature Amazon returns kiosks in select stores, these kiosks do not process returns on behalf of Amazon anymore. Any attempt to return an Amazon order at a Kohl’s location will be declined. Customers should plan for alternative return methods, especially for large or bulky items that may be inconvenient to ship themselves.
How do I return Amazon items now that Kohl’s is no longer an option?
Returning Amazon items now primarily involves shipping the item back directly or dropping it off at an approved Amazon or partner location such as UPS or a designated Amazon Locker. To begin, go to your Amazon account, navigate to “Returns & Orders,” select the item you wish to return, and choose a return method. Amazon often provides a prepaid shipping label that can be printed or shown digitally at drop-off points.
Depending on the item, Amazon may offer label-free returns where you simply need to drop off the unworn or unused product in its original packaging at a UPS location. For larger items, Amazon may schedule carrier pickup for free. While this process is generally seamless, it requires more active effort from customers compared to the simple drop-off experience Kohl’s once provided.
Was the Amazon-Kohl’s return program beneficial for customers?
Yes, the Amazon-Kohl’s return program was widely regarded as a customer-friendly initiative, especially for those who regularly purchased apparel online. It eliminated the need to print labels, package items securely, or pay for return shipping. Customers could walk into any participating Kohl’s store, hand over their return, and receive a receipt confirming the drop-off, streamlining the entire process and increasing convenience.
Moreover, the partnership encouraged foot traffic to Kohl’s stores, indirectly benefiting their sales as return customers often made additional purchases while visiting. For Amazon, it reduced logistical strain and delivery costs, particularly in rural or underserved areas. Despite these benefits, Amazon ultimately chose to prioritize control and scalability over third-party collaborations, signaling a shift toward self-reliance in fulfillment services.
Are there any plans for Amazon to reinstate Kohl’s as a return location?
As of now, there are no public indications that Amazon plans to reinstate Kohl’s as an official return location for Amazon purchases. The termination of the returns program was part of a deliberate, long-term logistics strategy centered on Amazon’s ability to manage the full customer lifecycle in-house. This includes expanding its network of automated return centers and optimizing regional fulfillment operations for efficiency.
While Amazon and Kohl’s still maintain other collaborations—such as hosting Amazon lockers in Kohl’s stores and co-branded credit card promotions—the returns partnership appears to be permanently discontinued. Customers hoping for a revival of this service should monitor official announcements from both companies, but existing trends suggest Amazon will continue focusing on proprietary return solutions rather than retail alliances.
What alternatives to Kohl’s are best for hassle-free Amazon returns?
The best alternatives to Kohl’s for hassle-free Amazon returns include Amazon Hub Locker locations, Whole Foods Market, and UPS Drop-off sites. Amazon Hub Lockers are particularly convenient as they allow customers to return small to medium-sized items without needing to interact with staff—simply scan a QR code at the locker kiosk to drop off the package. Whole Foods accepts returns on select grocery and household items, making it ideal for perishables and Amazon Fresh orders.
UPS has become a key partner for Amazon returns, offering thousands of drop-off points nationwide. Many returns now come with prepaid UPS labels, and eligible items can be returned without packaging—a feature known as “label-free returns.” These options replicate some of the convenience Kohl’s provided, though they may not be as versatile for non-standard items. Customers should always check return eligibility in their Amazon account to select the most efficient method available to them.