Customer Services
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Customer services
FAQ's
Questions
- • How long does delivery take?
- • How can I track my order?
- • What about Next Day?
- • Do you ship internationally / abroad?
- • I missed my delivery, what can I do now?
- • My parcel is showing as delivered, but I haven’t received it?
- • How long can I keep my order before returning it?
- • How do I return an item?
- • How do you calculate discount on a returned item?
- • How long will it take to process my return / exchange?
- • What do I do if I have lost my returns slip?
- • Who pays for my return postage?
- • What is Collect Plus?
- • Do you charge postage on items I wish to exchange?
- • What happens if I have a faulty item?
- • What happens if I return the item after 21 days?
- • What if my return item gets lost on the way to you?!
- • Can I buy Get The Label gift cards or vouchers?
- • How can I contact Get The Label?
- • Why can’t I choose my size?
- • When will you be getting more stock in of the item I want?
- • Can I cancel my order?
- • Can I place an order by telephone?
DELIVERY
How long does delivery take?
For standard delivery you can expect your order within 3-5 working days. If you have not received your order within the stated time please contact our customer service team. We do not specify a delivery time but our couriers will deliver between 7am and 9pm.
How can I track my order?
When your parcel is despatched you will be emailed a tracking reference at around 9pm. This tracking reference will be in use from the next working day after it is sent to you if you have ordered next day; standard parcels are not trackable until the second working day. You will also be sent a text message on the day your parcel is out for delivery if you have entered the correct mobile phone details when registering.
What about Next Day?
We have a next day service which, if purchased before 4pm on a weekday, will be delivered the next day excluding Sundays and Bank Holidays:
| Next Day Information Table | Delivery Day |
Order by 4pm Monday to Friday |
The following day |
After 4pm Friday up until 12pm Sunday |
Monday |
After 12pm Sunday until 4pm Monday |
Tuesday |
If you are not eligible for next day, you will be stopped at the payment stage and asked to select another delivery option.
Do you ship internationally / abroad?
Yes we do. Please click the link below to view all countries we ship to and their postal charges:
http://www.getthelabel.com/fcp/content/international/customerservices
I missed my delivery, what can I do now?
Our delivery agreement means the courier will try to leave your item in a safe place if you are not at home. If no safe place is available, a calling card will be left with the driver’s contact number so you can re-arrange delivery with them.
My parcel is showing as delivered, but I haven’t received it?
If this has happened, then please contact our customer service department immediately. We will require you to fill out a disclaimer form which needs to be returned to us and we will investigate this fully with our courier. Please ensure you contact us within 14 days of the order date or we will be unable to process any such claims.
PAYMENT
How do I pay?
Payment on the site is simple and accepts most major payment methods including DELTA, VISA, MAESTRO and MASTERCARD. We also have the 3-D SECURE option, where a password for the card is required. This is another level of protection for customers. Should you not be aware of your 3-D SECURE password or if you require one, please contact your bank / credit card provider. We also use paypal.
When do you take payment?
If you are using a card, payment is taken at the point when your items are despatched not at the time of placing your order. If you are using paypal, funds are debited immediately from your account.
ORDER ISSUES
Why have I only received some of my order?
In rare instances some items you have ordered may become unavailable and subsequently not sent to you. If this happens, you will be sent a ‘cancelled item’ email from customer services informing you of the product(s) you won’t be receiving and you will not be charged for the item.
You sent me the wrong item?!
In some instances the incorrect item can be sent, if this does happen, please contact our customer services department. We will then arrange to have the item collected from you and the replacement item sent back out to you free of charge. Unfortunately we cannot specify a pick up time and it will be between the hours or 9am and 5.30pm. If this is inconvenient for you can post the incorrect item back and we will refund you the postage due to our error.
RETURNS
How long can I keep my order before returning it?
Our returns policy is 21 days. Therefore you must send it back to us before then. If we receive your return after that date it will not be refunded and will be returned to you.
How do I return an item?
Please complete the returns slip on your delivery note clearly stating which item you are returning and the action you would like us to take. If you request a refund then the amount paid will go back onto your original payment card. If you request an exchange please indicate which size you require or alternatively, if you are choosing a different item, please advise the product code and size required. Please note that we can only exchange goods for items of the same value or less. If the exchange item is cheaper in price then we will automatically refund the difference. If you wish to exchange your purchase for items that are higher in value then you should request a refund for the returned items and place a new order for the replacement items on our website. If the exchange item is out of stock, you will automatically be refunded.
How do you calculate discount on a returned item?
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
How long will it take to process my return / exchange?
Once we receive your returned items please allow up to 5 working days to process a refund and up to 5 working days for exchanges. For refunds, you will receive an email informing you of this, from this point it can take 3-5 working days for the money to appear back on the card you paid with, however with some banks, this can take upto 10 working days.
What do I do if I have lost my returns slip?
If you have mislaid your delivery note simply enclose a covering letter with your name and full address together with your requirements.
Who pays for my return postage?
Get The Label does not have a free collection service for returns; but we now have two options for you to return items to us:
- You can pay £3.29 to send the item with Collect +
- You can take your parcel to the post office and request a tracked delivery service, ensuring you opt for the extra compensation if the contents of your parcel exceed the value of £32 – this will ensure you are adequately covered in the unlikely event of your parcel going missing in transit.
What is Collect Plus?
Collect plus is a convenient way to return parcels at any one of their 4,500 local stores, most open early or late, 7 days a week. To use the service, go to the Collect Plus website www.collectplus.co.uk/getthelabel purchase a returns label for £3.29, print the label out and attach to the parcel, then take the parcel to a Collect Plus store and it will be returned back to us.You will receive proof of postage, and an online tracking code, so that you can follow your parcel's progress back to us. Parcels can take between 3-5 days to be returned to us via collect plus.
Collect Plus service is available to UK Mainland, Northern Ireland and the Isle of Wight only.
Do you charge postage on items I wish to exchange?
We do not charge postage for any exchange items being sent out to you.
What happens if I have a faulty item?
We will happily refund the cost of your postage if the item you are returning is faulty or was incorrectly sent. Alternatively you can contact us and we can provide you with a Collect Plus label.
What happens if I return the item after 21 days?
We think that 21 days is enough time for you to decide if you are happy with your goods or not, therefore if you return your goods after this time you will only be eligible for a credit note; we would not be able to process a refund.
What if my return item gets lost on the way to you?!
Get The Label cannot be held responsible for any returns parcel lost in the post, therefore please keep your receipt as proof of postage. If your parcel is lost when being sent back to us, you must contact the post office and fill out a P58 form which is a claim form for a lost parcel. We find that returned parcels which are not sent back using the tracked delivery service method are the most commonly lost, although this is in the severe minority. If your return is lost by Collect +, we will process your return as normal as long as you can provide your tracking number or receipt.
GENERAL
Can I buy Get The Label gift cards or vouchers?
At present we do not sell such items.
How can I contact Get The Label?
You can either email us or telephone us, please click the link below to view such options:
http://www.getthelabel.com/fcp/content/contact-us/customerservices
Why can’t I choose my size?
If your size is not showing on the product page, I’m afraid that size is out of stock and therefore unable to be sold. The only way we will receive more stock in of that item is from a customer return.
When will you be getting more stock in of the item I want?
All the stock you see on the website is on sale. The only way we receive more stock in from a size that is sold out, is from a customer return.
Can I cancel my order?
You can but you must be very quick! Our warehouse team are incredibly efficient and there is a point where we cannot stop the order from being picked and despatched. I would suggest you telephone our customer service team on 0844-880-6201 and press option 2 instead of emailing us. That way there is a better chance of us being able to cancel the order.
Can I place an order by telephone?
Of course you can! We have a team of dedicated sales operatives who take order calls 24/7 (except on Christmas day).They can be reached on 0844-880-6201 and by pressing option 1.
