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FAQ's

Delivery

I can't wait to get my order! How long will it take? 

Our lovely warehouse staff will do all they can to get your order out to you as quickly as possible. If you have ordered with Standard Delivery, expect your order within 3-5 working days. If you haven?t received your order by this time, please contact our delightful customer service team. Our couriers will deliver between 7am and 9pm.

How can I track my order? 

When we dispatch your parcel we will also email you a tracking reference (At around 9pm). If you have ordered using next working day, this tracking reference will be in use from the next working day. If you have ordered using Standard delivery, the tracking reference will be in canuse from the second working day. You will also be sent a text message on the day your parcel is out for delivery. Click here to track your order

Can I get next day delivery? 

Please note - Orders placed with Click & Collect: Cut-off times for 24 or 48 hours will be 5pm


Need your order fast?

Next day delivery is available 7 days a week!*

Next Day Information Table Delivery Day

Mon-Fri - Orders placed before 4pm**

    
Delivered next day

Saturday - Orders placed before 2pm**

Delivered on Sunday

Sunday - No Next Day - Orders placed Delivered on Tuesday

*Not available Bank holidays, or to Islands, Scottish Highlands and Northern Ireland.
(At least until we get our teleporting machine working!)

**All orders placed after those times will be delivered in 2 days.

Certain areas are not eligible for Next Day delivery; you will be informed of this when entering your delivery address after the checkout as the delivery will default to the standard service.

Our delivery chaps love their bank holidays, so anything due to be delivered on a bank holiday will arrive the following day.

Do you ship overseas? 

We definitely do! Please click the link below to view all countries we ship to:

http://www.getthelabel.com/fcp/content/international/customerservices

I missed my delivery, what do I do now? 

No worries, if no safe place is available or you haven’t set one on the Evri App, our delivery partner will make 3 consecutive delivery attempts before returning the parcel to us.

You will also be emailed a digital calling card giving details on the delivery attempt, stating where the parcel has been left or that they it will be attempted again.

What if I’m not going to be in?

You can track and divert your delivery to a local Parcelshop, Locker or neighbour in both the app and on the web. You can also “Share my delivery” with friends and family.

My parcel is showing as delivered, but I haven't received it? 

This doesn?t sound too good! Please contact our customer service guys straight away. They will ask you to fill out a disclaimer form which will then need to be returned to us so that we can investigate it fully with our courier.

Please make sure you contact us within 14 days of the order date! Otherwise, we will be unable to act on anything.

 


Payment

How do I pay?

We accept most major payment methods including Delta, Visa, Maestro, and MasterCard.

As an additional level of security, we have the 3-D Secure option, where a password for your card is required. If you are not aware of your 3-D password or if you require one, please contact your bank or credit card provider.

We also accept PayPal.

When do you take payment? 

If you are paying with a card, you will be debited when your order is dispatched.

If you are paying with PayPal, you will be debited immediately from your account.

 


Order Issues

Why have I only received some of my order?

In the rare instance that some items you have ordered are so popular that we run out of stock, you will be sent a 'Cancelled item' email from our customer services. This will let you know which product(s) we can't send you and inform you that you won't be charged for the item(s).

I have received the wrong item

Woops! Sorry about that, please contact our customer services to arrange the quickest way to get your correct item to you. There are two options for this:

  • Pre-Paid Returns Label ? Contact us with your order number via email (customerservices@getthelabel.com) or phone 0333 004 3111 (Charged at your local rate, mobile operators may vary) and we will pop a pre-paid returns label in the post for you.
  • Post ? Simply pop the item back in the post with a cover letter including your order details, name, address and we will refund you the postage due to our error.

 


Returns

How long can I keep my order before returning it? 

You have a whopping 21 days to decide if the item is right for you. If it isn't simply return it to us for refund within that time period.

I believe I have a faulty item!

No worries, we accept faulty returns back for inspection within 6 months from the date you have purchased the item.

How do I return an item? 

If for some bizarre reason you are unhappy with your order, please return it to us *unworn and within 21 days for a full refund.

All items must be returned with the original tags attached and footwear must be returned within  the original boxes (undamaged).

*Please note all swimwear must have the protective sticker intact. Earrings and underwear can?t be returned due to health and hygiene.

Simply complete the returns slip on your *delivery note, stating which items you are returning.

Refunds: All refunds will go back on to your original payment method, within 3-5 working days.

Once your return has made its way back to us, please allow us 5 working days to process a refund.
*Mislaid your delivery note? Don't worry, simply attach a covering letter with your name, full address and your requirements to your parcel.

Sending it back to us?

Get The Label,
Returns Department,
PO Box 190,
Birchwood,
Warrington,
WA3 9AN,
United Kingdom

Please use your local postal service requesting the standard delivery, and ensure you opt for the extra compensation where possible. Make sure you keep the receipt for this as it will ensure you are covered in the unlikely event of your parcel going missing in transit ? Get the Label cannot be held responsible for any returns lost in the post.

We will happily refund the cost of your postage if the item you are returning is faulty or was incorrectly sent.


How long will it take to process my return? 

When we receive your item(s) please allow us 15-20 working days to process your refund.

Refunds: We will send you an email to let you know that we are sending the money to your original payment method, which will then take 3-5 working days to appear back on the card you paid with. However, with some banks, this can take up to 10 working days.


What do I do if I have lost my returns slip? 

Don't worry about it, simply pop a covering letter in with your parcel containing, your name, full address and your requirements.

I have received a faulty item! 

If you think there is a fault with an item you have received from us contact our Customer Care team with your full name, order number, description and photograph of the fault. We aim to resolve any issues with faulty items as soon as we can within office hours but we need you to inform us of any faults as soon as you discover them so that we can resolve the issue for you. You have 6 months to contact us regarding a faulty item.


Am I still able to return my item if there is make-up or fake tan around the neckline etc.?

Any unwanted items must be returned to Get The Label in a saleable condition. Unfortunately, any returns which are found to have make-up stains on the garment cannot be refunded.

Am I able to return an item if a bead or sequin has fallen off with wear? 

Customers should be aware that there is an expectation that with normal wear, the odd bead, sequin or embellishment could occasionally fall off. Extra beads & sequins will be provided with the original garment that you can use to replace any that fall off. If you have not worn the garment and beads, sequins or embellishments are broken or missing, we would consider this faulty.


What happens if I return the item after 21 days? 

If after 21 days you decide that you would like to return the goods, simply send it back to us. We won't be able to give a refund.

What if my return item gets lost on the way to you? 

Post: In the unfortunate occasion that your parcel is lost in transit on the way back to us, you must contact the post office and fill out a P58 form (A claim form for a lost parcel) We can?t be held responsible for any returns lost, therefore we highly recommend that you keep your receipt as proof of purchase.

 


General

Can I buy Get The Label Gift Cards or Vouchers?

What a great idea! Watch this space, we're working on it!

How can I contact Get The Label?

Email, Telephone or smoke signal?We recommend the first two, as these are the most efficient.

Find out more here: http://www.getthelabel.com/fcp/content/contact-us/customerservices


Why can't I choose my size?

In the rare occasion that your size isn't showing on the product page, it means that the item you like is so popular that we have sold out. You must have a good eye for fashion. The only way we will receive more stock for that item is from a customer return.


Changed your mind on your order?

Don't worry about it, it is perfectly fine to cancel your order. You must act fast though, our warehouse team are incredibly efficient and there is a point where we cannot stop the order from being picked and dispatched. We suggest you telephone our customer service team on:

0333 004 3111 (Charged at your local rate, mobile operators may vary)

Press option 2 instead of emailing us. That way there is a better chance of us being able to cancel the order.

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