Refund policy
Refund Policy
At Dee the Label, we take pride in delivering carefully crafted, high-quality garments. If you experience any issues with your purchase, please review our returns policy below.
Eligibility for Returns
Faulty or Defective Items
We only accept returns for items that are faulty or have manufacturing defects. Items must be unworn, with original tags attached, and returned in their original packaging.
Return Period
Return requests must be submitted within 14 days of receiving your order.
Proof of Purchase
A valid receipt or proof of purchase is required for all return requests.
How to Initiate a Return
To request a return, please contact us at [dtlcustomerservicee@gmail.com] with your order number, reason for the return, and clear evidence of the fault. Once your request has been reviewed and approved, we will provide instructions for returning your item.
Please note that returns sent without prior approval will not be accepted.
Non-Refundable Items
Change of Mind or Sizing
We do not offer refunds for change of mind or sizing issues. Store credit may be issued at our discretion.
Hygiene Products
For hygiene reasons, items such as headpieces (including jilbabs, hats and hijabs) cannot be returned or refunded.
Delivery Costs
Shipping fees are non-refundable, and customers are responsible for return shipping costs.
Sale Items
All sale items are final and cannot be refunded, returned, or exchanged.
Archive Sale (In-Store Purchases)
Items purchased in-store during our Archive Sale are strictly final sale and cannot be returned, exchanged, or refunded under any circumstances, including if the item is faulty.
Archive Sale items are offered at heavily discounted prices due to the presence of potential faults or imperfections. It is the customer’s responsibility to carefully inspect all items before purchasing. By completing the purchase, customers acknowledge and accept the condition of the item.
Customs Duties & Taxes
Any customs duties or taxes are not included in your order total and must be paid to your local customs office before your parcel can be delivered. For more information regarding potential fees, we recommend contacting your local customs authority.
If an order is returned to us due to unpaid customs duties, taxes, or because it was unclaimed, our customer service team will contact you via email once the parcel is received.
You will have 48 hours to respond with one of the following options:
* Pay for reshipping so the parcel can be sent back to you, or
* Leave the parcel with us, which will result in an automatic cancellation for store credit only.
Refunds will not apply in these circumstances.
If we do not receive a response within 48 hours of the email being sent, the order will automatically be cancelled and store credit will be issued.
Damages and Issues
Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact us immediately at [dtlcustomerservicee@gmail.com] so we can review the issue and assist you as soon as possible.
Exchanges
If you would like to exchange an item, please contact us at [dtlcustomerservicee@gmail.com]. Our team will guide you through the next steps.
Once we receive and approve your return, a store credit will be issued, which can be used to place a new order.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved or rejected.
If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at [dtlcustomerservicee@gmail.com].
Order Cancellations
If you wish to cancel your order, please email [dtlcustomerservicee@gmail.com] with your order number as soon as possible.
While we will do our best to accommodate cancellation requests, once an order has been invoiced, packed, or dispatched, changes or cancellations cannot be made as the parcel becomes the responsibility of the courier company.
Once payment has been received and your order is processed, it becomes subject to our returns policy.
All order cancellations, including pre-orders, are eligible for store credit only. Refunds will not apply.
Pre-Order Cancellation Policy
Pre-orders may only be cancelled for store credit if the pre-order window is still live and production has not yet commenced.
Once production begins, cancellations will no longer be accepted, as items are produced in bulk based specifically on the orders placed.
Contact Us
For any questions regarding returns or our policy, please contact us at [dtlcustomerservicee@gmail.com].
Kind regards,
Customer Service Team
Dee the Label.