If something isn’t right, you have 14 days from the day your order arrives to let us know you’d like to return it. That applies whether it’s faulty, the wrong item, or simply not what you hoped for.
The condition we need it back in
To be refunded, an item must come back:
- Unworn and unwashed
- With all original tags still attached
- In its original packaging
Try things on the way you would in a shop. Items returned worn, washed, marked, scented or with tags removed can’t be refunded, and we’ll have to send them back to you.
For hygiene reasons, pierced jewellery and underwear can’t be returned unless they’re faulty.
Who pays the postage
| Faulty item | We cover it |
| Wrong item sent | We cover it |
| Wrong size ordered | You cover it |
| Changed your mind | You cover it |
If it’s our mistake, we’ll sort the return postage and you won’t be out of pocket. If it’s a change of mind or a size that didn’t work, the return postage is yours to pay. We’d always recommend a tracked service — until a parcel reaches us, it’s your responsibility, and we can’t refund something that never arrives.
Order-in items
Items marked order-in — 10–14 days can be returned on exactly the same terms as everything else. Same 14 days, same condition requirements.
How to start a return
Please don’t post anything back before speaking to us. Message us on WhatsApp or email info@thelabelclub.co.uk with your order number and what you’d like to return. We’ll confirm the returns address and talk you through it.
Once you’ve told us you want to return something, you have a further 14 days to get it back to us.
Your refund
We’ll refund you within 14 days of the item reaching us, to the original payment method. If you paid with Klarna, the refund goes back through Klarna and your plan is adjusted automatically.
If you’re returning your whole order, we’ll refund the standard delivery charge you paid too. If you upgraded to a faster service, we refund the standard rate rather than the upgrade. If you’re returning part of an order and keeping the rest, the delivery charge stays as it was.
Exchanges
The quickest way to swap a size or colour is to return the original for a refund and place a new order — that way you’re not waiting on a return to land before your replacement ships. If the size you want isn’t showing, message us and we’ll sort it.
Faulty items
Every item we send is checked before it goes out, but if something arrives damaged, faulty or simply isn’t what you ordered, you have 30 days from receiving it to reject it and claim a full refund. Message us with your order number and a photo of the problem before sending anything back. We’ll replace it or refund you in full, including postage both ways.
This policy sits alongside your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, and doesn’t replace them.
European returns
The same 14 days and the same conditions apply. Return postage from Europe is payable by you unless the item is faulty or wrong. Any import charges you paid on receiving the parcel are set by your own country’s customs authority — you may be able to reclaim them directly, but we can’t refund them.