FAQ
1. Orders & Payments
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, PayPal, Klarna (Pay Later & Pay in 3), Apple Pay, and Google Pay.
Q: Can I cancel or change my order after placing it?
A: Once an order is placed, it is processed immediately. We cannot guarantee cancellations or changes, but please contact us at [your support email] as soon as possible.
Q: My payment was declined. What should I do?
A: Please check if:
• Your card details are correct
• Your bank has approved the transaction
• You have sufficient funds
If the issue persists, try another payment method or contact your bank.
2. Shipping & Delivery
Q: How long does shipping take?
A: Shipping times vary depending on your location:
• UK Standard Delivery: 3-5 business days
• UK Express Delivery: 1-2 business days
• International Shipping: 5-10 business days
Q: How much is shipping?
A: Shipping costs are calculated at checkout based on your location and selected shipping method.
Q: How can I track my order?
A: Once your order is shipped, you will receive an email with a tracking number. You can track it via our shipping partner’s website.
Q: My order hasn’t arrived yet. What should I do?
A: If your order is delayed, please check your tracking information first. If you need further assistance, contact us at thelabellabltd@gmail.com
3. Returns & Refunds
Q: What is your return policy?
A: We offer a 14-day return policy. Items must be unworn, unused, and in original packaging with tags attached.
Q: How do I return an item?
A: To start a return, contact us at [your support email] with your order details. We will provide return instructions.
Q: Do you offer free returns?
A: Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong or faulty item).
Q: How long does it take to receive a refund?
A: Once we receive and inspect your return, refunds are processed within 5-7 business days to your original payment method.
Q: Can I exchange an item?
A: We currently do not offer exchanges. If you need a different size or item, please return the original and place a new order.
4. Klarna (Buy Now, Pay Later)
Q: How does Klarna work?
A: Klarna allows you to split your payment into 3 interest-free installments or pay later in 30 days. Simply select Klarna at checkout and follow the instructions.
Q: Why was my Klarna payment declined?
A: Klarna has its own approval process based on factors like your credit score and order value. If declined, try another payment method or contact Klarna support.
5. Product & Sizing
Q: How do I know which size to order?
A: Each product has a size guide in the description. If you’re unsure, feel free to contact us for assistance.
Q: Are your products authentic?
A: Yes! We only sell 100% authentic designer brands.
Q: Will you restock sold-out items?
A: Some items may be restocked, while others are limited edition. Follow us on Instagram (@thelabellab__) for updates on restocks.
6. Customer Support
Q: How can I contact you?
A: You can reach us via:
• Email: [your support email]
• Instagram DMs: [@thelabellab__]
Q: What are your customer service hours?
A: Our support team is available Monday to Friday, 9 AM – 6 PM (UK Time).