Shipping & Returns

Shipping & Delivery

hello the label uses Couriers Please carrier service for all Australian orders and Australia Registered Express Post for all International orders.

Orders placed on a weekend day will be processed within 24 hours of the next business day.

All orders will be delivered within 14 days.

Please note: COVID-19 may have impacts on our shipping processes and those of our delivery providers. Delays may be unavoidable. Thank you for your patience during this time.

NOTE: Please ensure your delivery details are correct as we are unable to re-direct packages once your order has been dispatched.

We do not ship to P.O boxes. Orders that are submitted with P.O Boxes as delivery address will be contacted for an alternate delivery address.

Our carriers deliver during business working hours (Monday – Friday 9 am – 5 pm) and will require a signature on receipt; we, therefore, suggest your order is delivered where possible to a work address rather than a residential address.

Australia

LAUNCH SPECIAL! Free shipping on all orders, no minimum spend required.

Deliveries for orders placed by 10am Monday – Friday AEST are shipped via overnight express. Please allow 1 – 4 additional days for locations outside of metropolitan areas and up to 10 days for Western Australia and Northern Territory.

Take into consideration that any delivery date or time specified by us is a best estimate only and hello the label will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery.

Orders will be delivered between Monday – Friday 9am – 5pm. Please note deliveries are not made on weekends. You may be required to pay further shipping charges where a change in delivery date or delivery address is requested by you or where an initial attempt to deliver the package fails and needs to be re-delivered.

Unfortunately, our carrier does not deliver on public holidays. You should expect delivery of your order on the next business day.

Please note that we base our delivery timeframes around the Australian calendar. This means that during Australian bank holiday periods you will need to add an additional 1 working day to your estimated delivery time for each Australian bank holiday.

International Shipping

hello the label uses Australia Registered Express Post to deliver to our International customers.

We ship worldwide, please allow 5-14 days for International Orders to arrive.

PLEASE NOTE: Any delivery date or time specified by us is a best estimate only and hello the label will not be liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery.

Any customs or import duties are charged once the order reaches its destination and must be paid by the recipient of the order. Customs policies and charges vary greatly from one country to another and we recommend that you contact your local customs office for further information. Where charges are due, this may impact the time it takes your parcel to reach you.

Please note hello the label has no control over these charges and cannot predict what they may be.

Unfortunately, our carrier does not deliver on public holidays. You should expect delivery of your order on the next business day.

Ownership & Risk

Your signature will be requested upon delivery at which point ownership and risk of damage of the goods passes to you upon delivery at your specified delivery address. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by hello the label and transfer of responsibility in the same way.

Christmas & Holiday Delays

We ask that you be mindful of the festive holiday when placing your Christmas and New Year orders as the office will be closed during the Christmas and New Year period.

Returns & Exchanges

hello the label takes great pride in our reputation for our quality. All items are quality controlled and checked for any faults prior to being dispatched to our customers. Should you receive an item that is not in perfect condition or not what you have ordered please contact us within 48 hours from receiving your goods.

We will provide you with a refund or exchange for full priced items only where:

The goods are in saleable condition, in their original packaging with all tags still intact
The goods have not been worn, damaged or washed
hello the label has been contacted within 48 hours of receiving your goods
The goods are returned within 7 working days of contacting hello the label
The original invoice as proof of purchase is provided

Returns that are damaged (due to wear), soiled or altered may not be accepted and may be sent back to the customer. Where provided, belts and any packaging such as authenticity cards, dust bags and leather tags should be included with your return.

Alternatively, we will provide you with a refund at our discretion for items that:

Are faulty (unless caused by the customer)
Have been wrongly described
Are different to the goods that you ordered

All returns must be returned to hello the label within 7 working days from contacting the office to be eligible for a refund. Returns after this period will not be accepted. If a refund is approved, the refund will be applied to the original card of purchase. We do not refund original shipping charges for international customers.

Please note: Card refunds may take up to 7 – 10 working days for your bank to process. This can vary greatly between issuers and unfortunately, we are unable to influence this. Sale items are final and cannot be returned for a refund or exchange unless deemed faulty.

Faulty Goods

Goods are classified as faulty if they are received damaged, has a defect or is unacceptable in appearance or finish. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items.

Items can only be exchanged for a different size or colour in the same style. All exchanges are subject to availability. If the style cannot be repaired or replaced customers will receive a full refund.

For all faulty items outside of our Returns Policy please contact hello@hellothelabel.com.

Exchanges will only be accepted if:

The goods are in saleable condition, in their original packaging with all tags still intact
The goods have not been worn, damaged or washed
hello the label office has been contacted within 48 hours of receiving your goods
The goods are returned within 5 working days of contacting hello the label
The original invoice as proof of purchase is provided

Colours May Vary

We have made every effort to display as accurately as possible the colours of our range that appear on the hello the label online store. However, as computer monitors vary, we cannot guarantee that your monitor’s display will be completely accurate.

Return Shipping

Return shipping must be prepaid and a traceable method used to ensure safe and documented delivery. hello the label takes no responsibility for missing incoming deliveries. Return shipping charges are not refundable. hello the label will reimburse any reasonable document shipping charges for return of goods that have been deemed faulty.

How to Return/Exchange your Online Order

Please email hello@hellothelabel.com to request a returns authorisation (RA) number. Returns will not be accepted and will be returned to the customer without appropriate paperwork and RA number.

Please fill out the returns and exchange form sent with your original order and send to our returns address with the items.

Our address for all returns is:

hello the label
P.O Box 632
Mermaid Beach
QLD Australia 4218