FAQ
CUSTOMER CARE ENQUIRIES
Please contact us at: hello@vthelabel.com
We aim to respond to customer service enquiries within 3 working day. As a small business, our customer care team works hard to get back to each and every enquiry in a timely manner.
When will my order arrive?
Your order will be processed and dispatched within 3-4 business days.
Personalized items take approximately 14 days to produce before shipping.
If your order includes both in-stock and personalized items, we’ll ship them separately at no extra cost. Tracking details will be provided for each shipment.
As each personalized piece is handmade to order, production times are estimates and occasional delays may occur.
Can I return an item?
As a valued customer, we want to ensure you are satisfied with your purchase. Where you would like a return, the following applies:
- All sale items purchased during our Black Friday Sale are final sale. No returns, exchanges, or price adjustments will be accepted on Black Friday purchases.
- Returns will only be accepted within 14 days from the date of delivery. Items returned beyond this period will be refused.
- Items must be unworn, and in its original condition. Return your item in the original packaging or smaller box
Please see our Returns and Exchanges page for more information.
ARE RETURNS FREE?
The shipping cost of returning item(s) to the warehouse for exchange, store credit or refund, is not covered or reimbursed by us. We understand that postage can be costly, so we do not expect express shipping on returns. The returns period applies to the time in which a return must be requested.
Can I exchange an item?
We currently don’t offer an exchange service. All pieces eligible for a return can be done so for a refund or store credit. You can then place a new order for the piece or size you’d prefer!
Please see our Returns and Exchanges page for more information.
How do I change my order?
Unfortunately, we are unable to cancel or amend orders once they have been placed. In most cases, you can return your order once you have received it, please find further details in our Returns and Exchanges page.
Can I combine discounts code?
Discount codes cannot be used in conjunction with free shipping discount codes, and promotional codes do not apply to items during a sale, or any other type of discount.
One Code at a Time: You can only use a single discount or promotional code per transaction.
During sitewide sales, the discount is usually applied automatically at checkout, meaning separate promotional or discount codes cannot be stacked or added on top of the promotional price.
WELCOME OFFER ENQUIRIES
Your Welcome Discount is valid for one time use only. Discounts cannot be applied retroactively or on future purchases. Taxes, shipping, and handling fees are not discounted. Cannot be combined with other promotions, discounts or sales.
Will I be charged duties and taxes? For International shipments (Outside of Australia)
Duties and taxes are not included on all international orders. Therefore all customers outside of Australia may be liable for any customs and import duty, quotas, permits, product restrictions and other local requirements as well as additional fees from the courier.
We do not have control over these fees and we cannot advise as to what the costs will be, as they vary by Country. For more information, please contact your local customs office. Keep in mind that we’re not able to reimburse you for duties and taxes paid upon delivery.
These charges must be paid by the recipient of the parcel. We can not be liable for any customs, import duties or any other additional fees you may be charged. If the parcel is refused, a small fee will be incurred.