Delivery and Returns
Independent Label delivery and returns. Orders placed during the Christmas period are likely to be subject to delays across both UK and International couriers. Please order ahead of time where possible to ensure your order arrives before Christmas. We will endeavour to deliver all orders placed before these dates before Christmas, however these dates are a recommendation and not a guarantee. You will be notified via email once your item has been dispatched and provided a tracking code to get the latest updates on your delivery.
Delivery and Order Tracking
When Will I Get My Order?
We work closely with our suppliers to flex with demand. Usually, it takes 3–7 days to fulfil an order, after which it is despatched and shipped out. The shipping time depends on your location, but can be estimated as follows:
- UK: 3-5 working days
- Europe: 3-10 working days
- USA: 3-10 working days
- Canada: 6-10 working days
- Australia: 6-10 working days
- Japan: 6-10 working days
- Rest of the World: 10-20 working days
Currently we do not ship to Cuba, Crimea, Iran, North Korea, and Syria
How Do I Track My Order?
You’ll receive a tracking link via email when your order is despatched and sent out. If you have any questions about your tracking or shipment, please send an email to sales@theindependentlabel.com.
Which Couriers Do You Us?
We use a number of providers including Royal Mail, DPD, Amazon Business, FedEx, DHL and USPS. The exact provider will be noted on the email with the shipment tracking details.
Where Will My Order Ship From?
All items are dispatched from the United Kingdom.
Will I Be Charged Customs For My Order?
We are a UK based company. Please note, an additional customs and tax fee can occur on international orders. Unfortunately, this fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My Order Should Be Here By Now, But I Still Don't Have It. What Should I Do?
Before getting in touch with us, please check the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your neighbour’s, get in touch with us at sales@theindependentlabel.com with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping and the new product will be at your own cost.
What Do You Class As A Working Day?
A working day is classed as Monday to Friday where there is no public holiday.
I Received A Wrong/Damaged Product, What Should I Do?
We’re so sorry if the product you ordered arrived damaged or is incorrect. To help us resolve this for you quickly, please send an email to sales@theindependentlabel.com within 7 days of receiving delivery with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Returns
Unfortunately, we don’t offer returns and exchanges. All orders withIndependent Label are deemed to be personalised products as they are made on demand to order. This ensures we are able to pass on saving directly to the end customer. If there’s something wrong with your order, please let us know by contacting us via email sales@theindependentlabel.com
Do You Offer Refunds?Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at sales@theindependentlabel.com with photos of wrong/damaged items and we’ll sort that out for you.
Can I Exchange An Item for a Different Size/Colour?
At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts. We have one for every item listed on our store, in the product description section. We have it listed in both inches and centimetres. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at sales@theindependentlabel.com within a week after receiving your order. Please include your order number and photos of the mislabelled item, and we’ll send you a new one, or issue a refund.
Return Policy
Returns Policy ExplainedAny claims for misprinted/damaged/defective items must be submitted within 7 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 4 weeks. If the Independent Label isn't used as the return address, you would become liable for any returned shipments you receive.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to back to us. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment (if and as applicable). Independent Label does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
- the supply of goods that are made to the consumer's specifications or are clearly personalised.
- sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore Independent Label reserves rights to refuse returns at its sole discretion.
Order and Shipping Costs
How Do I Calculate Shipping Costs For Orders?
Order as many items as you want, one simple low-cost shipping price:
- UK £3.99
- EU £9.99
- Rest of the World £11.99
Currently we do not ship to Cuba, Crimea, Iran, North Korea and Syria