Return and refund policy
Refund policy
We have a 14-day returns policy, which means you have 14 days to request a return after you have received your item. You are responsible for the cost of the return.
To be eligible for a return, the item must be in the same condition as you received it, unused or unworn, labelled and in its original packaging. You also need the receipt or proof of purchase. All returns must be sent traceably.
To initiate a return, you can contact us at contact@destinylabel.com.
If your return is accepted, we will send you instructions on how and where to send your parcel. Items sent back to us without first requesting a return will not be accepted. Return labels can be purchased at your nearest post office or online. Returns are also subject to our administration fees. You can read more about these below.
You can always contact us for questions about returns at contact@destinylabel.com
Defective products
Please check your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the problem and rectify it.
Exceptions/items that cannot be returned
Some types of items cannot be returned, such as customised products (e.g. special orders or personalised items) and personal care items (e.g. beauty products). Please contact us if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift vouchers.
Exchanges
The quickest way to make sure you get what you want is to return the item you have, and once the return is authorised, make a separate purchase for the new item.
Refunds
We will notify you when we have received and inspected your return and communicate whether the return has been authorised or not. If it is authorised, you will automatically receive a refund on your original payment method within 5 working days. Please note that it may take some time for your bank or credit card company to process and record the refund. To cover administrative costs for handling returns, a fee of €10 will be deducted from the original refund.
If more than 15 working days have passed since we have authorised your return, please contact us at contact@destinylabel.com.
Payment fees
For returns, the customer is responsible for paying any shipping costs to our warehouse in China.
The Distance Contract Act does not give the customer the right to request a refund of costs for transport & transaction costs or other services rendered. Therefore, we apply the following non-refundable payment fees:
A fixed payment fee of 11.50 GBP + 3.50 GBP per additional item.
If the order amount exceeds 75 GBP: 15 GBP + 7 GBP per additional item.
Uncollected parcels
If parcels are not collected from the Post Office, we charge a fee of GBP 15 and an additional GBP 5 per item. If the order amount exceeds GBP 60, we charge a fee of GBP 1.60 and an additional GBP 0.50 per item. However, in some cases we can resend the parcel, and then you only have to pay the shipping costs (usually around 11.50 GBP for 1-2 items). If there are 4 or more items, you will be charged 15 GBP per item, in addition to the first one.
