Image by Dann Petty

FAQ'S

Frequently asked questions

Returns

Can I return my package?


Yes, you can. We will happily accept all items purchased from www.purethelabel.com in their original, clean and unworn condition with all tags attached for a refund. Items must be returned unworn, unwashed, undamaged, unused, and with all original tags still attached. You have 7 days from the day you receive your item(s) to qualify for a refund. To start a return, you can contact us at info@purethelabel.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Sale items can not be returned




Do I have to pay for return shipping fees?


Yes, We are an environment friendly brand and therefore we would like to minimize our returns as much as possible. Please check the sizing and measurements before purchasing a product to avoid preventable returns. If you still want to return something we recommend reusing the packaging your order came in to lower your environmental impact. The only exception is if there is a faulty product we will cover your postage costs. International customers are responsible for any local taxes and duties




What happens if my return gets lost or damaged?


We recommend choosing an insured shipping option, since you are responsible for your returns. If your package get lost or damaged while chosing insured shipping, you'll get compensated by the shipping company




Ineligible returns


If we receive an item that does not comply with this returns policy, it is ineligible for return and Pure has the right to refuse it. The customer will need to cover the full shipping costs to send it back to them.





Sizing

My sizing is not available, can I order a customized size?


Yes, we will happily create an item with your size specifications. For this option there will be additional costs of €15.- / $25 AUSD Send us an e-mail to purethelabel@gmail.com with the item you would like to wish in your size. For a top send us the following measurements in cm: Breast, under breast and waist. For bottoms send us the following measurements in cm: Waist, hips and length. After receiving an e-mail back from us you can pre-order the product on www.purethelabel.com. Make sure to send your invoice number as soon as possible, since we will then start the process of making your own item with the right size.




Are Pure the label pieces true to size?


Pure pieces are true to size unless otherwise stated in the product description. In case of doubts you can consult our measurement chart on productpage.





Shipping

When will my pre order be dispatched?


It will take 7 to 14 days to produce your clothing. Your piece will be dispatched within 7 to 14 days.




When will my order be dispatched?


For all items in stock we normally dispatch between 1 - 3 days.




Can I track my order?


Yes, once your order is dispatched you’ll receive an email with the tracking link




My order is delayed, what now?


Once we have dispatched your order, it is in the hands of the couries. Shipping time estimates are given to us by the courier company, and may vary depending on locations. Any delays are outside of our control. Please also be aware of the fact that COVID-19 might also affect delivery times.




Are there import taxes/ customs?


Customs duties may apply! Further information please read below. All orders are being shipped from our warehouse in Bali. Therefore please be aware your country or national postal service may charge an additional customs duty, import tax or handling fee. Pure the Label is not responsible for any applicable duty, value added taxes (VAT), import consumption tax or handling charged to you by your country or postal service. If problems occur please contact your local post office or customs. Should the customer refuse to pay duties and taxes held on an order applied by customs the responsibility lies with the customer to arrange for the order to be returned to Pure the label in order to receive a refund. Refunds will only be issued once return orders have been received. Please contact your local customs office for more information regarding taxes and duties payable in your region.





Sustainability

What does zero waste means?


It means that we will use all fabrics that are left. We will throw nothing away. For example the fabrics that are left will be made into masks, scrunchies or hair scarfs that you'll get for free with purchases over €150. Or you can purchase them at www.purethelabel.com. They will not always be available, only when there is enough fabric left ;)




What packaging do you use?


We are using bags made from cassave starch.
Our bags are sustainable, biodegradable and compostable and have a closed loop circulair economy.




Where do the items get made?


Our items are being made in Bali by our local tailor. We work closely with our tailor and his family and provide fair wages.




Why is Pure the label sustainable and ethical?


- We work closely with our tailors who get paid fair wages. We will provide them good working conditions. - We don't use any plastic in our pieces and packaging. The buttons on the clothing will be made out of shells or coconuts. - We have a zero waste policy and use our left overs. - Our products are made from natural materials only. - Our pieces are high quality designs and timeless. If washed and cared for properly they last for a very long time. - We are a slow fashion brand and produce therefore on order only. We don't want anything to go to waste.




Are your products vegan?






Payments

Which payment options are accepted?


Visa, Mastercard and Paypal




In what currency are the prices on the website?


The prices on the website are in Euro €