Returns & Refunds Policy

En. The Label (ABN: 49 307 694 847) We are proud to create high quality, long wearing garments and want nothing more than for you to love your pieces.

1. Change of Mind Returns (Store Credit)

We offer returns for store credit on all full-priced items for change of mind (this includes issues with colour, sizing, or style). Your satisfaction is our priority, and we aim to ensure you have the correct fit and love your purchases.

A. Return Requirements

All items returned for change of mind must strictly meet the following criteria:

Return Window: The return must be initiated, and the item(s) received back at our Coolum warehouse, within 14 days of the original delivery date.

Condition: Items must be returned in the exact condition they were received: unworn, unwashed, and in unused condition.

Packaging: All original tags and hygiene liners must be intact and attached.

Cleanliness: Items must be free of perfume, animal hair, excessive wrinkles, stains, or any odour.

B. Sale & Discounted Items (Final Sale)

Items purchased on sale, using a promotional code, or part of a major discount event (e.g., Black Friday, Boxing Day, End-of-Season Sale) are considered Final Sale and are not eligible for a change of mind return or store credit.

C. Change of Mind Return Costs & Credit

Return Shipping Cost: The customer is responsible for a flat $12 fee to cover the cost of the return shipping label and processing for all change of mind returns.

Refunds: Change of mind returns are eligible for a STORE CREDIT ONLY to be used on a future purchase. Shipping costs from the original order are non-refundable.

2. How to Process a Change of Mind Return (Via Customer Portal)

The quickest way to process your return is through your online customer account portal. This process must be used for all domestic change of mind returns.

  1. Check Criteria: Review Section 1 to ensure your item(s) meet all return requirements.
  2. Access Portal: Head to our dedicated Returns Portal to begin your request. You will be prompted to enter the email address or phone number associated with your order. 
  3. Pay Fee: You will be prompted to pay the flat $12 return shipping fee to generate your prepaid return label.
  4. Post: Securely package your item(s) and affix the generated return label. Drop the parcel at your local Australia Post office.
  5. Processing: Once your item is received and inspected at our Coolum warehouse, please allow 2-5 business days for the return to be processed.
  6. Credit Issued: Once approved, your store credit will be added to your customer profile, which you can use as a payment method at your next checkout. Store credit does not expire.
  7. Rejected Returns: Any returned items that do not meet the conditions stated in Section 1 will be rejected and sent back to the customer at the buyer's expense

 

International Customers

Unfortunately, our system cannot generate international return labels. If you are returning goods from outside Australia for change of mind, please:

  1. Email enthelabel@outlook.com with your name, order number, and the item(s) you are returning.
  2. Wait for our return address and instructions.
  3. Send the parcel via a tracked postal service. The item is your responsibility until it reaches our Coolum warehouse. International return shipping costs are the full responsibility of the customer.

3. Faulty or Damaged Goods (Full Refund/Replacement) - Australian Consumer Law (ACL)

Under the Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

If your item is faulty, incorrect, or not of acceptable quality:

  • Contact Us Immediately: Please email our team at enthelabel@outlook.com within 7 days of delivery with your name, order details, and images of the fault or damage. We will investigate this promptly.
  • Remedy: We will gladly offer a full refund to the original payment method, or offer a replacement, in line with your ACL rights.
  • Return Cost: If an item is confirmed to be faulty, we will cover all reasonable return shipping costs. We will provide you with a return label or reimburse postage upon receipt of a tracking receipt.

ACL Disclaimer

Our 'Change of Mind' policy (Section 1) is in addition to your statutory rights under the Australian Consumer Law (ACL). Our policies do not seek to exclude, restrict, or modify any non-excludable condition, warranty, right, or liability implied by law.