RETURNS AND EXCHANGES

We take pride in creating our garments and customer satisfaction is extremely important to us. Returns are only offered if:

  • The garment is faulty or damaged upon arrival
  • You are not satisfied with the quality
  • You received a wrong item 

Please keep in mind, we only accept refunds if they meet the requirements below:

  • Garment(s) must be in their original condition with all tags attached. They must not be used, washed or soiled and damaged in any way (this includes make up stains and/or traces of perfume, deodorant or body odour).
  • Postage is not reimbursed. Refunds are issued on the purchase price only. 
  • We cannot guarantee sizes or styles will be available when exchanging items, if this is the case we will provide a full refund for the item(s).
  • Refunds are not offered for sale items or discounted offers.

In the event a return does not meet the set standards, GRETEL reserves the right to reject the return. 

It can take up to 14 days for us to receive your return depending on your location and which postal service you use. We recommend you send your return parcel on a tracked service as all returns remain the responsibility of the purchaser until received by GRETEL.

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HOW TO RETURN?

Email us at hello@gretelthelabel.com providing a description of the faulty items along with pictures of proof. Once this has been reviewed and approved by our team, we will send you follow-up email regarding your returns.

Please return your items and this returns note to:

GRETEL THE LABEL RETURN
PO BOX 9
SYDNEY MARKETS 2129
AUSTRALIA

The cost of return shipping is at the customer's expense, we will not refund or add credit for the cost of return postage. If you have received a faulty garment or an incorrect garment (due to company's fault), we will cover the cost of your return postage. 

Please note: Once your refund has been approved by our staff and a notification sent to you, it may take up to 5-7 business days for the funds to appear in your account, so please be patient. If your refund has taken longer than this, please contact us so we can investigate the cause of the delay.

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RETURN & EXCHANGE POLICY

In compliance with Australian Consumer Law, GRETEL is not required to provide a refund or exchange if you make a wrong selection, need a different size or change your mind. 

If there is a major fault with the style you've purchased, we will offer to repair or replace it where available. If we cannot repair or replace the style, we will offer an online credit note or refund.  All claims for faulty styles are assessed on an individual basis, and the outcome of a refund is at GRETEL's discretion. If a refund is deemed necessary, the refund will be processed back to the original payment method used to place the order (eg. credit card, PayPal, AfterPay or store credit). If you have used a combination of online credit note and card/PayPal/AfterPay, then your credit note will be re-issued and your payment refunded.

Unfortunately, we do not offer exchanges. We recommend returning your current item or using your online store credit note to purchase an alternative size or product.

Credit Notes have no expiry date. You will be provided with an Online Credit Note less the cost of any postage you paid when placing your order (if postage was applicable).
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PROCESSING TIME

Returns are generally completed within 24 hours of lodging. During sale and busy period, there may be a slight delay in processing time.