RETURNS, REFUNDS, EXCHANGES AND CANCELLATIONS

To Start a Return

Access Returns Portal:

https://estillothelabel.myshopify.com/apps/return_prime 

 

AUSTRALIA

• A store credit or exchange is available on all returned orders, (excluding shipping cost), that are received back to us within 14 days of your delivery date.  

• It is the responsibility of the customer to pay for return shipping costs. We recommend purchasing return shipping with a tracking number as EstilloTheLabel is not responsible for missing items. If we do not receive the items - the return will not be processed. 

• Please send back returnable items in its original packaging with all tags attached and include your invoice slip and returns card filled out with the correct information.
  
  
• SALE ITEMS can be returned for a STORE CREDIT ONLY
  
  
• ACCESSORIES are NON RETURNABLE

• ITEMS RETURNED BROKEN BUT REPAIRABLE - in the event that you have damaged the item when trying on and it is able to be repaired by us, a $15 charge will be deducted from your refunded credit. Damage can include light markings, attachments breaking, etc. Whether an item is repairable is determined by us on inspection. 

• Faulty Items - Here at EstilloTheLabel; we check over each piece to determine any faults. If you believe we have missed something you can return an item for either a refund, exchange or store credit (excludes shipping costs). Faulty items can be deemed by obvious staining, holes, excessive loose stitching, tears, or broken attachments (eg. zippers).  See more below regarding faulty items. Items are faulty prior to being worn.

• All faulty item refunds are processed back to the original payment method used to place the order. If you used multiple payment methods (eg. store credit + PayPal/Credit Card/Debit Card/AfterPay), the funds will be reversed to those methods accordingly. It can take up to 10 business days for the refund to be reflected at your end.

• All returned items must be received back to us in original condition - unworn, unwashed, no stains/marks, odours, pet hair, or bodily fluids, with all tags and hygiene stickers (if applicable) still attached. 

• EstilloTheLabel will deny a return if the above requirements are not met. 

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INTERNATIONAL

EstilloTheLabel

PO Box 35
Claymore NSW 2559

AUSTRALIA 

• All faulty refunds are processed back to the original payment method used to place the order. If you used multiple payment methods (eg. store credit + PayPal/Credit Card/Debit Card/AfterPay), the funds will be reversed to those methods accordingly. It can take up to 10 business days for the refund to be reflected at your end.

• All returned items must be received back to us in original condition - unworn, unwashed, no stains/marks, odours, pet hair, or bodily fluids, with all tags and hygiene stickers (if applicable) still attached. 

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To be Eligible for a Return

• All returned items must be received back to us in original condition - unworn, unwashed, no stains/marks, odours, pet hair, with all tags and hygiene stickers (if applicable) still attached.

• Sale items are eligible for return - store credit only.

• We aim to process all returns within 2-3 business days of receiving the return, however we ask to allow up to 5 business days in the case of higher volumes.

• It can take up to 10 business days for the store credit to be reflected at your end.

• All returns received outside of the policy timeframe will not be eligible for a refund.

Faulty or Incorrect Items

• If you receive an item that is defective or not what you ordered, please contact us as soon as possible: info@estillothelabel.com with the subject line as "faulty" OR "incorrect item". 

• Please provide as much detail as possible, including photos so that we can quickly and thoroughly investigate your claim.

• When you have a major problem with a product, you have the right to ask for your choice of a replacement, (provided item is in stock), store credit, or refund.  

• If we have significantly misrepresented the product or provided an incorrect description, you have the right to ask for your choice of a replacement product, a store credit, or refund.

ACCC Consumer Rights Guarantees

Rejected Returns

• It is your responsibility to ensure that your return meets the above requirements.

• If a return is received and not approved through quality control, we will contact you immediately and provide more details as to the rejection.

• You will be given the option to pay for the goods to be returned to you or for the goods to be destroyed, as they are not fit for re-sale.

• In the case where you choose for the goods to be destroyed OR if we do not receive a response for resolution within 10 days, the goods will be donated to a fabric recycling facility.

 

ORDER CANCELLATIONS

• Orders can not be cancelled once placed. This includes change of mind. If you would like to change your order to a different item then please email us at info@estillothelabel.com, within 1hr of your order placement. 

• If you would like to add items to your order please place a second order and leave a notice in the note section of checkout or email us at info@estillothelabel.com - selected shipping cost of the second order will be granted a refund.