FAQs
Orders & Shipping
How can I get in contact with you?
You can contact us via email at support@theslowlabel.com and we will get back to you promptly.
We sometimes struggle with our support ticketing system. If you do not hear back from us within 3 business days, please send your email directly to support@theslowlabel.zendesk.com!
How can I change my order?
Unfortunately we do not accept any cancellations of any order since we instantly process it to ensure the quickest delivery possible.
If you used the wrong shipping address, please send us an email immediately to support@theslowlabel.com, including your order number. It is highly unlikely that we can change the details in time, but we will do our best to help.
Where does The Slow Label ship to and from?
We currently ship worldwide!
All orders are shipped from Berlin, Germany, where our new warehouse is located. We use DHL GoGreen or FedEx to ship you orders.
How long will it take for my order to arrive?
For information on shipping costs and times, please have a look at our Shipping and Returns page.
Will I be charged duties and taxes?
Taxes are already included in the product prices you see on our website. Within the European Union, you will not be charged for customs. For international shipments outside the European Union, there may be duties and taxes incurred on your shipment that you will be responsible for. For more information, please contact your local customs office.
Payment
Which payment options do you offer?
You can choose to pay using the payment methods below:
Credit Card (Visa, Mastercard, American Express)
PayPal *
Klarna *
iDeal
eps-Überweisung
Shop Pay
Apple Pay
Google Pay
Bancontact
* Klarna and PayPal have the highest transaction fees and are therefore the most expensive options for us as a small business.
Do you offer discounts?
We generally don't do seasonal sales, but may make some exceptions.
However, there are some ways to save a bit of money when ordering from The Slow Label:
By signing up to our newsletter, you receive a 10% discount.
By leaving a review, you receive a 5€ discount.
I have a gift card. How do I use it?
Each gift card comes with an individual code, which the recipient can add as a payment method at checkout (not in the "discount code" field).
Gift cards are redeemable online at theslowlabel.com and cannot be returned or exchanged for cash. If lost or misplaced, contact support@theslowlabel.com and we'll help you out!
Can I use multiple discount codes in one order?
No, unfortunately it is not possible to combine discount codes.
Returns
What's your return policy?
You have the right to return your order within fourteen days from the day on which the goods were delivered to you. Do not return your order without registering your return first.
To return your order, please follow the detailed instructions on our Shipping and Returns page.
Please also bear in mind that shipping goods back and forth generates greenhouse gases that are accelerating climate change. We encourage you to choose your items carefully to avoid unnecessary return shipments.
What do I do if the product arrives damaged?
We inspect every item before it gets sent to you, but mistakes can happen during production and inspection.
If you have any issues with your order, please send us an email to support@theslowlabel.com, including a detailed description of the issue or claim, as well as any relevant photos.
Please note that some issues you may face are not reason for a reclamation. Colors and measurements may vary. Jersey garments may shrink (up to 5%) upon the first wash. Knitwear and some other fabrics may pill. This is typically not considered a reason for a reclamation, as it is a natural effect caused by the wear of wool and cashmere products and can easily be removed. For more information and useful tips, please refer to our care guide.
Are returns free?
No, return shipping costs will have to be paid by the customer. We do not offer return labels.
We do, however, refund the cost of the initial shipping fees (from us to you) for orders within the European Union, Switzerland and the United Kingdom. For more information, please carefully read our Shipping and Returns page.
How should products be returned?
Please make sure all returned products are unworn, unwashed, and neatly folded in the original packaging including all tags. Feel free to re-use our plastic-free packaging to ship your return package.
Swimwear returns: You may return your order within 14 days. Returned merchandise must be in original condition, with all tags and hygiene seals still attached. Garments must not have been worn or washed. Please wear underwear when trying on this garment.
Can I try on the products?
Of course you can try on your products, but please keep in mind that if there are remnants of makeup, deodorant, and/or perfume on them, we cannot accept the return. Also please bear in mind to wear another pair of underwear when trying on our swimwear.
Sizing
What size am I?
On our Size Guide page you can find detailed instructions on how to measure yourself. You can then compare your measurements with our general size chart.
More detailed size charts for The Slow Label are displayed on the individual product pages.
Do you need help finding the right size for you? Send us an email at support@theslowlabel.com and we'll be happy to assist!
Is there anywhere I can try on your products?
You can find our stockists here.
Subscribe to our newsletter to stay up-to-date on pop ups or other in-person events.
My size is sold out. What should I do?
Please select your preferred style, color and size and click the "join the waitlist" button. You will be notified as soon as your selected product is back in stock.
Garment Care
How do I care for my The Slow Label garments?
Please refer to the care tag inside your garment for detailed care instructions or visit the product page of the item you've purchased.
Generally speaking, wash non-wool clothing items at a low temperature (30 degrees is more than enough), use non-bleaching, eco-friendly detergent, do not use fabric softeners and please do not tumble dry. Find out how to care for garments made of TENCEL™ here.
Please note that some issues you may face are not reason for a reclamation. Colors and measurements may vary. Jersey garments may shrink (up to 5%) upon the first wash. Knitwear and some other fabrics may pill. This is typically not considered a reason for a reclamation, as it is a natural effect caused by the wear of wool and cashmere products and can easily be removed. For more information and useful tips, please refer to our care guide.
If you have any questions, feel free to reach out to us at support@theslowlabel.com!
Do you have general care instructions for more sustainable washing practices?
Yes! Visit our Garment Care Guide!
Sustainability
How and where are your products made?
All of our manufacturing facilities are located in Europe and India.
We have a network of long-term suppliers and manufacturers, which we work with on an ongoing basis. We not only produce most of our garments in Europe (Portugal and Italy), we also source most of our fabrics and trims from European suppliers (Austria, Germany, Italy, Turkey, Czech Republic). Garments made in India are made of fabrics, which also come from India.
To dive deeper, please refer to the material breakdown on the individual product pages or visit our Factories & Suppliers page.
Which fabrics do you use?
Each product page shows a detailed description of the fabrics and trims used to make our garments.
Many of our dresses are made of lyocell TENCEL™ fibers. TENCEL™ fibers are biodegradable and compostable and can fully revert back to nature. The wood is sustainably produced in a closed-loop process, which means waste and water are reused/recycled to up to 99%.
Our coats and knitwear collection are made either of certified responsible merino wool or certified organic wool. Wool is a renewable raw material, has temperature-regulating and self-cleaning properties, is breathable and antistatic. It does not absorb odors, so you rarely have to wash your wool garments.
Other frequently used textiles include certified organic cotton, recycled cotton and recycled polyester mix and raffia.
We strive to better ourselves with every collection. It is important to us to only use natural, renewable, recycled, biodegradable or low-impact textiles, but sometimes we have to make compromises. In order to transparently share our current shortcomings and planned improvements, we have added an improvement efforts page to our website.
Which trims and other materials do you use?
When sourcing materials, we look for the most eco-friendly options: From fabrics to trims like buttons and rubber bands.
The buttons we use are made of corozo nuts. Also known as vegetable ivory, corozo is a plant based material. Unlike plastic, it is non-toxic and biodegradable.
The rubber bands we use are made by an Austrian company. They consist of 65% organic cotton (Turkey) and 35% natural rubber (Malaysia).
Our care, logo and size labels are made of certified organic cotton and recycled polyester.
Our sewing threads are made of recycled polyester (for strength) or cotton.
All printed items, such as flyers, hangtags and cardboard boxes, are made of (mostly FSC mix certified) recycled paper and printed by eco-conscious companies in Austria, Germany, Sweden or Portugal.
Are your products vegan?
Many products we currently sell are all vegan. However, our coats and knitwear are made of wool and our scarfs are made of certified recycled wool & certified recycled cashmere.
Do you have any certifications?
Even though we work with mostly certified, organic materials and fulfill most requirements, we currently don't have any certifications. However, as we introduce new products and settle on the right manufacturers for each component of our garments, we are determined to tackle this.
Most materials we source and factories we work with have a certification. However, because our products are only certified until a certain stage in the manufacturing process (for example: the material, spinning, weaving and dyeing for our wool overcoat are certified), but our end product does not have a certification, we are not allowed to name the specific certifications and license numbers that these materials and/or manufacturers do have. This is unfortunate, because we would like to give you as much transparency and insight as possible. But we need to comply with the rules.
How do you package and ship orders?
All orders are shipped from our warehouse in Berlin, using FedEx or the eco-friendly service DHL GoGreen.
We ship in FSC mix certified cardboard boxes and mailers, which are easy to open and close. This makes it easier for customers to return orders without having to use plastic tape.
As some of our products fall into a higher price segment, our logistics team either puts them in certified organic dust bags (made by our manufacturer in Poland) or wraps them in tissue paper and attaches a recycled paper-sticker.
