Returns & Exchanges
You have the right to return your order within 14 days from the day on which the goods were delivered to you. Returns must be registered in our portal within 14 calendar days of delivery. The return package must be sent promptly after registration. Any unconfirmed return that arrives after the fourteen day deadline will not be eligible for a refund. All products must be returned in the same condition, unworn and unwashed, with all tags still attached.
We now offer free size exchanges within Germany. For more information, see below!
RETURNS
How to make a return:
- Go to theslowlabel.returnsportal.online to access our returns portal and sign in with your order number and email address.
- Select the item(s) you would like to return and choose between a refund or store credit.
- Place the item(s) you wish to return in the original shipping box and make sure that the packing slip is included in the package. Without the packing slip, we will not be able to process the return.
- Follow the steps and instructions provided in the returns confirmation email.
- You will receive an email confirmation once your order has arrived at our fulfilment center. As soon as your return arrives, our team will carefully inspect it. Please note that this process can take up to 5 business days before the refund is initiated. You will receive a confirmation once the refund or store credit has been processed.
Additional country-specific information:
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Returns & exchanges within Germany:
A return label will be provided to you. You are refunded for all items you returned and any outbound shipping fees paid, minus the return shipping fee of 6,50€.
We offer free size exchanges within Germany! Simply choose a different size in the returns portal and follow the steps provided. In this case, you will not have to pay the return shipping fee.
- Returns & exchanges within Austria:
A return label will be provided to you. You are refunded for all items you returned and any outbound shipping fees paid, minus the return shipping fee of 9,90€.
We offer size exchanges within Austria! Simply choose a different size in the returns portal and follow the steps provided. In this case, you will need to purchase your own shipping label to return the item(s) to us.
- Returns & exchanges within France, Netherlands, Denmark, Italy, Luxemburg and Belgium:
A return label will be provided to you. You are refunded for all items you returned and any outbound shipping fees paid, minus the return shipping fee of 9,90€.
If you want to exchange for another size, color or style, please place a new order.
- Returns & exchanges within Switzerland and UK:
A return label will be provided to you. You are refunded for all items you returned and any outbound shipping fees paid, minus the return shipping fee of 14,90€.
If you want to exchange for another size, color or style, please place a new order.
- Returns & exchanges from all other countries:
Follow the steps provided above and register your return in our returns portal. You will be asked to choose your own carrier and buy your own return shipping label.
If you want to exchange for another size, color or style, please place a new order.
Important information:
Please note that if you buy your own return shipping label, the return package is the responsibility of the customer until it reaches us.
Please note that if your order has not been picked up at the post office and was sent back to us, we will treat it as a regular return.
For returns from outside the EU: The Slow Label is not responsible for any return shipping costs, customs or duty reimbursements for international orders. Please ensure your package and commercial invoice are clearly marked as'Returned Goods' to avoid unnecessary import charges and shipped with the incoterm DDP. Please note that import duties may still be applied by customs, which are the responsibility of the sender.
ISSUES & CLAIMS
If you have any issues with your order or the item(s) you received, please choose the correct return reason in the returns portal. This will prompt you to add a description and photo of your claim. Our customer service will be notified and will get back to you with an answer.
If you have any issues or would like to share feedback regarding our new returns portal, please send us an email to support@theslowlabel.com.
Please note that certain product characteristics (e.g. minor shrinkage or pilling) are considered normal and not faults. 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.
