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| FAQs |
HOW DO I MAKE A PURCHASE?
Making a purchase is easy…
- You can browse the store by NEW IN, CLOTHING, SHOES, BAGS or ACCESSORIES. You can also browse by DESIGNER by selecting one from the drop down menu that appears when you click on the DESIGNER button on the navigation bar.
- Once you have found an item that you wish to purchase select your size and click on 'Add to Bag'. If your size is out of stock please email us at hello@shop-label.com as we may have more stock of that item arriving soon and we can add you to the waiting list.
- When you have finished shopping and you would like to pay for your items, click on your 'Shopping Bag' in the top right hand side of the screen.
- Review the items and sizes in your shopping bag and then click 'proceed'.
If you have any problems, please contact us by email at hello@shop-label.com or by call us on +27 (0) 21 434 5431 during our office hours of Monday to Friday, 09h00 to 19h00.
HOW DO I FIND A SPECIFIC ITEM?
If you know exactly what you are looking for go to the product category or designer. Throughout the site there is also a 'Search' function, which can be used to look for certain products using key words.
DO I NEED TO SETUP AN ACCOUNT TO PLACE AN ORDER?
Yes, if you are a first time buyer you will have to fill in your profile to create an account. If you have shopped at Shop-Label.com before you will be asked to log-in to your account.
I'VE FORGOTTEN MY PASSWORD...
If you have forgotten your password follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page.
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HOW DO I KNOW THAT THE PRODUCTS THAT YOU SELL ARE AUTHENTIC?
As an authorised online retailer for all of the designers that we feature, we guarantee that every item we sell is 100% authentic.
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WHICH SIZE SHOULD I CHOOSE?
As you are probably aware sizes can vary greatly between designers. With each item displayed on the site there is a detailed description, the fabric that it is made of, washing instructions and measurements.
There is also a link to a SIZE CONVERSION CHART that compares SA, US, UK and European sizes and a MEASURING GUIDE with details on how to measure yourself and our Mannequin's measurments.
We can also advise you on size and fit of items, please call us on 021 434 5431 during our office hours, Mon to Fri 09h00 to 19h00 or email us at hello@shop-label.com
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HOW DO I KNOW IF AN ITEM IS IN STOCK?
All items are in stock unless "Sold out" is displayed next to the size. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.
If the product you want to buy is out of stock please email hello@shop-label.com to find out if we are receiving another delivery of the item.
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WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, American Express, Diners and EFT payments. For more information on how to make a payment please refer to Payment Options in our Terms & Conditions.
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IS IT SAFE TO USE MY CREDIT CARD ONLINE AT SHOP-LABEL.COM?
All credit cards payment transactions on this website are processed using PayGate (Pty) Ltd who are the approved payment Gateway for Standard Bank South Africa. Paygate uses the strictest form of encryption, namely Secure Socket Layer (SSL3) and no credit cards are stored on the website. Users may go to www.paygate.co.za to view their security certificate and security policy.
Additionally for your safety and protection, if you are a first time customer you will need to fax or email a copy of your ID to us, along with proof of your address dated within in the last 6 months. If you are paying by credit card the proof of address must match your credit card billing address. Your first order will only be shipped to your billing address, any orders after that can be delivered to a different address.
If you have any questions please do not hesitate to contact us on 021 434 5431 during our office hours, Mon to Fri 09h00 to 19h00 or email us at hello@shop-label.com
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HOW WILL I KNOW YOU HAVE RECEIVED MY ORDER?
Once you have placed an order we will email you the details of the item(s) you would like to purchase and the value your are required to pay.
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HOW SOON CAN I GET MY ORDER AND HOW MUCH WILL IT COST?
All orders will be dispatched within 2 working days subject to payment, address verification, documents received from first time customers and availability of items. We will contact you if there is any delay or if an item is out of stock.
All orders will be delivered by RAM Couriers from 09h00 - 17h00, Monday to Friday. A signature is required upon delivery. We are unable to redirect orders once it has been dispatched.
Please note that your order will only be shipped once payment and delivery details have been approved.
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DO YOU OFFER SAME DAY DELIVERY?
Depending on where you would like you order delivered to, we can offer same day delivery. For more information about this service please email us at hello@shop-label.com or call us on 021 434 5431 from Monday to Friday 09h00 to 17h00.
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ARE MY ITEMS INSURED?
Your order is insured whilst in transit with RAM Couriers. Once your order has been delivered to the specified address and signed for it is no longer covered by Shop-Label.com's insurance and becomes your own responsibility.
If the packaging your item is delivered in is damaged or looks like it has been tampered with in any way we recommend that you refuse to take delivery.
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DO I NEED TO SIGN FOR MY ORDER?
We require a signature upon delivery of your items due to the value of the goods. Once you have signed to say you have received the purchase it becomes your responsibility.
If someone other than yourself is signing to take delivery of the purchase (i.e. having it delivered to your office or sending an item as a gift) then you are accepting that their signature is proof of delivery and responsibility is still transferred over to you.
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CAN I CHANGE THE DELIVERY ADDRESS AFTER MY ORDER HAS BEEN SHIPPED?
We are unfortunately unable to redirect your order once it has been shipped.
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AM I ABLE TO TRACK MY ORDER?
Once your order has been shipped, you will receive email confirmation of your shipping details and a tracking number. Please go to www.ramgroup.com, select TRACKING and type in your tracking number to see the location of your order.
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HOW DO I RETURN OR EXCHANGE AN ITEM?
Returning or exchanging an item is simple:
- Email returns@shop-label.com within 7 days of receiving your purchase to obtain a Returns Reference Number, if you are exchanging for a different size please request it in this email.
- Once you have received your Returns Reference Number please call RAM Couriers on 0861 726 726 quoting our account number, which you will find on our Return Instructions delivered in your package and book in your free collection.
- Please fill in the Return / Exchange form that you received in your package.
- Please leave the package open for the driver to check the contents on collection.
- We will notify you by email when we have received your return / exchange.
There are no additional courier charges to have an exchanged item sent out to you. We are only able to offer exchanges for different sizes in the same style and colour. Your exchanged item will only be sent out to you when we have received and processed the returned item.
Acceptance of returns or exchanges: -
The product you wish to return or exchange must be in exactly the same condition the you received it in, that is new, unworn and unused with all the original packaging and garments attached.
Swimwear: Must be tried on over underwear and with the protective sticker inside the crotch intact. We will not accept swimwear returns without the protective sticker intact or if there any indication that they have been soiled.
Jewellery: We are unable to accept any returns or exchanges for pierced earrings.
Label will not accept any item on return or exchange with any indication that it was used or worn. If we are unable to accept the item we will notify the purchaser and return the item to them.
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WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?
All items returned in accordance with our RETURNS POLICY will either be refunded to the purchaser's credit card or bank account but will exclude the delivery charges.
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IS MY PERSONAL INFORMATION KEPT PRIVATE?
We respect your concerns about privacy and the information that you share with us remains private and confidential. We will never share your information with any third parties.
We ask for your name, address, telephone number and email address when you create an account with us to make a purchase. When you sign up for our newsletter you are only require to give your email address.
When making a purchase, in addition to giving the information above or signing into your account
Click here to read our Privacy Policy in full.
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