Customer Service

  • Welcome to Shop-Label.com, a luxury fashion retail website (the “website”). By accessing our website you are agreeing to the terms and conditions (the “terms”) set out below. Please read through the terms carefully before placing your order. If you do not agree to them then you may not use our website.

    The Shop-Label website is provided solely for your personal, use for the sale of clothing, accessories and other items. You may not use this website for any commercial purpose.

    We take responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer service and support, dispute resolution and delivery of goods.

    This website is governed by the laws of South Africa and Shop-Label chooses as its domicilium citandi et executandi for all purposes under this agreement, whether in respect of court process, notice, or other documents or communication of whatsoever nature, Cape Town, South Africa.

    We reserve the right to change these terms at our own discretion and without any prior notice. Your continued use of this site following a change shall signify your agreement to be bound by the modified terms and conditions.


    PURCHASE OF PRODUCTS

    If you need help with how to shop on our website please refer to our 'How to shop' Guide or email us hello@shop-label.com

    When you order an item from the website you are offering to buy it at the price stated, subject to these terms. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system.

    We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following:
    • The product ordered being unavailable from stock
    • Our inability to obtain authorisation of payment
    • The identification of an error within the product information, including price or promotion
    Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we shall notify you as soon as possible and you will not be charged for the out of stock items.

    If there are any problems with your order we will contact you immediately.

    Once you have checked out you will not be able to make any changes to your order so please make sure that everything is correct before clicking the confirm button.

    Once you have placed an order on our website we will email you the details of the product(s) you would like to purchase, the value that will be debited from your card and a payment reference. This is not an order confirmation or an order acceptance from Shop-Label.

    Acceptance of your order is completed when we have received payment for the items you wish to purchase and we have emailed you to acknowledge receipt of payment.


    PAYMENT OPTIONS

    Payment can be made online using Visa, Mastercard, Amex or Diners or you can pay by EFT. Please note that orders will not be shipped until we have received payment.


    Paying by Credit card
    All credit cards payments 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.

    The credit card that you are using must be yours. All credit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of the card refuses to authorise payment we will not be liable for any delay or non-delivery of your order. We also reserve the right to cancel your order.


    Paying by EFT
    If you choose to pay by EFT we will email you our bank account details. Once payment has been made a payment confirmation must be emailed to us at hello@shop-label.com


    DELIVERY


    We aim to deliver your purchased items to the place and person of your choice in perfect condition and as quickly as possible.

    We offer the following services with CourierIt and Globeflight Couriers: -

    Next day by 17h00 - R120 All major cites and surrounds
    Next day by 17h00 - R80 Cape Town and surrounds
    Within 3 Days - R120 Outlying Areas


    CourierIt & Globeflight deliver from Monday to Friday from 09h00 till 17h00. 

    We will email you as soon as your order has been dispatched. We will send you a tracking number in the email and you can track your shipment.

    Please note that we require a signature upon delivery of your purchase and we are not able to redirect your purchase after it has been dispatched to you.

    All orders will be dispatched within 3 working days subject to payment, address verification and availability of items. We will contact you if there is any delay or if any items are out of stock.

    Insurance
    Your order is insured by Shop-Label whilst it is in transit with CourierIt or Globeflight Couriers . Once you have signed to say you have received your purchase it then becomes your responsibility. If someone other than yourself is signing to take delivery of your purchase (i.e. having it delivered to the office or sending an item as a gift) then you are accepting that their signature is proof of delivery and responsibility of that purchase is still transferred over to you.


    RETURNS AND EXCHANGE POLICY

    Unsuitable items may be refunded or exchanged within 7 days of receiving your purchase. 

    Returning or exchanging an item is simple: -

    1. Email us at returns@shop-label.com within 7 days of receiving your purchase to arrange a collection.
    2. All tags must be still be on the item in order for us to issue a full refund.
    3. Customers returning items will be charged the appropriate courier rate depending on the area in which they reside.
    4. We will notify you by email when we have received and accepted your return/exchange.

    Exchanges
    We will only exchange an item for the same item in a different size, subject to availability. If you require an alternative style you need to place a new order.

    Acceptance of Returns or Exchanges
    The product you wish to return or exchange must be in exactly the same condition that 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 is any indication that they have been soiled.

    Jewellery – We are unable to accept any returns or exchanges for pierced earrings

    Shop-Label will not accept any item with any indication that it was used or worn. If we are unable to accept the return or exchange it will be sent back to the purchaser.

    Any request received after 7 days to return or exchange or any items received after 14 days to return or exchange will be accepted at our discretion and you may only receive a store credit.

    Faulty Items
    Items are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Items that are damaged as a result of wear and tear are not considered to be faulty and will not be accepted for a Return or Exchange.

    If you would like to exchange a faulty item, please be aware that we can only replace it for the same product in the same size, subject to availability. We do have a service to repair faulty items.


    PRODUCT INFORMATION

    We have taken great care to ensure that the items on the website are presented to you, the customer, as accurately as possible. However, the colour clarity of items will depend upon your computer monitor, therefore we are not able to guarantee that the colour of the actual item is 100% accurate.

    All sizes and measurements are approximate, although we do make every effort to ensure they are as accurate as possible. Unless otherwise stated, sizes indicated are SA sizes. Please refer to the size guide for clarification.


    PRIVACY POLICY

    We respect your concerns about privacy and follow strict procedures to protect your personal information. We do not give out information about you to any third parties. For the purpose of this clause “personal information” shall be defined as detailed in the Promotion of Access to Information Act 2 of 200 (PAIA). The PAIA may be downloaded from: http://.polity.org.za/attachment.php?aa_id=3569

    We ask for your name, telephone number, home address, email address and age when you want to make a purchase on our website or when you sign up for our newsletter. When a purchase is made on our site, in addition to the above, we also ask for delivery address, and payment method details. We may obtain information about your usage of our Web site to enhance your online experience with us, to improve and maintain the content of our website.

    We may also email you information about products and services and details of promotions and special offers from Shop-Label. If you do not wish to be contacted for these purposes, please do one of the following:
      • Click on ‘unsubscribe’ found at the bottom of all email messages and email newsletters
      • Send an email to us at hello@shop-label.com and write "unsubscribe" in the subject heading
      • Call us on 021 794 7699

    CONTACT US

    This website (www.shop-label.com) is run by Shop Label Online CC based in South Africa trading as Shop-Label.com, registration number 2008/217564/23

    Email: hello@shop-label.com
    Phone: 021 794 7699
    Address: PO Box 12777, Mill Street, Gardens, Cape Town, 8010

COMPETITIONS/PROMOTIONS

The following rules shall apply to all competitions, unless other rules are specifically provided in relation to a competition:

Competitions are not open to:a director, member, partner, employee or agent of, or consultant to Shop-Label or the promoter (any person who directly or indirectly promotes, sponsors, organises or conducts a competition, or for whose benefit the competition is promoted, sponsored, organised or conducted); or any supplier of goods or services in connection with a competition; the spouse, life partner, business partner or associate, or the natural or adopted parent, child, or sibling, of any of the persons specified above.

Unless otherwise stated, only one entry per person is allowed. Where more than one entry is received by the same person or email address, only the first entry received will be deemed valid.

No cash alternative to the prizes will be offered. The prizes are not transferable.

Entrants must reside in South Africa.

It is your responsibility to ensure that any information which you provide to us is accurate, complete and up to date.

If you use a mobile phone for entry into the competition, the telephone calls / text messages you make will be charged at the prevailing rates, which may vary from time to time. “Free” minutes under a cell-phone contract do not apply.

Entrants must be eighteen years or older at the time of entering the competition.

The winner(s) consents to his/her name, biographical details and involvement in the competition being made available to the sponsors, for publicity and prize delivery purposes.

Shop-Label accepts no liability for any entries that may be lost.

Winners use the prize at their own risk. Shop-Label shall not be liable for any loss, damage, personal injury or death which is suffered or sustained (including but not limited to that arising from any person’s negligence, including gross negligence) in connection with this competition or accepting or using the prize.
 
Entrants will be deemed to have accepted these rules and agreed to be bound by them when entering. These rules are legal and binding upon entrants.

Shop-Label reserve the right to cancel, modify or amend the competition at any time, if deemed necessary in its opinion and if circumstances arise outside of their control.

The winners will be notified by means of the contact details provided to us. If we are, or a third party supplier is, unable to contact a winner within seven working days of first notification from Shop-Label or its representative, the winner will forfeit the prize and Shop-Label reserves the right to re-draw a new winner under the same conditions.

In the event that you win a prize you agree to the publication of your name and to appear in person on our website or social pages, and you agree, within reason, to endorse, promote or advertise our goods or services, for which no fee will be payable.

Shop-Label reserves the right to vary, postpone, suspend, or cancel the competition and any prizes, or any aspect thereof, without notice at any time, for any reason which we deem necessary. In the event of such variation, postponement, suspension or cancellation, you agree to waive any rights, interests and expectations that you may have in terms of this competition and acknowledge that you will have no recourse against us.

Shop-Label and the judges’ decision on any matter concerning the competition and/or arising out of these terms and conditions is final and binding on you, and no correspondence will be entered into.
 

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