Welcome to our F.A.Q. Center! In this section you will find tons of helpful information related to The BRAND Label order experience. If you have questions specifically pertaining to your order, send an email with your full name, order number, and question to email@example.com and someone from our team will assist you. Please allow 24 - 48 hours for a response from our customer service team.
For your convenience, we include sizing and other important details specific to the item in the description box on each product page. Please refer to those details to help choose the best size for you.
If it says that an item "runs big", you may be able to size down; if it says that it "runs small" you might need to size up, and if it says "true to size", there typically aren't any sizing specifications that would prohibit that item from fitting as that size normally would.
Our team is always available to help customers find the perfect fit in every item. Before reaching out to us though, check out our sizing guide!
Unless otherwise noted in the product description, the only sizes available are what is currently listed. Unfortunately, we do not offer every item in all sizes.
You’ve fallen in love with one of our items, but it’s out of stock. Not to worry, you can sign up for a restock notification with just your email. We’ll notify you when the item is in.
This means that the item or size is currently on pre-order, and we are waiting for the new shipment to arrive. Estimated ship dates are not guaranteed; they are tentative dates that we expect to fulfill the order. In most cases we are able to ship items before, or on their estimated ship date, but in some cases the shipment may be delayed. Please keep that in mind when making your purchase.
Orders And Payments
Always triple check orders before you place them! All orders are final after they are placed. Orders cannot be changed after they’ve been processed, but we get that mistakes can sometimes happen. If something has changed about your order, reach out to us at firstname.lastname@example.org ASAP so we can catch it before it ships!
Right after submitting your order, you should receive an email confirmation that we got it. We’ll also keep you updated on processing and shipping. If you don’t get a confirmation email, reach out to us for help.
You’re dying to get the items that you just ordered, but you received an error message after hitting “Confirm.” Don’t panic and don’t try again (you could get double charged). Reach out to us at email@example.com and we’ll look into it. If you have an order number, have it ready for us!
If your order has not shipped, it is very likely that it is still processing and will be shipped soon.
At this time our store is 100% online, and we do not allow in person pick ups.
If you received a partial shipment, your other item(s) are likely on pre-order, or shipping from another location. If we ever encounter delays with orders that have multiple items, we split the order and ship the items that are available immediately. Rather than holding the entire order, we try to get available items to the customer as soon as possible.
You will receive email confirmation and tracking info as soon as your other item(s) ship.
For domestic orders we charge a standard shipping flat rate of $9.99 USD and express rate of $28.00 USD.
We ship worldwide! Please note we are not responsible for any delays or fees due to customs. Please contact your local postal service for more information on customs and duties.
International packages we charge a flat rate of $39.99 USD
For standard shipping orders ship within 5-7 business days after purchase.
For Express Shipping orders ship within 2-3 business days after purchase.
*During sales Ex: Black Friday & Holiday sales Please allow up to 7 business days for your order to be shipped.
Of course! Once your order has shipped, you're automatically sent an email with your tracking number. During checkout you can also choose to receive shipping status updates via text message.
Unfortunately, once your order is shipped it is in UPS possession and we have absolutely no control over what is happening, or any additional information beyond what you see on your tracking. If it has been delayed for more than a week, we suggest you contact UPS for more information.
If for some reason your package is missing, we suggest contacting the carrier immediately. If no resolution is found, please contact us to make us aware of what's going on, so that we can open a claim on our end if need be.
Returns, refunds, and exchanges
Rest assured, we aim to please. If for some reason you don't fall head over heels with your purchase we will gladly accept your timely return of unworn, unwashed & undamaged product. Below are the guidelines.
Our policy does NOT allow any refunds unless there was an error on our part or we cannot accommodate your exchange request (sold out inventory etc). We allow exchanges or store credit only within 14 days of receiving your order once it has met our exchange/store credit requirements. If 14 days have gone by since receiving your purchase, unfortunately we cannot offer you an exchange/ store credit.
To be eligible for an exchange/store credit, your item must be unused, unwashed, and in the same condition that you received it. We do not accept merchandise that has been worn, washed, damaged, soiled, and without clothing tags. Merchandise must be in a condition ready for resale.
Items should be in the original packaging. Merchandise must have all tags (including hangtags) attached. Shipping fees are non-refundable.
Our team carefully inspects all items before shipping. Therefore, it is highly unlikely for our customers to receive damaged merchandise. All returned items will be inspected for signs of wear, and in the event that the item does not match the original condition, the buyer will not receive a store credit.
Once your return is received and inspected, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your exchange.
Please allow 3 business days after the item is returned for the exchange/store credit to be processed.
We reserve the right to refuse any exchange that does not meet our requirements including but not limited to any signs of wear, the smell of fragrances and smoke.
We are not responsible for lost or damaged packages. We do not ship damaged merchandise and we do not accept damaged merchandise. If your item was damaged during transportation or for any delivery issues please contact us. Customer is responsible for shipping fees to send the order back.
Our return instructions on our Return Portal makes sending items back hassle free.
It's important to note that return shipping costs are not covered by The BRAND label unless the reason for the return was due to an error on our part. In those cases we will email you a return label.
You have 14 days from the date of delivery to submit a return. For exchanges we offer a discounted reship fee of $7.99 which is due prior to reshipment. The reship fee invoice will be emailed to you once our team has inspected and approved the exchange.
You must submit a return request, and send your item back within 14 days of receiving your order. After 14 days, your order is FINAL SALE
As noted in our return policy, we ask for customers to allow 3 business days for us to process returns once received. We will notify you via email as soon as the return is processed.
Please do not send multiple emails requesting updates if we are still within the return window time. All returns are processed in the order in which they are received.
A store credit loyalty card will be emailed to you once your return is received and processed. Use the loyal card code during checkout. You can also check your store credit balance anytime with the following link. Store credit balance
For your convenience, store credits never expire.
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We do! Gift cards are available in incremental amounts from $50 to $250. Get your bestie something they’ll really love when you shop cards here!
Gift cards are sent electronically through email and are not physical cards. There are no fees or expiration dates.
Still have questions? Email us at firstname.lastname@example.org