RETURNS/ EXCHANGES
SHIPPING

Shipping Policy

All items on our website are handmade to order from our Wirral based studio. Handmade orders will take up to 21 working days to be shipped. Any stock items listed on 'In Stock' page are sold as seen items and are posted on a 48-hour courier service. Please note that our offices are only open Monday - Friday between the hours of 9am- 5pm. Any orders placed after 3pm Friday will not be shipped until the following Monday. Postage & packaging is free and tracking numbers, if applicable, are included in your SMS confirmation or email address you have provided when placing your order.

We also ship worldwide but unfortunately due to recent shipment restraints; we currently no longer ship to Italy. If you are ordering from outside of the UK, please allow an extra 3-5 working days for shipping should there be an additional delay caused by customs and clearance. Shipping will cost customers outside of the UK £15.  Please note it is the customers responsibility to cover the costs of VAT/Duties or any other fee that might be incurred from our brand with a delivery anywhere outside the UK.  When your order enters your delivery country, the courier will be in touch with you via phone, text or email to let you know if you have any customs fees to pay.

If you need an item of clothing by a certain date, please contact us by email prior to this and also add this date to the 'customisation' box when placing your order, we will work to this date when making your item. 

Molby the Label cannot be held accountable for parcels delayed to reasons beyond our control. Should you experience any delays on your shipment once shipped, please contact the courier service that has providing the tracking for your item. All UK parcels are processed via Royalmail (48 hours) and non - uk parcels are processed via DHL (48 hours).

Return & Exchange Policy

Please note that we do not offer refunds or exchanges on purchases made outside of Europe. Any customs handling charges and fees applied to non - uk shipments are to be paid by the customer, we do not have any control over this, please consider this prior to purchase of your item. 

 

All non-custom or altered items can be returned or exchanged within 14 days of receiving. If your exchange requires new custom sizing or new custom colours, this will need to be re-ordered through the website. If a returned item appears to have been worn or damaged unfortunately, we will not be able to issue a refund. All customised items are non-refundable or exchangeable. Please ensure to enclose all details of your return or exchange within your parcel. If we do receive this item back without any details enclosed this will not be processed and you will not be refunded. Though we are a small team we can have multiple team members working through all order and queries dealt with via Instagram / email. 

Please note our postage & packaging is free but if an order is returned/exchanged by a customer any postage charges will have to be paid for by the customer. To be eligible for a refund, your item must be returned to us within 14 days of you receiving it - unused, in the same condition you received it and returned with all swing tags & labels attached. We do advise your returns to be tracked and/or signed for.  If your return is not accepted by us, we will contact you regarding this and arrange the return of your item back to you at our own expense. Please note, we do not accept returns outside of the Europe therefore in the event we receive back an overseas shipment, this will be returned back to you at your own expense. 

We cannot amend or change your order once placed through our website. This includes any changes regarding sizing or customisations. In the event this does happen, you will need to place a new order and request any cancellation and refund by email, this can take up to 48 hours to process the cancellation and funds will be returned to your original method of payment within 3-5 working days. 

We explicitly reserve the right to not accept your order for any of the following reasons:

The product is not available/in stock, your billing information is not correct or verifiable, your order has been suspected of fraudulent activity, we could not deliver to the address provided by yourself, in the event of misspelling/pricing/other errors in the website information.

We cannot amend or change the address on any orders once placed through our website. In the event this does happen, you will need to place a new order and request any cancellation and refund by email. If items are returned back to us due to failed/missed delivery, any postage charges will need to be paid for by the customer to return this back to you. In the event an item is lost/damaged due to misspelling or incorrect address provided on your order, we are not liable to refund or replace this item. 

Email: hello@molbythelabel.com

Instagram: @molbythelabel