Draft. This document is awaiting legal review and is not yet final.
Last updated: [DATE]
1. Dispatch
Every order is quality checked and dispatched within 2 to 5 working days. Working days are Monday to Friday, excluding bank holidays in England. During busy periods such as launches, Black Friday and December, dispatch can take longer and we will show any change on our website. You will receive an email with tracking details when your order is dispatched.
If you order several items, they may arrive in separate parcels at no extra cost.
2. Delivery times and costs
| Destination | Cost | Estimated delivery after dispatch |
|---|---|---|
| United Kingdom | £3.95, free on orders over £100 | 1 to 3 working days |
| Europe | £8.95 | 3 to 6 working days |
| Rest of world | £14.95 | 5 to 12 working days |
All deliveries are tracked. Delivery times are estimates and not guaranteed. The free UK delivery threshold applies to the value of products after any discounts and before delivery charges. [Gift card purchases do not count towards the threshold.]
[We are currently unable to deliver to: LIST ANY RESTRICTED DESTINATIONS.]
3. Customs, duties and taxes
Orders delivered within the UK have no additional charges. Orders delivered outside the UK may be subject to import duties, taxes (such as VAT) and carrier handling fees, which are set by the destination country. Unless these are shown and charged at checkout, they are payable by you when the parcel arrives. We cannot predict these charges, so please check with your local customs office before ordering. If you refuse to pay them and the parcel is returned, we will refund the price of the products less the original delivery charge and any return charges we incur.
4. Delivery address
Please check your delivery address carefully, including flat numbers and postcode. We cannot change an address once an order has been dispatched. If an order is returned because the address was incorrect or incomplete, see our Returns and Refunds Policy.
5. Late or lost parcels
If your parcel has not arrived, please first check the tracking link and with neighbours or your building’s reception. If it still has not arrived 7 working days (UK) or 15 working days (outside the UK) after the estimated delivery date, please email [hello@ouslabel.com] with your order number. Please contact us no later than 30 days after the estimated delivery date so we can investigate with the carrier. Once a parcel is confirmed lost, we will send a replacement or refund you in full.
If tracking shows the parcel as delivered but you have not received it, we will investigate with the carrier. We may ask you to confirm in writing that you have not received it.
6. Damaged parcels
If your parcel arrives damaged, please take photos of the packaging and the items before throwing anything away and email us within 30 days of delivery.
7. Gift cards
Gift cards are sent by email to the recipient on the date you choose. There is no delivery charge.