FREQUENTLY ASKED QUESTIONS

Order

How can I order?

• Click on the item of your choice.

• Click on "Add to cart". 

• Continue shopping or finalize your order by clicking on the icon representing a basket at the top right of the site, and choose "Order".

• Fill in the information required for delivery and click on "Continue to shipping".

• If you have a discount code don't forget to add it in the "Reduction code" field. This field is available on the right of your screen on desktop and at the payment step on mobile. 

• Fill in the necessary information to proceed with the payment.

• Click on "Pay now" to finalize your purchase. 

Can I cancel or change my order?

You can cancel or modify your order until it has been sent. If you wish to cancel or modify an order please contact us at hello@labelk.com . Once your order has been sent you will have the possibility to return it. 

Is my order confirmed?

• When your order has been processed, you'll receive an order confirmation email (check your spam folders if it's not the case) and your order will appear on your customer account. 

• If you didn't receive the order confirmation email and do not see the order confirmation on your customer account, contact us at hello@labelk.com and we will get back to you as soon as possible. 

Is it possible to group several orders?

We automatically group orders when we see they were placed on the same day to be delivered to the same address. 

Where is my order?

• You order is being prepared or is probably on its way. To find out exactly where it is, use the tracking number provided in the order confirmation email. 

• If you can't find it, check your spam folders. Still can't find it? Contact us at hello@labelk.com

How can I track my order ?

You can follow the delivery with the tracking number provided in the order confirmation email. 

What should I do if my order is lost ?

If you think your package is lost, please contact our customer service at hello@labelk.com.

My order has been automatically returned. What should I do?

• If your package has been returned to us, it is because it has not been collected from the UPS Access Point or because the delivery adress was incorrect.

• In that case, we can send the order back to you at your expense. Contact us at hello@labelk.com

My order is a gift, will the price appear on the invoice?

As a precaution, we do not include the invoice in the package. You will receive it by e-mail. 

Payment

What are the available payment methods?

You can pay by credit card, Paypal, Bancontact, Apple Pay, Google Pay and Shop Pay.

What should I do if my payment has been rejected?

• If you were unable to place an order, please feel free to try again with another payment method and/or on an another internet browser. 

• If you are still unable to place an order, contact customer service at hello@labelk.com.

How can I use my discount code?

• Once in your basket, click on "Check out".

• Enter the code in the "Reduction Code" field. This field is available on the right of your screen on desktop and at the payment step on mobile.

• Click on "Apply". 

Can I use my credit card safely on your website?

You can shop safely with us: process payments on our website are secured. 

Returns & Refunds

How and until when can I make a return?

• We have a 14-days return policy, which means that once you have receive your order you have 14 days to request a return. 

• To ask for a return, please contact us at hello@labelk.com. Our team will send you a return label and all necessary instructions. 

• In order to receive your refund, all items must be returned to us unworn and in the same condition you received them with their original packaging. You will also need your receipt. 

Do I have to pay the return shipping costs?

The return is free of charge, we take at our expense the payment of the delivery costs. 

How long does it take to get a refund ?

As soon as we have received and inspected your return, we will let you know if your refund has been approved. In this case, you will automatically be refunded to your original payment method. Please bear in mind that it may take some time for your bank or credit card company to process the refund. 

I would like to exchange an item. How can I proceed?

We don't offer exchanges. If you would like a different size or color, please return your unwanted item and place a new order. 

My item is defective / I have received the wrong item. What should I do?

If the item is defective, damage or if you received the wrong item, please contact us at hello@labelk.com, we will get back to you as soon as possible. 

Delivery

How long does delivery take?

Austria, Belgium, France, Germany, Italy, Luxembourg, Netherlands, Spain, Switzerland

• UPS Access Point: 2-4 business days

• UPS Home Delivery: 2-days

• Express Home Delivery: 1-2 days

• Express UPS Access Point: 1-2 days

Rest of the World

• UPS Home Delivery: 3-7 days

• UPS Access Point: 3-7 days

What are the delivery costs?

Austria, Belgium, France, Germany, Italy, Luxembourg, Netherlands, Spain, Switzerland

• UPS Access Point (2-4 business days) : free from 40€ cart (otherwise 4,5€) 

• UPS Home Delivery (2-days) : free from 40€ cart (otherwise 6,5€) 

• Express Home Delivery (1-2 days) : 10€ 

• Express UPS Access Point (1-2 days) : 10€

Rest of the World

• UPS Home Delivery (3-7 days) : free from 100€ cart (otherwise 14,95€) 

• UPS Access Point (3-7 days) : free from 100€ cart (otherwise 14,95€) 

What are the different delivery methods?

Austria, Belgium, France, Germany, Italy, Luxembourg, Netherlands, Spain, Switzerland

• UPS Access Point (2-4 business days) 

• UPS Home Delivery (2-days) 

• Express Home Delivery (1-2 days)

• Express UPS Access Point (1-2 days)

Rest of the World

• UPS Home Delivery (3-7 days)

• UPS Access Point (3-7 days) 

I didn't receive my order. What should I do?

• You can follow your package thanks to the tracking number provided in your order confirmation e-mail.

• If you order is marked as "delivered", please check your letterbox and hallway or ask your neighbors if they have picked it up for you. Make sure that you did not select the UPS Access Point delivery. 

• If your order still cannot be found, please contact us at hello@labelk.com so that we can seek a solution. 

My Account

How can I create a customer account?

• Click on the figure at the top right of the website.

• Fill in the necessary information and click on "Create my account". You will receive a confirmation email of your account creation in a few moments. 

I forgot my password! How can I get a new one?

On your account, click on "Forgot your password?". Enter your email and click on "Submit". Check your inbox (and your spam folders), open thermal you just received and click on "Reset your Password". Enter and confirm your new password and click on "Rest Password". You're all set ! 

Product

How do I know which size to choose ?

Our bracelets are available in a unique size and are easily adjustable. To choose a ring, use our size guide.

How do I know if a product is back in stock?

If your favorite product is out of stock, click on "Create an Alerte". We'll get back to you as soon as it is back in stock! 

Is my jewel guaranteed?

Our jewelry are not guaranteed, however if you have a problem with one of your product, please contact us at hello@labelk.com . We will do our best to help you. 

Our commitments

What are your social commitments?

One of Label K's raison d'être is to support and empower moms, women worldwide. We share our profits to help women creating or developing their project. See more.

What are your environmental commitments?

• Since the beginning of the year, we have been offsetting transport emissions to offer you carbon neutral shipment. 

• To reduce our plastic use, we've replaced our our charm's bracelets packaging with PLA, a new biodegradable and compostable packaging. 

Spread Love

Why should I refer a friend?

By refering a friend you're giving him 15% off. Once your friend has placed order, to thank you, we'll offer you 15% off on your next order.

How can I refer a friend?

Create an account to get a referral link to share with your friends.

Secure transactions

Transactions are handled with bank-grade security.

Simple checkout

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time.

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