ORDERS

What currency are your orders in?
Our prices are shown and charged in EUR.

How do I know what size to order?

We have a size chart tailored to each item on the product pages. Most pieces can be worn in smaller or bigger sizes depending on your preference of the fit. If you have any questions about sizing, you can always e-mail us. We will be happy to help!

Is it possible to change my order?
We cannot make changes to orders once they have been placed. Please check your cart carefully before ordering.  

Is it possible to cancel my order?

If your order has not been shipped we can cancel it, please send an email to contact@eljothelabel.com immediately to proceed. If your order has been shipped already, we will not be able to cancel it.

Can I change my shipping address?
If you entered the wrong address, please send us an email at contact@eljothelabel.com right away. If your order has not been shipped yet, there is a chance that we can change your address, but it is not a guarantee. If it has been shipped already you will have to contact our shipping company to change your address and redirect your order. Additional costs may apply! 

Can I track my order?
Yes, once your order is dispatched you will receive an email containing the tracking link.

What is the status of my order?
Once your order is dispatched you will receive an email with a tracking number - please use this to track your order.

When will my order be dispatched?
For all items in stock we normally dispatch within 1-2 working days.

Are there import duties or taxes?
For international orders import duties or taxes may apply. You as a customer are responsible for paying these import duties or taxes.

SHIPPING

Where do you ship from?
We ship from the Netherlands.

What shipping options do you provide?
We ship with PostNL and DHL. . 

How much does shipping cost?

You can find an overview of the shipping costs per country on our page: shipping. We offer free shipping on orders over € 75 within the Netherlands.

How long will it take for my order to arrive?
You can find an overview of the estimated delivery time per country on our page: shipping.

Please note once your order has been dispatched, it is in the hands of the shipping provider. Therefore, any delays are outside of our control. Please also be aware of the fact that COVID-19 might also affect delivery times.

What if my order hasn’t arrived?
Email us at contact@eljothelabel.com and we will be happy to help you locate your order.

RETURNS

What is your return policy?
You as a customer have a right of withdrawal for 14 days after receipt of the goods. Goods returned must be unused and intact, in the original packaging with the original hangtag on. Returns that have been worn or used, damaged, soiled, altered or returned after the 14 days may not be accepted and may be sent back to the customer.

How can I return my order?
To make it as easy as possible for you, there’s a handy return sheet enclosed with your delivery. Just fill it out, cut it off and include it in your return package, so we can process returns as efficiently as possible. Don’t worry if you lose it, email us at contact@eljothelabel.com.

Please return your items to:
ELJO THE LABEL
Burgemeester Mullerstraat 9
2235 VG Valkenburg  The Netherlands

Please get a tracking number, when you send your return. We also recommend obtaining proof of postage for your records.

Do I pay to return my order?
For returns, the customer is responsible for the cost of shipping the order back to us.  



Please note we do not stand for customs payments. Any international shipping fees associated with returning items are the sole responsibility of the customer and we cannot refund these costs. Please mark your package as a return when sending back to us.

I received an incorrect or damaged item?
If you receive an incorrect or damaged item, please contact our customer service team immediately: contact@eljothelabel.com. Please include a photo of the item, so we can advise you on how to proceed. We are unable to accept returns beyond the 14 days of your receipt and anything sent to us after 14 days may be returned to you.

How long does it take to get a refund?
Refunds will be processed back to the original payment method. We will process returns within 5 days of receiving the item(s) and refunds may take up to 10 business days to complete, depending on your bank. 

Is it possible to make an exchange?
It is not possible to exchange your item for a different article or size. If you want to exchange for another item or size, please return your item(s) and place a new order for the article and size you would like to receive.

SUSTAINABILITY

What about sustainability?
We always do our best to make our products as sustainable as possible. We care about the people that produce our designs and the impact we have on our environment. We are not perfect, but we try to take sustainable steps every day.

What are your pieces made out of?
We try to use natural, organic or regenerated fibers for our items. We do not use any polyester, as polyester is one of the biggest source of microplastic pollution in our oceans. Recycled polyester is not a sustainable alternative for us, as during the recycling process micro plastic is released which results in even more plastic in landfills and our oceans. 
Also we will try to minimize waste where possible.

Where are your pieces made? 
We want to create timeless and high quality items, that are all ethically produced and manufactured in Portugal. Portuguese factories follow European laws and policies regarding Labour relations practices. We choose our factories carefully in order to guarantee high-quality standards. Portugal is known for quality workmanship, respecting working conditions, premium fabrics research, and to improve on knowledge and technology. Also by producing our items in Portugal we are able to transport our items to the Netherlands by truck, which avoid extra emissions of the transport by air or shipping.

What packaging do you use for my order?
Our packaging is eco-friendly and we do not use any plastic for our packaging. Our polybags and tissuepaper are made of recycled and biodegradable materials and our thank you cards are made of recycled paper.

My question is not answered yet?
If you could not find an answer to your question in the frequently asked questions above, please send us an email at contact@eljothelabel.com. We will be happy to answer your question.