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Refund policy
GENERAL TERMS
Returnable condition requirements:
- Items must be unworn, unwashed, undamaged, unaltered, and free of makeup, stains, deodorant, and perfume.
- All original internal garment tags must be attached, including any secure return tags, which should remain intact.
Items that do not meet these conditions may not be eligible for a return or exchange. To ensure eligibility, we recommend trying items on carefully and, for shoes, only on a clean, soft surface.
Exceptions:
- Final sale items cannot be returned or exchanged. Please check the product description to see if an item is marked as a final sale.
- For hygiene reasons, unconditional returns on swimwear are not accepted. If you need assistance in this regard, please consult with the customer service team.
Note: Please do not send returns to the address on the waybill, as this is not our return address. Refunds cannot be processed for items sent to incorrect locations.
RESPONSIBILITY
Rebecathelabel covers the costs of returns and exchanges if they are due to our fault. In other cases, customers are responsible for any shipping fees or customs duties. Below are some common situations and the applicable return/exchange terms.
1. Situations eligible for free returns and exchanges:
- The item has quality issues, significant color discrepancies, or strong odors.
- The item in the package was wrongly sent.
2. Situations eligible for free exchanges or customer-paid returns:
- The customer does not like or want the item for personal reasons.
3. Situations eligible for free resend:
- The item is missing from the order. Customers can also opt to request a refund for the missing item.
- The order failed to be delivered (excluding customer rejections). If the failure is due to an incorrect address provided, the customer may need to contact the courier for re-delivery or pick-up.
Note: If a package is rejected by the customer, we cannot offer after-sales services such as returns, exchanges, or refunds. Store credits for the remaining order amount, after deducting shipping fees, will be issued instead. You can use store credits on your next purchase by contacting customer service.
If your situation is not covered here, please contact our customer service representatives for assistance or detailed return instructions, otherwise the return may fail.
SIZING ISSUES
We understand that sizing can sometimes be tricky when shopping online. If the item you receive does not fit, Rebecathelabel offers free exchanges to ensure you get the right size. Alternatively, you may choose to return the item at your own expense. We encourage customers to reach out to our customer service team for sizing advice before making a purchase to minimize any issues
EXCHANGES
Each item can be exchanged once, except for final sale products. Rebecathelabel covers shipping costs for exchanges.
If exchanging for a higher-priced item, customers will need to pay the difference. If the new item is less expensive (in cases of product quality issues), the price difference will be refunded.
RETURN COSTS
Rebecathelabel offers two return options:
a) prepaid return labels (available in select countries)
b) self-mailing
For customer-paid returns, if you choose to use our prepaid return label, the return shipping cost—10% of the value of the returned items—will be deducted from your refund.
As for the shipping fees (not the return fees):
If the return is caused by the customer (e.g., change of mind or ordering the wrong size), the customer is responsible for the shipping fees. The exact fee will depend on the courier you choose. For orders that originally received free shipping, approximately 10% of the value of the returned items will be considered as the shipping charge and deducted from your refund.
If the return is due to our error (e.g., damaged or incorrect items), Rebecathelabel will cover the shipping fees, and no additional cost will be charged to you.
ORDER CANCELLATION
Orders may generally be canceled within 1–3 days of placement. If the order has already shipped, cancellation will not be possible. In such cases, we recommend contacting our customer service team to arrange a return once your package is delivered.
REFUNDS
Refunds will be processed once the returned items are received and inspected by our warehouse team. For customer-paid returns, the original shipping and return shipping fees will be deducted from the refund. You should receive your refund within 14 days after your returned package is delivered.
Note：All returns and refunds must be initiated by contacting our customer service team. Returning items directly to this address may result in a failed refund.contact us Rebecathelabel@gmail.com for return address