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FAQ

Ordering

  • How can I pay?

We accept Paypal, iDeal and credit card.

  • Can I cancel my order?

You suddenly changed your mind? Send us a mail at welcome@thegreenlabels.com. If the order hasn't been shipped yet we will be able to refund the order. If it has been shipped you will have to return the product, we will then refund you. Check the return section for more info.


Shipping

  • Where do you ship and what are the costs involved?

 

under
€100

above
€100

above
€150

above €200

The Netherlands, Belgium, Germany.

€5

free

free

free

Austria, Czech Republic, Denmark, Estonia, France, Italy, Ireland, Hungary, Latvia, Liechtenstein, Lithuania, Monaco, Poland, Slovenia, Slovakia, Sweden, Spain, UK.

€10

€10

free

free

Rest of the world (customs & duty may apply)

€25

€25

€15

free

 

  • Can I change my order or address after completing the order?

If you notice an error in your shipping address please send us an email at welcome@thegreenlabels.com as soon as possible. If the order is already shipped we can’t modify it ourselves. Orders that are returned because of an invalid address will incur a shipping charge if they are reshipped.

  • How can I trace my order?

In the Netherlands, we use Fietskoerier who will send you an email regarding the delivery date.

For other European countries, we mostly work with DPD who will provide you with a track and trace code.

  • How long does it take to receive my order?

In the Netherlands, any order placed before 4 pm (weekends and bank holidays excluded) will be delivered the next day between 6 pm and 10 pm. Just in time when you are coming back from work!

For other European countries, shipping can take up to 2 to 5 days.

For the rest of the world, well it’s a little difficult to estimate because the world is quite big! If you want you can contact us for an estimate.

 

Exchange & Returns

  • I am not completely satisfied, how can I return my product?

Sorry to hear that, but of course it's no problem to return your products, with exception of specific products such as underwear, and hosiery.  You have 14 days to return or exchange your product. The product(s) must be as new, and must still have a tag on. We will not refund any damaged and/or used products. We can’t cover the return costs ourselves, and we believe that doing so makes you consider your shipping options in a reasonable way and maintains a lower carbon footprint. 

Send us an email at welcome@thegreenlabels.com, indicating the reason for return (optional), order number and product name. We will then share the shipping address to return the goods. Returns should be shipped with a parcel provider that provides a tracking number and insurance, as thegreenlabels.com will not be held responsible for lost packages.

  • How do I get my money back?

After receiving and checking the return good(s) we will send you an email confirming that we have accepted your return. You will have a choice between receiving a gift card for the ordered amount + the return shipping costs or receive your money back for the amount of your order via bank transfer or directly on your account. 

Expect a maximum of 14 days of processing time after reception of the goods to get your money back into your account.

  • I want to exchange my item for another one, how to proceed?

Wrong size or wrong color, changed your mind? No problem. In any case, send us an email!  

If you want to exchange your item for another one with the exact same price (different color or size) you can send the item back, return costs are on you but sending costs are on us. 

If you want to exchange the exact same product for another one you can follow the same process as for a return and use the gift card “refund” option. Then you can re-use it to order a new product with it. 


Account

  • Can I see my order history in my account?

Yes, you can find it there indeed!

  • Can I order without creating an account?

Yes, of course, when creating an account do not tick the box “Remember my information for next time”

  • I have lost my password, how can I request another one?

Easy peasy! Just click on “I have lost my password” on the account login page.