Twilight ebano

Order Processing and Delivery Time
All orders are processed within 2 business days (excluding weekends and holidays) upon receiving your order confirmation email. Notification will be provided once your order has been shipped. Delays may occur due to unforeseen events such as peak holiday traffic, force majeure, or carrier challenges.

Shipping Rates

Netherlands
- DHL Express: €7 (1 to 2 working days)
- Free delivery for orders over €300

Belgium, Germany, Luxembourg
- DHL Economy: €10 (2 to 3 working days)
- DHL Express: €15 (1 to 2 working days)
- Free delivery for orders over €300

European Union
- DHL Economy: €10 (2 to 5 working days)
- DHL Express: €15 (1 to 2 working days)
- Free delivery for orders over €350

Cyprus, Malta
- DHL Express: €15 (2 to 3 working days)
- Free delivery for orders over €400

United Kingdom
- DHL Economy: €10 (2 to 4 working days)
- DHL Express: €15 (1 to 2 working days)
- Free delivery for orders over £250

USA
- DHL Express: $15 (2 to 3 working days)
- Free delivery for orders over $550

Australia
- DHL Express: AUD 55 (3 to 4 working days)
- Free delivery for orders over AUD 800

Asia
- DHL Express: €25 (2 to 3 working days)
- Free delivery for orders over €800

Rest of the World
- DHL Express: €25 (2 to 5 working days)
- Free delivery for orders over €800

In-Store Pickup
Skip shipping fees with complimentary local pickup at our Sittard store. Orders placed for local pickup will be ready for collection the same day. Pickup hours are 13:30 - 17:30, Monday to Friday. Please bring your order confirmation email upon arrival.

Value Added Tax (VAT)
Orders delivered to countries outside the EU are exempt from VAT. VAT is automatically deducted in the checkout.

Duties & Customs
For shipments outside the EU, customs or import duties may apply upon delivery. 
Our deliveries are based on the Delivered at Place (DAP) term. Under DAP, we are responsible for delivering the goods to the named destination, but the customer is responsible for paying any local taxes, import duties, and any other charges related to customs clearance.

Order Status
Upon shipping, we will send an email with a tracking number. Please allow 48 hours for tracking details to update. If your order has not arrived within 7 days post-shipment, email customercare@labelsfashion.com.

First-Time Order Policy
For security, first-time orders may be shipped to the cardholder’s verified billing or work address. Please ensure accurate billing and shipping details to avoid delays.

Rejected Parcel
If a parcel is refused, customers will be charged for two-way shipping, import duties related to the return, and a €50 fee for packaging, handling, and restocking. This total will be deducted from any refunds.

Shipping Restrictions
We do not ship to P.O. boxes.
Currently, we do not ship to the Russian Federation.

Refunds, Returns, and Exchanges
Returns are accepted within 14 days of delivery if items are unused and in their original state. The full order amount will be refunded, excluding return shipping costs. Damaged orders should be reported immediately with your order number and photos of the item's condition. We will address such issues on a case-by-case basis. Detailed return policies can be found here.

Environmental Responsibility
We are committed to the environment. Orders are packaged in recyclable, biodegradable boxes made of at least 90% recycled materials. Our printing inks are water-based, and our tapes use environmentally friendly glue.

Tracking
After dispatch, you will receive a confirmation email with a tracking link to monitor your shipment.

Lost/Delayed Parcels
If your parcel seems delayed or lost, please email customercare@labelsfashion.com. Formal complaints can be filed if a parcel is delayed by 3 weeks or if tracking has not updated in 6 days.

For further inquiries, please contact customercare@labelsfashion.com.

All countries within the European Union are shipped on DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the final price.

Non-EU customers are to take care of any duty and tax fees. Customers will correspond this amount to DHL Express, according to the process recommended by DHL Express.

Our return policy lasts 14 days. If 14 days have gone by since your order was delivered to you, unfortunately we can’t offer you a refund or exchange.
We will issue a full refund, including the shipping costs you paid to ship your order to your destination.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
The item must be unworn, and must not smell of sweat, food or otherwise.
The red security label must remain attached to the item at all times. We cannot accept returns without this label. Cutting the label off and then returning it with it is also not allowed.

Several types of goods are exempt from being returned: we do not accept products that are intimate or sanitary goods.

Additional non-returnable items:

• gift cards
• some health and personal care items
  
  

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

• any item not in its original condition, is damaged or missing parts for reasons not due to our error
• any item that is returned more than 14 days after delivery

Refunds
We are known for our prompt way of handling returns, so the money is back in your account quickly. Under normal circumstances, returns are processed the same day they reach us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item(s). We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days, usually 1 or 2 working days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at customercare@labelsfashion.com.

Sale items
Regular and sale priced items may be refunded, unfortunately final sale items (60% discount or higher) cannot be returned.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at customercare@labelsfashion.com and we will send you further instructions.

Shipping
Make sure all products are exactly as you received them, with the security tag and seal still attached. Try shoes on a carpeted surface until you have decided to keep them. Return shoes in their original, undamaged shoe box as this is part of the product. Return the shoes and shoe box inside another solid box to not damage the original packaging.

Returning an item

To return an item to us, you must first request a return authorization.

You can request a return through your account at account.labelsfashion.com

Upon approval, you will receive a return label from us. You can then send the package to:

LABELS
Putstraat 10-12, Sittard
6131 HL Netherlands.

Place the item(s) in the original shipping box, or any other solid carton box.

If returning an item from outside the European Union, please clearly mark the package 'RETURNED GOODS', to avoid any customs charges. LABELS is NOT responsible for any return custom charges made.

You will be responsible for paying for your own shipping costs for returning your item. Return shipping costs are non-refundable. You will receive a prepaid return label from us. If you receive a refund, the cost of the prepaid return label will be deducted from your refund.

You should return the item to us immediately after receiving the return label. The item must be delivered back to us within 14 days from the time you receive the return label.