Returns & Refund Policy

Last updated: 16/07/2026

We hope you are completely satisfied with your purchase from The Street Label. This policy explains how cancellations, returns, refunds, faulty goods and delivery concerns are handled.

Nothing in this policy affects your statutory rights under applicable United Kingdom consumer law.

1. Cancelling an Online Order

When you purchase goods from us online, you normally have the right to cancel your order within 14 days from the day after you, or a person nominated by you, receives the goods.

You do not need to provide a reason for cancelling, but you must notify us clearly before the cancellation period expires.

To request a cancellation or return, contact us at:

Email: [support@thestreetlabel.com]

Please include:

• Your full name
• Your order number
• The item or items you wish to return
• The reason for the return, where applicable

2. Returning Your Items

After notifying us that you wish to cancel, you must return the goods within a further 14 days.

Returned goods should be:

• Unworn, unused and unwashed
• In their original condition
• With all original labels, tags and security seals attached
• Free from marks, makeup, odours, pet hair or other damage
• Returned with the original packaging where reasonably possible

You may inspect and try on an item in the same way that you reasonably would in a physical shop. However, we may reduce your refund where the value of the goods has been diminished because of handling beyond what was necessary to establish their nature, characteristics and fit.

3. Return Postage

Unless an item is faulty, damaged, misdescribed or supplied incorrectly, you are responsible for the cost of returning it to us.

We strongly recommend using a tracked and insured postal service. You are responsible for the returned goods until they are received by us.

Please retain your proof of postage and tracking information.

Returns must be sent to:

The Street Label
58 Langton Park
SN4 0QW
United Kingdom

Please do not return an item until you have contacted us and received the relevant return instructions.

4. Refunds

Once your return has been received, we will inspect it and notify you whether the refund has been approved.

Where a refund is due, it will be made to the original payment method. We will process the refund without undue delay and normally within 14 days after receiving the returned goods or satisfactory evidence that they have been sent back, whichever applies.

Your bank, card issuer or payment provider may require additional time to display the refund in your account.

5. Delivery Charges

When you cancel an eligible online order in full, we will refund the cost of our least expensive standard delivery option.

If you selected an enhanced, express or premium delivery service, any amount above the cost of standard delivery will not normally be refunded.

Original delivery charges are not normally refunded for partial returns, unless required by law or the returned item was faulty, damaged, misdescribed or incorrectly supplied.

6. Items That Cannot Normally Be Returned

The right to cancel may not apply to certain goods, including:

• Personalised, altered or custom-made items
• Gift cards
• Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed
• Underwear or similar hygiene-sensitive items where the protective seal has been removed
• Earrings or pierced jewellery where hygiene seals have been removed

These exclusions do not apply where an item is faulty, damaged, misdescribed or otherwise does not conform to the contract.

7. Faulty, Damaged or Incorrect Items

Goods must be of satisfactory quality, fit for their intended purpose and as described.

If you believe an item is faulty, damaged, misdescribed or incorrect, please contact us as soon as reasonably possible at:

support@thestreetlabel.com

Please provide:

• Your order number
• A clear description of the issue
• Photographs of the item
• Photographs of the packaging and shipping label, where relevant

Depending on the circumstances and your legal rights, we may offer a refund, repair or replacement.

Where an item is confirmed to be faulty, damaged, misdescribed or supplied incorrectly, we will cover reasonable return postage costs.

8. Sale and Discounted Items

Sale and discounted items have the same statutory rights as full-price items.

An item reduced in price because of a specific fault may not be returned on the basis of that disclosed fault. This does not affect your rights in relation to any other fault.

9. Exchanges

We do not currently offer direct exchanges.

To purchase a different item, colour or size, please return the original item in accordance with this policy and place a new order.

10. Orders Shown as Delivered but Reported Missing

If tracking shows that your parcel has been delivered but you cannot find it, please first:

• Check all entrances, porches, sheds and nominated safe places
• Check with members of your household
• Check with neighbours, reception staff or building management
• Review any delivery photograph, GPS information or courier notification

You must contact us promptly, and preferably within 7 days of the recorded delivery date, so that we can raise an investigation with the courier.

A statement that a parcel is missing will not, by itself, result in an automatic refund or replacement where the carrier records the shipment as delivered.

We may ask you to provide or confirm:

• Your complete delivery address
• Whether you nominated a safe place or neighbour
• Whether anyone at the address accepted the parcel
• A signed non-receipt declaration
• Any other information reasonably requested by the courier

We will review the available evidence, which may include tracking records, GPS data, delivery photographs, signatures, courier statements and your account information.

Where the evidence reasonably confirms that the parcel was correctly delivered to the address, nominated safe place or authorised recipient, we may decline a refund or replacement, subject always to your statutory rights.

Where an investigation confirms that the parcel was lost, misdelivered or not properly delivered, we will provide an appropriate remedy in accordance with applicable law.

We are not responsible for losses caused by an incorrect or incomplete delivery address supplied by the customer, except where we were notified and able to correct the address before dispatch.

11. Refused and Uncollected Parcels

If a parcel is refused, not collected or returned to us because delivery could not be completed, we will contact you after it has been received back.

Any refund may be reduced by lawful and reasonable costs arising from the failed delivery or return, except where the failure was caused by us or where such a deduction would conflict with your statutory rights.

12. Return Fraud and Abuse

We reserve the right to investigate suspected fraudulent, dishonest or abusive return activity, including:

• Returning a different item from the one purchased
• Removing or replacing labels, tags or security devices
• Submitting altered or misleading photographs
• Falsely claiming that an order was not received
• Repeated or excessive return activity indicating misuse

We may refuse a return or suspend an account where permitted by law and where there is reasonable evidence of fraud or abuse. We may also report suspected criminal activity to the relevant authorities or payment provider.

13. Authenticity

Every item sold by The Street Label is carefully sourced and guaranteed authentic.

If you have a genuine concern regarding authenticity, please contact us before wearing, using, altering or removing the tags from the item.

We may require supporting photographs, documentation or an independent assessment before resolving an authenticity claim.

14. Statutory Rights

This policy is intended to operate alongside your rights under applicable United Kingdom consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Nothing in this policy excludes, restricts or attempts to replace any rights that cannot legally be excluded or restricted.

15. Contact Us

For questions, cancellations, returns or refund enquiries, contact:

The Street Label
Email: support@thestreetlabel.com
Website: https://thestreetlabel.com