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Returns & Exchanges

We want you to love your new gear, and we understand buying online is sometimes tricky! 

All items are handmade by a one women team in Melbourne Australia. Orders are usually made and shipped within 1-3 business days. Lead times can increase in peak times. Custom orders take longer as fabrics are generally custom printed, and need to be ordered in specially. As of Aug 10 2021 custom orders have closed, and made to order jackets have a lead time of 8-12 weeks. 

We will accept returns and exchanges on your items for 7 days after you receive it. Please note garments must be in perfect unworn condition with tags still attached. The garment must not be worn for photoshoots or show any signs of wear.

Please note custom pieces are not eligible for returns or exchanges. All custom orders are final sale.

Made to order jackets are eligible to return for store credit only due to them being made for you specially. If patterns have been altered to be different from our standard size (ie, longer sleeves, shorter or longer lengths ect) these will not be eligible for return as they cross over into the 'custom order' category and are not able to be added in for stock.  

Please get in touch via ashley@thatnewlabel.com prior to sending back so we can finalise a few details.

Once the garment is returned (and checked over) the refund will be processed. 

Return postage is at the expense of the buyer, and the garment is your responsibility during transit. For this reason we would recommend only using express shipping, as we can not be held accountable for any parcels that are lost in the mail. Shipping must have tracking for return postage. 

For Exchanges: (AUS) Please include a self addressed postal pack in with your garment so that the new product can be sent back to you after the garment is inspected. 

(INTL) We will arrange with you via email any extra shipping for the exchanged garment. 

 

Please Note: There are absolutely no returns or exchanges on wholesale or custom orders. Every effort is made to have ample communication during the process. Thank you for your understanding.  

Orders placed via LAYBUY will be eligible for store credit exchange only due to the extended period of the purchase. 

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