Refund policy

Last updated: June 12, 2026

At Free From Label, we want you to love what you ordered. If something isn't right, we're here to make it easy.

1. RETURNS & REFUND ELIGIBILITY

You can request a return within 14 days of receiving your order, provided the item is unused, unworn, unwashed, and returned in its original packaging with tags attached.

Some items are not eligible for return:

  • Items that have been worn, washed, or used
  • Items returned without original tags or packaging
  • Sealed hygiene or intimate items where the seal has been broken
  • Custom or personalised items made to your specifications

2. HOW TO REQUEST A RETURN

  1. Email us at support@freefromlabel.com within 14 days of delivery, or use the "Withdraw from contract" button at the bottom of our website
  2. Include your order number and the item(s) you'd like to return
  3. Let us know the reason if you'd like to — this helps us improve, though it's not required
  4. For damaged or incorrect items, please attach clear photo or video evidence

We'll get back to you within 2–3 business days with return instructions.

Please don't send items back before hearing from us — returns sent without prior confirmation may not be accepted.

3. RETURN SHIPPING

We provide free return labels. In some cases you may need to cover the return shipping cost upfront — this will be refunded to you along with your product refund once we've received the item.

4. REFUND PROCESS

Once we receive and inspect your return:

  • We'll notify you of the outcome within 5–7 business days
  • Approved refunds are issued to your original payment method within 14 days of us receiving the item
  • Refunds cover the product value; original shipping costs are not included unless your item arrived damaged, defective, or incorrect

Processing times may vary depending on your bank or payment provider.

5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Not what you expected? Contact us within 48 hours of delivery with your order number and clear photos or video. We'll sort it out with a replacement, reshipment, or full refund — whichever works best.

6. ORDER CANCELLATIONS

Changed your mind before your order ships? Email us as soon as possible and we'll do our best to cancel it. Once an order has been dispatched, it will need to go through the return process instead.

EU customers: you have the right to cancel your order within 14 days of receiving it for any reason, with no obligation to explain. Use the "Withdraw from contract" button on our website or email us directly. This right is provided under EU Directive 2011/83/EU as amended by EU Directive 2023/2673. Returns must be sent back within 14 days of cancelling, and refunds are processed within 14 days of us receiving your item.

7. ABUSE & FRAUD PREVENTION

We want to keep things fair for everyone. We reserve the right to decline refund requests in cases of suspected misuse, fraud, or unusually high return patterns. Accounts engaging in abusive behaviour may be restricted from future purchases.

8. CONTACT US

📧 support@freefromlabel.com

We aim to respond within 24–48 business hours.