FAQs
Where are you based?
Sydney! Australia.
When will you restock an item or size I want?
You can sign up to be notified when an item is back in stock. Click the “Notify Me When Available” button on the product page. We’ll send you an email as soon as the size and product has been restocked. Feel free to email us and we may be able to give you a rough restock date - info@apricitythelabel.com
Will I need to pay customs fees for an international order?
PLEASE NOTE: We have not yet opened up international ordering - the following information will only apply when we do so.
Possibly. Please note all orders placed outside of the Australia will be charged separate customs fees, not included in the delivery charge. These are determined individually by the border of your delivery country; you will be notified of the customs charge by the courier once the order is assessed at your country’s border. Unfortunately, we are unable to advise the individual costs of custom fees.
When will I receive my order?
- All orders placed on a business day are packed and dispatched within 1-3 working days.
- All orders placed on a weekend or public holiday will be dispatched within 1-3 working days.
Once an order leaves our warehouse it is no longer within our control. Domestic orders are sent by Australia Post which usually take between 1-5 business days depending on your choice of Standard or Express Post and the parcel’s destination.
International parcels are sent using DHL Express and usually take 2-5 business days to arrive, depending on your country. PLEASE NOTE: We have not yet opened up international ordering. For any queries regarding the shipment of your parcel, we recommend contacting the courier with your tracking and address information. For any further information regarding your order shipment, email - info@apricitythelabel.com
What do I do if my order hasn’t arrived?
If you have received confirmation that your order has been dispatched, please check your tracking number and/or contact Australia Post on 137-678 for domestic orders, or DHL for international orders.
If you have not received any confirmation from us, please email us - info@apricitythelabel.com and we will check the status of your order and resend tracking details to you.
Can I change my order?
Unfortunately once an order is placed it is unlikely that we will be able to change it. However, if you want to change your order immediately after placing it, please contact us as soon as possible to ensure it has not been dispatched. If the order has not yet been dispatched, we may be able to change it.
Can I return my order?
Yes! Our returns and exchanges instructions are laid out in the Returns & Exchanges section of the site.
Do you do free returns?
Unfortunately not. We recommend that any return goods be sent via insured, traceable delivery for your protection.
How long does my refund take?
Once your returned order is received at our warehouse, we’ll process your refund within 14 days. You’ll receive an email letting you know we’ve refunded you, please note it can take up to 2 weeks for your payment provider to issue the amount back to your account.
If you have any concerns regarding the whereabouts of your refund, we advise contacting your bank or payment provider directly to get an update on the refund progress.
Why was my order cancelled?
If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in finding alternative products, please email us for a recommendation - info@apricitythelabel.com.
I am missing an item from my order.
Please send us an email to info@apricitythelabel.com with your order number and the product name of the missing item. Sometimes orders can be sent out in multiple packages if your order is too big to fit into one mailing bag.
I have received the wrong item or size.
We’re so sorry! Please send us an email to info@apricitythelabel.com with your order number and the product name of the incorrect item or size. We will organise a return at our expense and send out the correct item or size once we have received that item back.
I have received a faulty item.
All our goods are quality checked and packed with care, however if your goods are faulty or do not meet the description given on the site, we’ll need to assess the damage prior to you returning the item. Please email us with photos of the issue - info@apricitythelabel.com. When returning a faulty item, please include the reason in the description and highlight the specific fault within your returns form.