FREQUENTLY ASKED QUESTIONS (Q&A):
ORDERS:
When you are shopping at www.borderlinethelabel.com you are automatically accepting our sales conditions. This is why we advise you to read through all of our aforementioned terms and conditions before you start to shopping.
You can’t place an order directly through our website, or if you wish for any assistance while placing your orders you can reach our customer service department via info@borderlinethelabel.com.
BORDERLINE THE LABEL will keep you updates about the status of your order via email. You can track your order by emailing us at info@borderlinethelabel.com.
As your purchase will be prepared promptly for dispatch, please contact our customer service advisors as soon as possible to cancel or to make changes to an order via info@borderlinethelabel.com. You can also reply to the order confirmation email/electronic receipt that you receive after placing your order. Further information on cancelling an order can be found in our “Exchange & return policy”.
For assistance, please contact our customer service advisors at info@borderlinethelabel.com.
In case an item is sold out you can contact us at info@borderlinethelabel.com, we will inform you if we can fulfill the item specifically for you depending on the limit of availability or if it’s not possible. We can also inform you when the item is in stock again.
PRODUCT INFORMATION:
You can refer to BORDERLINE THE LABEL’s size chart located on every product page or you can find it in the footer at the end of our website page.
You can refer to the sizing chart that BORDERLINE THE LABEL features on every product page or you can locate it in the footer at the end of our website page.
Within the size chart there is an appendage called “BORDERLINE’s CUSTOM SIZING”, it will guide you to find your most desired fit.
As accurate as we can make them, please be aware that the color settings can vary depending on your computer monitor, mobile device, or tablet. We always make our best effort to display colors as accurately as possible.
BORDELINE THE LABEL believes it has two crucial reasons to position itself as pre-orders.
Firstly, as a brand we internally recognize the importance of fashion in the world, and how it can be inspirational, but it can also affect our environment in a damaging way. Part of our ethos is to take sustainability pretty seriously; with that said, the brand holds itself to a responsibility; to effectively being circular and remain in society for as long as possible, in the most valuable form.
Therefore, we believe there is waste in creating stock as opposed to order and then fulfillment.
Our secondary reason is it holds great importance to us that your items fit you in your most desired feel and look, thus giving you a customizable element in some products.
BORDERLINE THE LABEL SERVICES:
For any inquiries related to products, online orders, returns, repairs, exchanges and wholesales or any business inquiries please contact us via email at info@borderlinethelabel.com. Kindly note that we are available Sunday -Thursday from 9 AM – 5 PM, excluding holidays.
You can subscribe to our newsletter and follow BORDERLINE THE LABEL on social media platforms.
Kindly email us with your inquiry at info@borderlinethelabel.com.
EXCHANGE & RETURNS:
All items purchased online can be returned within 14 days since day of purchase. You can contact info@borderlinethelabel.com and they will tend to your request.
In case of customer dissatisfaction, refunds or exchanges are handled through email info@borderlinethelabel.com.
You can return your order within 14 days from the date of receipt (purchase). The returned product is accepted under the following conditions:
- Proof of purchase
- Items in perfect conditions (Ticketed & unused)
- Original packaging
If your returns do not meet the conditions above, we have the right to refuse the refund.
If your product falls under the following it cannot be warranted for a return:
- Body suits due to hygiene matters.
- Customized and // or personalized items.
Please note that any items purchased during our end of season sale or have any promotional pricing are non-refundable.
For further information please refer to our “Exchange & Return Policy” or contact us at info@borderlinethelabel.com.
All exchange and shipping fees are non-refundable.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.And in accordance to approval please allow between 12-14 working days for the refunded amount to be sent back or to appear in your account.
CARE & REPAIR:
We provide a 14 days period prior to receiving the package where your piece will be exchanged and shipping for this service will be free of charge
If your BORDERLINE THE LABEL product requires maintenance kindly email our customer service team at info@borderlinethelabel.com. Our specialists will be happy to guide you through sending in your item for repair.
Please refer to our “care instruction” on the product page for further details. You can also refer back to the care instructions card inserted with every product.
Losses of hardware and or any additional item part of the product shall not be bared by BORDERLINE THE LABEL. Scratches and abrasions, and the fading which occurs in the areas of greatest wear, should not be considered defects but assets, fundamental aspects of authentic fabrics. Elements such as oils, make up, perfumes, creams and // or sanitizers applied to fabrics can compromise its natural beauty and performance capabilities; therefore, they shall not be considered defects.
For further information about repair, please refer to our repair policy or contact us at info@borderlinethelabel.com.
PAYMENT METHODS:
FOR THE MEANTIME, BORDERLINE THE LABEL ONLY ACCEPTS CASH ON DELIVERY (COD).
We will be updating our payment methods soon, thank you for your understanding.
SHIPPING & DELIVERY:
All shipping charges incurred at the time of purchase, refund or exchange are non-refundable.
We shall do our best to dispatch the product to you as soon as possible after you place your order and in accordance with the delivery option you have selected when placing your order.
Every order is intricately handmade and packed especially for you in our design house and studio in Cairo. With that kind understanding, pieces may take an average between 14 days to a month for expected delivery.
If we are unable to dispatch the product within that time frame, we will email to let you know and to give you a new estimated delivery date. In these circumstances you have the right to cancel the order and receive a full refund.
Electronic Receipts will be emailed to you within one hour of your purchase.
Please contact our customer service at info@borderlinethelabel.com, stating your order number and we will help you as soon as possible.