Shipping policy
TheActiveLabel-Shipping Policy
Thank You for Shopping with The Active Label.
Thank you for choosing The Active Label. We appreciate your support and are committed to delivering your order efficiently and with care. Please review our shipping policy below for all the details regarding processing, delivery, and support.
Order Processing & Delivery Timeframes
- Order Processing: All orders are processed and dispatched within 1–2 working days after your order is placed.
- Delivery Time: Once dispatched, orders typically arrive within 2–5 working days.
Please note: Weekends and UK bank holidays are not considered working days and are not included in processing or delivery timeframes.
Shipping Method & Costs
- Orders are shipped using a trusted courier service to ensure safe and timely delivery.
- Shipping costs will be clearly calculated and shown at checkout before you confirm your purchase.
- Once your order has been shipped, tracking details will be sent to you via email or SMS, based on the contact method you provided at checkout.
Delivery Delays
While we do our best to ensure timely delivery, occasional delays can occur due to factors outside of our control (e.g. high order volume, courier disruptions, severe weather).
If your order is delayed, we will notify you via email and keep you updated throughout. Your satisfaction is important to us, and we’ll always work to resolve any issues promptly.
International Shipping & Customs Policy
International Shipping
We ship clothing and fashion items internationally from the United Kingdom.
Delivery times are estimates only and may vary depending on destination country, customs clearance, and local courier services. Once an order has been dispatched, delivery is subject to customs and import procedures in the destination country.
2. Customs Duties, Import Fees & Handling Charges
International orders may be subject to:
Import duties , Customs clearance fees , Local taxes , Courier handling or administration charges
These charges are not included in the product price or shipping cost.
All customs duties, import fees, local taxes, and clearance or handling charges are the sole responsibility of the customer and must be paid directly to the courier or customs authority before delivery.
We have no control over these charges and are unable to estimate their cost.
3. Refusal to Pay Customs Charges
If a customer:
-Refuses to pay customs or import fees
-Fails to respond to customs or courier requests
-Causes the parcel to be returned to sender
Then the order will be treated as a refused delivery.
In these cases:
Original shipping fees are non-refundable
Any return shipping, customs return charges, or handling fees may be deducted from any refund
Refunds will only be processed once the item has been safely returned to us
4. Parcels Returned to Sender
If a parcel is returned due to:
-Unpaid customs or import charges
-Refused delivery
-incorrect or incomplete delivery information provided by the customer
Then:
Refunds will only be issued once the item is received back in our possession
Original outbound shipping fees are non-refundable
Return shipping and handling costs may be deducted from the refund
if a parcel is lost during the return process, refunds will only be processed after the courier has completed an investigation and confirmed liability or compensation.
5. Lost, Delayed or Held Parcels
International shipments may be delayed due to customs inspections, security checks, or courier processing.
We are not responsible for delays caused by customs authorities or local postal services.
If a parcel is officially confirmed lost by the courier:
-A refund or replacement will be issued only after loss has been confirmed
-Refunds will be processed once the courier investigation has concluded
Lost or Stolen Parcels
Once an order has been dispatched and marked as delivered by the courier to the address provided at checkout, responsibility for the parcel transfers to the customer.
We are not liable for parcels that are lost or stolen after confirmed delivery. This includes items left in communal areas, outside properties, with neighbours, or in any safe place or delivery location selected or authorised by the customer.
Customers are responsible for:
•Providing accurate delivery details
- Ensuring someone is available to receive the parcel where required
- Setting appropriate delivery instructions or a secure safe place if they will not be home
If a parcel is reported missing or stolen, we will assist by opening an investigation or claim with the courier where applicable. However, refunds or replacements cannot be guaranteed and will only be issued if the courier accepts liability and compensates us for the loss.
We strongly recommend selecting a secure delivery location to prevent theft, particularly at flats, shared buildings, or communal entrances.
6. Customer Responsibility & Agreement
By placing an international order, the customer confirms and agrees that:
-They are responsible for all customs duties, import fees, local taxes, and clearance charges
They understand that refusal to pay customs charges may result in delayed delivery, return of goods, or additional costs
-They accept that refunds are subject to return of goods and applicable deductions
Failure to comply with local import regulations does not entitle the customer to a full refund.
7. Contact
If you are unsure about customs charges or import rules in your country, we strongly recommend contacting your local customs office before placing an order.
For any questions regarding international shipping, please contact us before placing an order.
International Returns
For international returns, customers must ship the item back to us within 14 days. This timeframe allows sufficient time for the return shipment to reach us from abroad.
Customers are responsible for:
All return shipping costs
Any customs duties or taxes associated with returned items
We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.
Need Help?
If you have any questions about your order or need assistance, we’re here to help:
WhatsApp: +44 7544 103598
Email:Theactive.label@outlook.com
We’re grateful to have you as part of The Active Label community and will continue working hard to provide a smooth and reliable delivery experience.