Returns & Exchange

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RETURN AND EXCHANGE

For local and international : At this moment, we do not accept any returns or exchanges because most of our products is made to order/customized. But if you have any concerns, please email us at eve.thelabel@gmail.com

 

FAULTY POLICY

Every product we send out is initially quality controlled, however if you have received a product with a manufacturing fault we will happily replace it or refund the cost as long as it has been returned within 5-7 days after you receive your package. Please note that wear and tear in the course of normal use is not considered a manufacturing fault.

All returns will be subject to inspection. Merchandise must be returned in original condition (unworn, unwashed, unaltered) with tags attached.  We are not responsible for packages that are lost during shipment.Returns received in worn condition cannot be accepted for exchange or return and will be sent back to you.

If you believe you have a faulty item, please e-mail eve.thelabel@gmail.com immediately for further instructions. When we receive the item, we will investigate the fault and contact you to agree the most appropriate resolution.(We will repair any faulty item or replace it with the same product, subject to availability. If neither option is possible, then a full refund will be given. Original shipping charges are non-refundable ).We reserve the right to deny or refuse full refund based on the returned condition.

Please note the following limitations:
Sale items, discounted items, swimwear,  lingerie  and Custom made orders are FINAL SALE!  They are NOT eligible for refund, exchange, or store credit. Shipping fees will not reimbursed for returned purchases.
  • Items must be returned within 7 days of purchase.
  • The following items are final sale, and cannot be returned:
  1. Special custom ordered items such as custom size, custom color and custom styles.
  2. Bodysuits
  3. Swimsuits
  4. Intimates / Lingerie
  5. Sale items
  6. Accessories

INCOMPLETE | INCORRECT ORDERS

In the event a product is delivered in damaged condition a full return or exchange will be processed.

If you have received an item in error, or are missing an item from your order, please contact customer service with the order confirmation number and the style code of the missing or incorrect items. Our team will review the information and correct delivery errors free of charge.

RETURN PROCESS FOR FAULTY / INCORRECT ITEM

Contact us at eve.thelabel@gmail.com to obtain a Return Merchandise Authorization (RMA) number within 10 days of shipment date. Returns will not be accepted without a RMA number.

We require a copy of the invoice to be included in return shipments to ensure accurate processing. Please note that Eve is not responsible for damage or lost to items returned during shipping.

RETURNING OR EXCHANGING:

( FOR FAULTY / INCORRECT / DAMAGED ITEMS ONLY )

  • Email us ateve.thelabel@gmail.com and enter the order number REPLACEMENT / FAULTY ITEM / INCORRECT  in the subject heading. In the email please list what you are returning or exchanging. Please also confirm the collection address and a contact number.
  • Parcels that are returned to us remain the customer’s responsibility and a refund will not be given until we have received them.
  •  We can accept refunds or exchanges within 30 days of delivery.

AVAILABILITY

We will endeavour to dispatch your order as quickly as possible. The items will be packaged securely and labelled clearly. If any item you have chosen is not available we aim to contact you through e-mail / text message  within 2  business days of receiving your order.

CANCELLATION

BY YOU:

  • If you need to change or cancel your order, please contact us immediately.  Once our warehouse has processed your order we cannot make any changes.
  • Custom-made/ Custom size / monogrammed pieces  cannot be cancelled, returned or exchanged.

BY US:

We reserve the right to cancel the contract between us if:

  • We have insufficient stock to deliver the goods you have ordered
  • We do not deliver to your area
  • One or more of the goods you ordered was listed at an incorrect price due to a typo-graphical error or an error in the pricing information received by us from our suppliers.
  • If we do cancel your contract we will notify you by e-mail and will re-credit to your account as possible but in any event within 7-14 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

REFUND

  • Eve does not offer refunds due to change of mind.We will only offer a refund if the item is faulty beyond repair or out of stock.
  • All sale items are final and cannot be refunded for any reason.
  • We will refund you the cost of your items in full if we receive your return within our return policy window. However, outside the Philippines, customs duties and sales taxes are non-refundable.
  • Refunds are issued in the original form of payment unless store credit is requested.
  • Once we receive your item, please allow 3-5 business days for your return to be processed at our showroom and then 5-14 business days for your bank to post the refund to your account.  We’ll send you an email when our team has processed your refund.