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SHOP THE PROPER WAY PROPERGATE SHIPPING & RETURNS
FAQ
How will I know if you received my order?
When you place an order on theproperlabel.us, an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, contact a team member and we will send you the order details.
I've added the incorrect shipping address, how do I change it ?
You must contact a team member to change your shipping address. The shipping address can only be changed before the order has shipped. Unfortunately, you cannot update your shipping address yourself after the order has been placed.
From where do you ship ?
All orders placed are shipped from our US warehouse in New Jersey.
How do I track my order ?
As soon as your order has been processed you will receive a confirmation email to the email address provided at checkout. You will receive a second email once your order has shipped which will include a tracking number. You can click on the tracking number on this e-mail to view your shipment's progress. You can also easily follow your order on its way to you by entering your tracking number on https://theproperlabel.aftership.com/ or at the courier’s website.
How many days does it take for my order to arrive?
Shipping usually takes between 1-3 business days for US and Canada deliveries, but may take up to 5 days for International destinations. The estimated delivery time is depending on when the order was placed and the country.
How do I collect my order ?
All US orders are shipped with USPS Priority. All international orders are shipped with Fedex International Priority and require a signature upon delivery. Fedex & USPS usually operates between 9 am – 6 pm on business days. You will be informed when the package is ready for delivery.
Is my package covered?
All items are covered up to a value of $100 for damages or loss in transit from the proper label warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered. Please note that coverage is not insurance.
When will I receive my order?
As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number. The regular processing time is between 1-3 business days. For International shipping, you should have your order within 5 business days from placing the order. The estimated delivery time is depending on the country.
When will my order be shipped?
Your order will be fulfilled within one to three business days, subject to card clearance and stock availability. However, we do aim to ship every order within 24 hours during business days. Our warehouses operate Monday to Friday.
Where does TPL deliver?
We currently deliver to US and Canada, Europe, Asia and Africa. At the checkout you will be able to choose your shipping country.
Can I ship my order to another country?
You can ship your order to another country by choosing that country as shipping country on our website. You can still fill out your billing address in your current country.
To which countries do you ship DDP?
We ship Delivery Duty Paid (DDP) to all countries within EU, Switzerland, Norway, United States, South Korea, Japan, China, Australia and Hong Kong.
How much duty and tax will I have to pay?
Unfortunately, we cannot estimate how much duties you will pay if we do not ship DDP to your country. If your order is shipped Delivery Duty Paid (DDP) you will not have to pay any duties, but if the order is shipped DDU (delivery duties unpaid) your local customs should be able to estimate the price. Kindly note that for orders in the US we are obligated to collect state sales tax.
Can I ship my order to a post office box, APO, or FPO address?
Unfortunately, we cannot ship to P.O. boxes, APO, FPO or freight forwarding addresses.
How much do I pay for shipping?
We offer free standard shipping on order of up to $250 in US & Canada. The delivery costs for other delivery services are $15 for US, $20 for Canada, from $35 for Europe, from $50 for Asia & Africa.
I received my order but one or several items are missing?
If you have received a shipping confirmation email from us, it will specify which items were included in that shipment. If we are not able to fulfill all of your items from the warehouse location, we might do a split shipment where the remaining items will be shipped separately. In each shipping confirmation, the items included in the parcel will be stated, so if some items are missing they will be shipped separately if nothing else has been communicated. Please reach out to us in case you are still uncertain of where your items are.
What payment methods does TPL accept?
All payments go through PayPal platform. You can make payments as a guest and do not need to have an account. At checkout you will be redirected to Paypal where you can add you credit card details or use your Paypal account.
Is it safe to use my credit card online at TPL?
Your personal online security is very important to us. To help ensure your shopping experience is safe, simple and secure we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. To ensure your information is kept private, we do not process or store any payment information in our database.
In which currency will my purchase be made?
We charge in different currencies in different countries. Most countries are charged in local currency while some countries are charged in either USD or Euro. In the country selection list online, you will see what currency you will be charged in for that specific country.
When will I be charged?
When you place an order with us, we will capture the funds immediately.
Can I save my card details?
If you place an order with us, you can choose if you want to store your credit card details. The payment details are stored only by our payment service provider and we will not be able to see the details, they are fully encrypted. We recommend storing card details if you want a smoother checkout the next time you order with us.
Why was my credit/debit card declined at checkout?
If your order attempt was declined, this can often be due to your bank. We suggest that you contact your bank or card-issuing company to ask if they have any kind of block on your card. If you receive another error message, please contact our customer care team and we will do our best to assist you.
What size should I order?
Under each item online you will find a general size guide. For most items, you will also find the garment measurements for that specific item under the size guide button. Click on “size guide” in the menu and then “garment measurements” to find the actual measurements - these can help you in order to choose the correct size. We welcome you to contact our customer care team for specific sizing advice as well.
If an item is out of stock, how can I be notified?
If the item/s you are looking for is completely out of stock you can contact us and we will do our best to assist you. If your size is sold out, you can sign up to be "notified". when we get a re-stock. If you reach out to us, we will be able to tell you when and if we expect a re-stock or if any resellers could carry the item in stock.
Will there be any additional costs to my order?
Charges may be added by your local customs.
Can I claim a tex refund on a purchase made online?
Unfortunately, we currently do not offer tax refunds online.
How do I return or exchange an item?
Please do not send anything back to us without our knowledge and confirmation. We offer full refunds or exchanges into a different size if an unwanted item is shipped/postmarked within 14 days from when it was delivered to you. In order to receive a full refund, the item must be returned in its original condition with original labels and packaging. When returning an item, please go to https://theproperlabel.myreturnscenter.com/ and follow the instructions. As soon as your return is registered you will receive an email confirmation. Refunds for returned merchandise will be made to the original purchaser’s form of payment within two weeks of the return.
How do I exchange an item?
Please do not send anything back to us without our knowledge and confirmation. Purchased items are exchangeable into different sizes. All exchanges are based on stock availability. If you want to return your item for an exchange into a different size, please go to https://theproperlabel.myreturnscenter.com/ and state which size you prefer instead. You are responsible for the cost of shipping.
I have received a faulty product, what should I do?
We will help you manage the shipment back to us, and make sure a new item is sent to you. Since we need to establish the details of the damage before we decide how to return the item, please do not send anything back to us without our knowledge and confirmation. Please visit our contact page for contact information.
Can I exchange for a more expensive product?
Items can exchanged into the same style in different size or color, or for either a less expensive items or a more expensive item. You will have to pay any additional charges if applicable.
I received an item from you as a gift. Can I return it?
If the gift was bought from us online, you can return it within 14 days upon delivery. We require the name of the person that bought the gift, and also that the item is in its original condition with all the tags still attached. (please see above Return & Exchange sections for guidance). If the items are returned for a refund, this can only be issued to the same form of payment as from where the purchase was made.
Is my package insured and do I need to sign for the package?
All orders sent from us are insured until you have received it. UPS require a signature upon delivery. However, if they cannot locate you on the given address, they are allowed to leave the package with a neighbor or similar. Therefore, we strongly advise you to track the order to make sure you are available at the shipping address at the delivery time
Will I be refunded for the full amount of my order?
When returning all items from your order, we will issue a full refund excluding the shipping cost.
When do I get my refund?
When we have received and processed your return, you will receive an email notification. Normally it takes 3-5 business days before you can see the refund back on your account, depending on your bank/credit card/form of payment.
How do I receive the latest information from TPL?
Sign up to our newsletter and we will send you the latest news.
How do I contact TPL customer team?
You can contact us by email, or live chat. Our email address is info@theproperlabel.us
How do I take care of my TPL product?
Under each item online you will find a care instruction. We strongly recommend following these instructions. We recommend contacting us for specific care information. You will also find care instructions online under The Proper Way.
I no longer want to receive TPL newsletters. How do I unsubscribe?
At the bottom of each newsletter you receive from us there is a link to unsubscribe.
How fast will I receive a reply to my inquiry?
We aim to answer all e-mails within 24 hours, but normally faster than that. Our opening hours are 9 a.m.- 6 p.m. CET and 9 a.m.-8p.m. EST during weekdays and 12 pm to 5 pm CET and 12 pm to 5 pm EST during weekends. Our live chat is available 24/7.
Will the collection be restocked?
We will add items to the web shop as soon as they are back in stock. If an item is sold out in your size, you can sign up to be notified once we have it in stock again. If you can’t find the item you are looking for online, you are more than welcome to reach out to us and we will assist you.
I can’t find a certain item in your web shop, is there any chance I may find it elsewhere??
The best way to get a hold of items that are not available in the web shop is to contact us, and we will be more than happy to try to help you source the item.
Can I change or update my order?
An order cannot be changed once the merchandise has been processed by our warehouse. Before our warehouse has started processing the order, we can update the size or color. Please contact us as soon as possible and make sure to have your order number available. Items may always be exchanged or returned within 14 days after you have received them.
Where is my order?
Once your order has been approved, you will receive an email confirmation with your shipping details and tracking number. Please go to https://theproperlabel.aftership.com/ for tracking and shipping status or simply follow the tracking number you received in the shipping confirmation email. Please note that it can take up to 24 hours before the courier updates the shipping information after you have received the shipping confirmation email from us.
Can I add items to my order?
Additional items must be handled as a separate order. If the first order has not already been processed at our logistical center, we might be able to combine the orders. In such case, the additional shipping charge will be refunded to the original purchaser’s credit card. To improve your chances of receiving all items in the same shipment, please let us know about your orders as soon as possible. Please contact us through the contact page.
What sizing do you use?
Our clothes are based on European/ German sizing. Also, our shoes follow the European sizing. If you want to compare our sizes to your regular size, please use our size chart that you find at each item.
Where can I find the measurements of the clothes?
For most items online, we have the exact garment measurements stated. Go to size guide/ garment measurements on the specific item you are interested in, and you’ll find the measurements for that specific item. If an item is missing garment measurements, please contact us as we are happy to provide them.
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