WHAT PAYMENT METHODS DO YOU ACCEPT?
We currently accept Credit Card and AfterPay payments. We are working on bringing you more new and accessible payment methods in the future.
WHAT ARE YOUR SHIPPING COSTS AND DELIVERY TIMES?
Please see Shipping & Deliveries.
HOW LONG DOES IT TAKE TO SHIP MY ORDER AFTER I’VE RECEIVED CONFIRMATION?
For all orders placed before 2pm, we will ship on the same day. For all orders placed after 2pm, on a weekend or on a public holiday, your order will be shipped on the following business day.
CAN I TRACK MY PACKAGE?
Yes! Once your order has left our warehouse, you will receive a tracking number via email. You will also receive tracking notifications via email from Shippit.
I’M AN INTERNATIONAL CUSTOMER, DO I HAVE TO PAY DUTY CHARGES OR IMPORT TAX ON INTERNATIONAL ORDERS?
Payment and knowledge of taxes and duties that may apply to your purchase are your responsibility and Old Flame Label cannot be held responsible for any additional charges.
CAN I CHANGE OR CANCEL MY ORDER AFTER I’VE PLACED IT?
We cannot edit or cancel any orders that have already been processed or shipped.
IS OLD FLAME LABEL RESPONSIBLE FOR LOST PACKAGES?
If your package is lost in transit, we will do everything we possibly can to assist you. Old Flame Label is not responsible for packages once proof of delivery is generated. Once the carriers have received the package, we cannot be responsible for delivered items that have been lost or stolen.
AN ITEM I WANT IS OUT OF STOCK, WILL YOU BE RE-STOCKING?
We are working on a no dead-stock model, so some of our releases are limited edition and will not be restocked. However, we will restock some of our best sellers and core range.
If you missed out on a product, or something in your size - head to the product page of the item you missed and click ‘NOTIFY ME’ for restock notifications! You’ll be the first to know if or when we will restock.
CAN I RETURN AN ITEM?
Yes! Please see our Returns policy.
WHAT IF AN ITEM I PURCHASE IS DEFECTIVE OR INCORRECT?
First of all - We are so sorry for the inconvenience! Please email us at email@example.com with your order number and photos of the faulty garment. We will get back to you as soon as possible to organise a return, exchange or full refund.
However, please ensure that the garment has not been worn, and that the original tags are still in place.
DO YOU OFFER EXCHANGES FOR DIFFERENT SIZES OR GARMENTS?
Yes! We would be happy to exchange your item for another size or colour.
However, some of our styles are limited release, so we may not have the item you would like in stock. In this circumstance, your return will be processed as a store credit.
Please see our Returns for more information.
DO YOU OFFER REFUNDS OR EXCHANGES ON SALE ITEMS?
No, sale items are final and we do not offer exchanges or refunds unless they are faulty.
HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
Although we process our orders quickly, it can sometimes take up to 14 business days for a returned item to reach our warehouse. Once we’ve received your return, we strive to process it within 2 business days.
If you have shipped your return, please note your tracking details to keep track of it. We are not responsible for returns that are lost in the postal service.
You can email customer service at firstname.lastname@example.org if you need further assistance.
CAN DISCOUNT CODES BE USED ON SALE PRODUCTS OR DURING PROMOTIONAL PERIODS?
Unfortunately, no, sale items are final and discount codes are not valid for already reduced items, or sale/promotional periods.
CAN I APPLY MY 10% DISCOUNT CODE AFTER MY ORDER IS PROCESSED?
Unfortunately, no, once your order has been processed we cannot alter the price to a discounted price. However, if your code isn’t working before checkout, please email us at email@example.com and we would be happy to rectify this for you.
HOW DO I UNSUBSCRIBE FROM RECEIVING EMAILS?
If at any time you would like to unsubscribe from receiving emails from Old Flame Label, please see the ‘Unsubscribe’ link at the bottom of each email.