Frequently Asked Questions

Product Search & Ordering

How can I search for products in the shop?

You can find products in the shop in several ways. For clothing, you can go directly to the shop section on the main page, select the desired area from the menu, or use the search function. You can search by product name, brand, category, or keywords such as color, shape, etc. Additionally, you can use categories and filters to find suitable products more quickly. Cosmetics can be found on the main page under "Unlabelled by Le Jour", via the menu, or also using the search function. "Unlabelled World" leads you to books and the magazine section.

How do I add products to my cart?

On the respective product page, select the size or variant – if required – and click "Add to Cart". The item will be added to your cart, where it can be reviewed or removed at any time. Additionally, you can also add products to your favorites to view or order them later.

Can I order multiple products at once?

Yes, you can add multiple products to your cart at once and order them together. The maximum order value is €500 per order.

Customer Account

Do I need to create a customer account?

A customer account is not mandatory, but it is recommended. With a customer account, you can view your orders, save delivery addresses, and track your order status.

What are the registration options?

You can either create a customer account with an email address and password or log in directly to the shop – a phone number is required for this.

What are the advantages of a customer account?

Order overview, easier returns processing, saved data, and faster future orders.

Ordering Process

What is the ordering process?

Select products and add them to the cart → Go to checkout → Enter address and contact details → Select payment method → Check shipping and insurance costs → Finalize the binding order. All costs will be displayed fully and transparently before payment is completed.

Payment

What payment methods are available?

The available payment methods are displayed at checkout and may vary depending on the order (e.g., credit card, instant transfer, or online payment services).

When is a payment considered received?

A payment is only considered received when the amount has been credited to our account. The day you pay is not the same as the payment receipt day.

How long does it take for a payment to be received?

Depending on the payment method, it can take up to 5 business days for the payment to be received.

Shipping Costs & Shipping Insurance

How much does shipping cost?

Shipping costs are usually €9.90 and may vary depending on the weight of the order. The exact costs will be displayed at checkout before the order is paid.

Is shipping insured?

Yes, we explicitly ship orders insured. The costs for insured shipping are visible at checkout.

Can I remove shipping insurance?

Yes, shipping insurance can be removed. This is not recommended. For uninsured shipping, we assume no liability for loss, damage, or other problems during transport.

Who bears the costs for shipping and insurance?

The costs for shipping and shipping insurance are fully borne by the customer.

Shipping & Delivery

When will my order be shipped?

Shipping only takes place after payment has been received in our account. Only then will the goods be prepared for packaging and shipping.

How long does delivery take?

Delivery time is generally up to 14 business days from receipt of payment. Depending on the brand, product, or supply chain, delivery time may be shorter or longer.

Where can I find exact delivery times?

More detailed information on delivery times can be found in the delivery conditions, where delivery times are specified by brand and manufacturer.

What does "business days" mean?

Business days are Monday to Friday. Saturdays, Sundays, and public holidays are not considered business days.

On which days are no orders processed?

On December 29th, 30th, and 31st, no orders are processed and no shipments are sent.

Which public holidays apply?

Austrian public holidays apply, as well as public holidays in the country of delivery, as these can lead to delivery delays.

Shipping Area

To which countries do you deliver?

Currently, we only deliver within Austria. Deliveries to other EU countries are planned for this year and will be published as soon as they are available.

Tracking & Damages

Will I receive tracking information?

Yes, after shipping, you will receive a shipping confirmation with tracking information.

What to do if goods are damaged?

Please contact us immediately upon receipt of delivery and send photos of the packaging and the goods. The relevant time is the time confirmed as delivered by the shipping service provider.

Cancellation & Processing

Can I cancel my order?

Yes, an order can be cancelled free of charge within a maximum of 24 hours after order completion.

What happens after 24 hours?

After a maximum of 24 hours, cancellation is no longer possible, as the order is already in the processing stage and cannot be stopped.

Delivery & Responsibility

To which address will the delivery be made?

The goods will be delivered to the address provided during the order.

Who is responsible for correct information?

The customer is responsible for providing correct name, address, and contact details. This information is not checked by us.

What happens if the information is incorrect?

If the information is incorrect or incomplete, delivery cannot take place. We assume no responsibility for this.

Refusal of Acceptance & Returns

What happens if acceptance of the goods is refused?

If acceptance is refused, return costs will be incurred, which must be borne by the customer.

How should a return be made correctly?

Please do not refuse acceptance of the goods. After receiving the delivery, you can initiate the return in your customer account. You will then receive a pre-paid, insured return label from us. Return costs, shipping costs, and insurance costs will be deducted from the refund. The remaining amount will be refunded.

Example (for explanation only, not binding): Goods value €50 / Shipping €9.90 / Insurance €2.20 / Return incl. insurance €8.90 → Refund: €50 – €8.90. Payment within 14 days of receipt of returned goods.

What do return costs depend on?

Return costs depend on the weight and volume of the order. Generally, the customer bears the return costs.

When do we cover the return costs?

If the goods arrive damaged and are reported immediately upon receipt, in case of wrongly delivered goods, or in case of significant delivery delay compared to the delivery conditions. Please note: All time indications apply to business days (Monday to Friday). Saturdays, Sundays, Austrian public holidays, and public holidays in the country of delivery are not considered business days. On December 29th, 30th, and 31st, we do not process or ship orders.

Legal & Data Protection

Where can I find the General Terms and Conditions and Privacy Policy?

You can find these at any time in the footer of the shop.

Is my data protected?

Yes, your data is processed and protected in accordance with applicable data protection regulations.