Frequently Asked Questions

  • Contact Us

If you have any questions regarding our products or your order, please don’t hesitate to contact us:

via email:

or call us at:

 

We will get back to you as soon as possible.

  • Orders

To place your order online, visit our website and choose which product you are interested in buying. 

You may also want to consider purchasing an additional unit for a friend or a family member. In this case we have bundle deals – The more units you buy means the more you save! Once you have selected the products you would like to purchase, proceed to the checkout.

During the checkout process, you choose your preferred payment method, fill out your payment details, enter your delivery address, and any other details where needed.

Once the order has been placed, you should receive a confirmation email within 24 hours. For any further information please contact us.

We try to process each order as soon as the order is placed, thus the timeframe to cancel the order is short. The order can only be cancelled if it hasn’t been processed at our logistics center. 

If your order has been shipped, you can choose to return the product within 30 days of receiving it. If you have any other concerns, please do not hesitate to contact us. 

After an order is successfully placed, an order confirmation email will be sent to the email you provided within an hour. If you have not received an order confirmation email, please check your spam folder. Sometimes an email address can be mistakenly typed in, if you don’t receive your order confirmation email within 24 hours, contact us immediately.

Please provide the following details that you used during checkout when contacting us:

  • Full name
  • Email address provided
  • Shipping address
  • Screenshot/picture of your payment confirmation

If you have received the wrong product, please contact our Customer Support Team and provide the following information: 

  • Your order ID
  • An image of the incorrect item you received.

Our team will do our best to send you a replacement as soon as possible!

If you think that you have received a defective product, check out the user guide first to make sure that the device was set up correctly.

After ensuring that the product is damaged or defective, please contact our customer support team with the following information:

  • Your order ID
  • The issue you are currently encountering with the product
  • An image or a video of the defective item you received
  • An image of the shipping label on your package

One of our customer support agents will assist you as soon as possible.

If you have received the wrong quantity of products, please contact our Customer Support Team and provide the following information:

  • Your order ID
  • What product are you missing
  • An image of the items you received
  • An image of the shipping label on your package

One of our customer support agents will assist you as soon as possible.

We offer a 30-day return guarantee on all orders. If you are not 100% satisfied with your purchase, you can contact our Customer Support Team to proceed with the return process, terms and conditions applied. 

For you to be eligible for returning the product, you need to contact our Customer Support Team within 30 days of receiving the product.

  • Payments

We always strive to provide our customers with local payment options.

Below are the current payment methods we accept:

  • PayPal
  • VISA
  • MasterCard
  • American Express
  • Discover
  • BlueSnap

If one of your preferred payment options is missing, please let us know by contacting us through email and we will look into adding it as an option.

During the checkout process, you choose your preferred payment method, fill out your payment details, enter your delivery address, and any other details where needed.

Once the order has been placed, you should receive a confirmation email within 24 hours. For any further information please contact us.

We accept currencies of the countries we ship to. We currently ship to Germany, France, United States of America, and United Kingdom. 

Please note that the currency we charge you in is indicated on the checkout page. There may be additional charges or fees from your bank for the currency conversion if your bank account is in a different currency.

Yes! When you make a purchase online on our website, we always safeguard your payment data. That’s why there is an image of a padlock next to the domain address.

In order to do that, we always use an SSL Certificate. There are two easy methods of determining whether a website has SSL certification. First, an icon of a locked padlock should be present in the URL bar at the top of your web browser. Second, another method of identifying a website with an SSL Certification is the domain name:

  • Secure websites begin with https:
  • Unsecured websites begin with http://

An SSL (secure sockets layer) is an encryption method that all online retailers who deal with credit or debit card details must have. An SSL encryption stops hackers from accessing your personal or financial information, ensuring your details are secure and safe.

The padlock icon means that the site is using encrypted communications to secure any information you submit to it. The “s” in “https” also means that communications between the website and your computer or mobile are secure and encrypted. You should only buy from sites with “https” on their check-out page.

We suggest you use a different payment method and try again. If this issue persists, please contact your bank.

  • Delivery

An automatic shipping confirmation email will be sent to you as soon as your order has been shipped. This will include all shipping information needed for tracking your order. 

We try our best to ship your order within 1-2 business days after you have placed the order. However, sometimes processing and preparing for shipping might take longer, especially during the weekends, holidays, unexpected busy periods.

The delivery time also depends on your destination country. Shipping to the US, Canada, France and Germany would take around 10-20 business days. Shipping to the UK would take 5-8 business days.

Once your order has shipped you will receive an email with your tracking details. Please note that it can take up to 48 hours for the tracking number to show activity.

We try our best to ship your order within 1-2 business days after you have placed the order. However, sometimes processing and preparing for shipping might take longer, especially during the weekends, holidays, unexpected busy periods.

The delivery time also depends on your destination country. Shipping to the US, Canada, France and Germany would take around 10-20 business days. Shipping to the UK would take 5-8 business days.

Once your order has shipped you will receive an email with your tracking details. Please note that it can take up to 48 hours for the tracking number to show activity.

Depending on the situation, sometimes possible delays that are out of our control could occur. Please be patient for your package if this situation occurs, if you have further questions, our customer support team is always available to assist you.

If you haven’t received your tracking number within 2 business days after placing your order, please reach out to our Customer Service Team.

Please keep in mind that the expected shipping timeframes are:

  • 10 to 20 business days for US, Canada, and Germany shipments
  • 5 to 8 business days for UK shipments

If the status on the tracking page shows “awaiting item” from a shipping courier, that means the package has been shipped out from our fulfillment center. The status “awaiting item” will change once the shipping partner has received and scanned the package, which means it will be arriving soon!

If the status does not update from “awaiting item” for more than 10 days, please reach out to our customer support team and we will contact our shipping partner to see what is causing the delay. 

Due to issues that are out of our control, different types of events could occur during the delivery. Below are the most common events that could happen to your order, please note that the listed events are including but not limited to: 

  • Shipping courier awaiting item from our warehouse, a delay in this process could be a handling error on the couriers’ side. 
  • Package is delayed being affected by external factors such as (shipment flight delay/COVID-19 pandemic complications/high package volume during holidays season)

If you wish to change your address, please contact us as soon as possible via phone or email support. Changes can only be made if your order has not yet been processed at our logistics center. 

As part of our satisfaction guarantee, we aim to fulfill and ship your order as soon as possible! Once your order has been processed, we won’t be able to make any modifications. 

If you have entered the wrong address and it is too late to change your address, please contact our customer support team for us to further assist you.  

In case your order is classified as undelivered and returned to us, please contact the respective courier first and make sure to have a proof of contact with the courier to provide us. Proof of contact include: screenshot of email or chat conversation with the courier clearly addressing the issue. Please reach out to our Customer Service Team through email, call, or live chat. We will try to rearrange the shipment with the courier and try to deliver the product to you as soon as possible.

  • Returns & Refunds

You may return your order within 30 business days from the day you receive your order (if you comply with our returns policy). If your return request exceeds 30 business days since you’ve received your order, we are sorry but we can no longer offer you a refund or replacement.

  • Please first contact our Customer Service Team regarding your request – Product must be returned to the return facility address provided by our Customer Service Team. 
  • Product must be in new condition, unused/unworn and in its original packaging. 
  • Product packaging must be intact and returned to us in an appropriate shipping container. 
  • Non-returnable items: Some products for reasons of health protection, sanitary and hygiene are not eligible for a return if the product has been opened or tried out (unless they are faulty). Only new, unused/unworn items in their original packaging are qualified for a return.                      
  • Please remember that the shipping cost must be covered by you.
  • After receiving the returned item, we will process the refund back to your original payment method. Please note that a restocking fee and the original shipping cost is deducted from the refund amount.

For more information, please visit our Terms & Conditions and Returns & Refunds.

All products must be returned to the return facility address provided by our Customer Service Team, otherwise we might not be able to process your return request.

Once your return is received and inspected, we will process your refund typically within 2-5 business days. 

  • Once the refund has been processed, we will also notify you by email. Please do not forget to check your SPAM folder. 
  • Refunds will be issued back to your original form of payment that was used when placing your order.
  • The time of processing may vary depending on the payment method. This time generally takes up to 5 working days.
  • Refunds are processed in the same currency as the original order. Possible differences for the refunded amount may depend on the currency exchange rate at the time the refund is processed and will not be refunded.

You will be responsible for paying for your own shipping costs for returning your item(s). We advise you to return it in the same package you received it in. You should consider using a trackable shipping service or to purchase shipping insurance. We don’t guarantee that we will receive your returned item.

For more information, please visit our Terms & Conditions and Returns & Refunds.

  • Warranty

The warranty you’ve purchased covers any manufacturing defects for a specific timeframe. Please be informed that defective products are eligible for replacement, not a refund. 

For further information, please contact our Customer Service Team via email and provide a picture and details of your defective product that needs to be replaced. 

For warranty claims, please contact our Customer Service Team via email or phone support. A Customer Service representative will be able to assist you and start the process for your claim. Please provide the following information to claim your warranty:

1.       Your order ID

2.       Your product and reason for claiming warranty

Label Products B.V., Steenovenweg 5, 5708 HN Helmond, The Netherlands

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