Frequently Asked Questions
Frequently Asked Questions
  • HOW DO I MAKE A PURCHASE

    • Making a purchase is easy. Wherever you see a product you can shop it: simply select your size and click ‘Add to Bag’. Your chosen item will appear in your shopping bag on the top right of the screen; as you continue to shop or browse the site you can hover over or click on the bag to see its contents in the ‘mini bag’ at any time. When you’re ready to place your order, select Proceed to Checkout from the mini bag and follow the straightforward prompts to complete our one-step checkout process. If you have any problems, please contact customer care at customercare@the-private-label.com, or +971 52 572 0619 from 9AM- 6PM GST

  • AM I ABLE TO TRACK MY ORDER

    • Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email us on customercare@the-private-label.com and we will track the order on your behalf. If you place an order and choose our same-day shipping service, you will receive a text notifying you of the status of your order.

  • CAN I EXCHANGE MY ORDER

    • If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. You can also choose to receive your refund as credit, which will enable you to purchase a replacement item quickly and seamlessly.

  • HOW DO I RETURN AN ITEM

    • You have up to 14 days to return an item

      For orders shipped to the US, Canada, Australia, China, Hong Kong, Japan, Macau, Singapore, South Korea and Taiwan during our sale season, products marked Extra 20% Off cannot be returned or exchanged.

      For full details on the returns process, see our Returns page here

  • CAN I ORDER BY TELEPHONE

    • Unfortunately, at this stage we are unable to offer this service, however it would be our pleasure to guide you through the steps on how to place an order when you speak to a member of our Personal Service team. Contact information here

  • WHEN WILL I RECEIVE MY ORDER

    • Orders shipped using our delivery partner, DHL, are delivered Sunday to Thursday between 9am and 5pm. For security reasons, all orders must be signed for upon delivery. If you live in UAE your order will be sent with DHL and arrive with you the next day between 9am and 6pm .

  • HOW WILL I KNOW IF YOU RECEIVED MY ORDER

    • After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit-card details have been approved, the delivery address has been verified and the items located will your order be accepted and the items shipped. At this point you will receive a second email from us confirming your order. If any of the items you have ordered are unavailable from our warehouse, you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.

  • IN WHAT PACKAGING WILL MY GOODS BE DELIVERED

    • THE-PRIVATE-LABEL delivers all our orders in our branded packaging designed to delight you and to protect your purchase in the best way possible.

      Our chic THE-PRIVATE-LABEL packaging is also suitable for gifting – the person receiving a gift from THE-PRIVATE-LABEL will be absolutely thrilled.

  • DO I HAVE TO PAY DUTY AND IMPORT CHARGES

    • From 1 July 2018, 10% goods and service tax (GST) will be levied by the Australian government on orders under AUD $1,000. For a limited time, we are pleased to pay this on your behalf.

      For all shipping destinations, duty is clearly itemised in your shopping bag and throughout the checkout process. Customers can opt out of paying duty by unticking the 'Pre-pay your duty and tax' box at checkout. If you opt out of paying duty up front, it is your responsibility to pay any applicable charges on delivery.

      If you decide to opt out, the shipping company will contact you by telephone once your items are in customs to let you know the cost. This may delay your delivery time as goods held at customs will be your responsibility to pay the necessary charges for local authorities to release the goods. Please be aware that if you don't choose to pay the import taxes we reserve the right to charge any additional costs incurred by The-Private-Label to you.

      Delivery outside of the EU and to the above listed countries may be subject to local import taxes, which are your responsibility where they apply.Please note, duty is applied as a flat-rate percentage of total item value for all products. If you believe that you have been overcharged for duty please contact Customer Care on +971 52 572 0619 or email customercare@the-private-label.com and we will be happy to investigate the position and refund any difference as appropriate.

      If you are shipping to the US, Customs Duty has been pre-paid for you by The-Private-Label with no additional charges on delivery. Local sales tax will be charged on all orders at checkout in selected states where applicable. It is your responsibility as the customer to report any purchases of tangible personal property that have not been taxed by The-Private-Label and pay use tax on those purchases unless exempt under local State law.

  • HOW DO I FIND A SPECIFIC ITEM

    • If you know exactly what you are looking for, you can search our online store by product category under the Shop menu, or by designer under the Designers menu. Once you have selected your desired category or designer, you can filter the listings further using the options on the left of the page. Throughout the site there is also a search function in the top right-hand corner, which can be used to look for products using keywords or a web code, if you know it.

  • HOW DO I KNOW IF AN ITEM IS IN STOCK

    • Most items shown are in stock. When you roll over a product, you can immediately see its size availability. If a size is greyed out in the rollover, or marked as sold out in the drop-down on the product page, this means the item is out of stock in that size. Items that are not yet in stock may be marked Coming Soon: add these items to your wishlist and you will receive an email when they land. Alternatively, you can inform us of your interest by contacting Customer Care on our whatsapp +971 52 572 0619 — available 24 hours a day, seven days a week. Please note that even if a product is in your shopping bag, it isn’t reserved, and will be available to other customers while you are browsing

  • WILL THE-PRIVATE-LABEL HAVE SEASONAL SALES

    • At THE-PRIVATE-LABEL we hold a seasonal sale twice each year. Find the sale by clicking on Sale in the top navigation. Also, owing to the exclusive nature of our stock, we cannot guarantee that an item will still be available for purchase later in the season

  • IS MY PERSONAL INFORMATION KEPT PRIVATE

    • Please be assured that we consider all of the information you share with us to be totally private and confidential. At no point will we share, rent or sell your personal information without your consent. For further details, please read the THE-PRIVATE-LABEL terms and conditions statement. In order to register as a user of THE-PRIVATE-LABEL, we ask you to provide us with your name, mailing address and email address. We may use these details to inform you of new goods and services via email. If you do not wish to receive such emails, please update your account preferences by clicking on 'My Account' and 'Manage Preferences'. In order to process credit-card orders online we require additional information including your billing address, shipping address, telephone number, credit-card number and credit-card expiration date. We will only use your billing and credit-card information to process your order and inform you of its delivery. Please note that THE-PRIVATE-LABEL does not keep any of your details on the THE-PRIVATE-LABEL website, and therefore these details are protected from any breach of security on the THE-PRIVATE-LABEL website. Navigational information is used only for internal purposes to enhance the customer-shopping experience and site usability, and will not be shared with any outside parties.

  • HOW DO I KEEP MY ACCOUNT SAFE

    • In order to keep your THE-PRIVATE-LABEL account safe, we recommend you follow the simple steps below.

      • When setting your password, it must be at least 6 characters and contain at least one uppercase letter and a number. The longer your password is, the more secure it is
      • Use a unique password on THE-PRIVATE-LABEL. Using a unique password will ensure that if your password is disclosed on another website, it cannot be used on THE-PRIVATE-LABEL.
      • Do not use the same password for your email accounts as you do on sites like THE-PRIVATE-LABEL.
      • Change your password periodically. While we do not require users to change passwords after a period of time, it is recommended to update your password periodically.
      • Change your password if you suspect that any of your accounts you use online on any website has been compromised.
  • WHY HAS MY ACCOUNT BEEN LOCKED

    • To protect your account, if you do not log in to your THE-PRIVATE-LABEL account for one year, or if there are 10 failed log-in attempts, it will be locked. When you next try to log in, you will see a message informing you that your account has been locked and giving you simple instructions on how to unlock it. You can unlock your account by using the 'forgotten password' facility.