Refund & Return Policy

This page explains how returns and refunds work when you shop with Namelabels.com (Namelabels, Inc.).

Returning because you changed your mind? The easiest way is to use the cancel button on My Account, or at the bottom of this page – see section 1.
Is there something wrong with the item (defective, damaged or wrongly delivered)? See section 5.

Contact us
Email: [email protected]
Return address: 651 N Broad St, Middletown, DE 19709, United States

1) RETURNS (WHEN YOU HAVE CHANGED YOUR MIND)

1.1 Return window
As a customer you may return most items within 30 days of receiving them. This does not apply to personalized products made to order, such as name labels, lunch boxes and bottles with custom design and name.

1.2 How to cancel or return – easiest via My Account
The quickest way is to use the cancel button on My Account:

1) Sign in to My Account (or see the bottom of this page)
2) Go to your orders and find the relevant order
3) Press “Cancel order” on the order
4) You’ll see an overview of the items you can cancel and the deadline – confirm there

You’ll receive a confirmation by email straight away.

Note: The cancel button only appears for items eligible for return. Personalized made-to-order products are not eligible and will therefore not have the button.

If you prefer email, you can instead send us a clear notification to [email protected] within the deadline. Include your name, order number and which items are affected. You may also use our standard order cancellation form: Order cancellation form

1.3 Shipping deadline for returns
Once you have notified us that you are returning the item, please ship it back without undue delay and no later than 14 days after the return was requested.

1.4 Condition of the item – you may inspect it
You may open and inspect the item as you would have done in a physical store.
If the item has been used more than necessary to establish its nature, features and functioning, we may deduct an amount for the reduction in value.

We recommend that the item is returned:
– clean and intact
– well packaged (preferably in the original packaging if you still have it, but this is not required)
– together with any accessories/labeling that came with it

1.5 How to return – step by step
1) Cancel or return via My Account (or by email) so we have your request on record
2) Pack the item securely
3) Send the return to:
Namelabels, Inc., 651 N Broad St, Middletown, DE 19709, United States
4) Keep your receipt/tracking number

You are responsible for the return shipment until it has been received by us. We recommend a tracked service, especially for higher-value items.

1.6 Return shipping costs
For returns you normally pay the cost of return shipping yourself, unless we have agreed something else in writing (for example a free-return campaign).

2) REFUNDS

2.1 What is refunded?
When the return is accepted, we will refund:
– the amount you paid for the item(s), and
– the cost of standard delivery.

If you chose a more expensive shipping option than standard, we will not refund the difference.

2.2 When will I get my money back?
We will refund you without undue delay and no later than 14 days after we received notice of your return request.
We may, however, withhold the refund until:
– we have received the item back, or
– you have provided evidence that the item has been shipped (e.g. receipt/tracking).

2.3 How is the refund issued?
Refunds are normally issued to the same payment method used for the purchase:

– Card (Visa/Mastercard/Amex): refunded to the same card
– Apple Pay: refunded to the card linked to Apple Pay
– Klarna invoice/installments: Klarna will update/adjust the invoice in line with their procedures.
If the invoice has not yet been paid, it will normally be credited/updated.
If you have already paid, Klarna will handle the repayment in line with their procedures.

Questions about Klarna: Klarna customer service

3) EXCHANGES
We are happy to help with an exchange if the item is in stock.
The fastest option is often to:
– return the item you no longer want (as a normal return), and
– place a new order for the item you want instead.

If you would like our help with an exchange, contact us at [email protected] before sending the item back.

4) EXCEPTION: CUSTOMIZED/PERSONALIZED ITEMS
Returns do not apply to items that are made to your specifications or are clearly personalized (for example name labels, bottles or lunch boxes with chosen name/design).

Important: Even if the item is non-returnable, you still have a right to a remedy if the item is defective or there is a fault.

5) DEFECTIVE OR INCORRECT ITEMS

If the item is defective, damaged, or you have received the wrong item, contact us and we will help you.

Contact: [email protected]
Please include:
– your order number
– what is wrong (photos/video are helpful)
– whether the packaging/shipping label is damaged (in case of transport damage)

5.1 Time limits
Please notify us within a reasonable time after you discovered the issue.
For defective products we typically offer repair, replacement or refund in line with our standard policy and applicable consumer protection laws.

5.2 Returning a defective item
Please do not send the item back before you have received instructions from us, unless we agree otherwise.

6) TRANSPORT DAMAGE
Please inspect the parcel and the items on receipt.
If the item is damaged in transit:
– contact us as soon as possible
– include photos of the damage to the item and, if possible, the packaging

We will assess whether to send a replacement, issue a refund, or find another solution.

7) UNCOLLECTED PACKAGES
Uncollected packages are not automatically treated as a return request.
If a package is returned to us because it was not picked up/delivered, we may deduct the actual costs we incur (e.g. return shipping). The remaining amount will be refunded.

8) QUESTIONS
Get in touch and we will help:
Email: [email protected]
Hours: 8-16, phone hours: 09-14