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FAQ

 

My garment didn't work out! How can I return it? 

No problem, it happens! We want you to be thrilled with your purchase, so if for whatever reason you are not, please read our Return Policy.

A product I love is out of stock.

Oh shoot! Because we produce in small batches to avoid waste, we tend to run out of sizes and colours quickly. If you see something you love in your size, we recommend snatching it up before it sells out or check out our Facebook group to purchase Free Label second hand. We do our best to restock favorites (such as the Andie Bra and Sunday Pant) - but it's best to sign up for the back-in-stock notification on the product page to ensure you don't miss the restock. If you have any questions don’t be afraid to reach out and ask!

Can I change or cancel my order once it's been placed?

We may be able to change your order once it's been placed. Please email customer care Jess at info@freelabel.com ASAP with your order number. We try to ship out in a timely manner, so we may not be able to catch your order before it goes out the door. In this case you will have to initiate a return or exchange if you ordered in error. Please double check your size and shipping address before completing your order. If you need assistance choosing your correct size, don't hesitate to email!

What is your shipping policy?

We offer free shipping on orders over $200 in Canada and USA. For smaller orders, shipping costs will be calculated at check out. If you check out with "small packet air" your order does not come with tracking. Please provide a secure shipping address. Free Label is not responsible if your package goes missing.

How long will it take for my order to arrive?

Unless otherwise specified on the product page – such as for a pre-order item - your order will ship in 1-7 business days. Please wait 7 business days for processing plus 8 business days for shipping (within North America) to receive your package. Please note that if you select express shipping, there will still be a 1-7 day processing window before shipping express. For pre-order items, your entire order will ship together. If you ordered in-stock items with your pre-order they will all ship together with the pre-order.

What currency are your prices in?

As a Canadian company, our website is defaulted in Canadian Dollars. However we recently added the option to pay in USD for our American and international customers.

I'm local to Vancouver. Can I pick up my order?

Unfortunately we do not offer pick ups as we are a very small team and cannot accommodate interruptions in order to ship orders in a timely manner. We do offer free shipping over $200 to Canada and the USA.

What size should I order?

This can be a tough one! Doesn’t it seem like every brand has a different fit? We know how difficult it can be to order online, which is why we choose flowing and stretchy fabrics for our garments. Often times more than one size can work for one person, it just depends how you like the fit. For more information on our sizing, please check out our reviews and refer to our size chart here. Got more questions? Please shoot us an email at info@freelabel.com so we can give you a hand!

How do I care for my garment?

We always recommend washing Free Label garments in cold water with similar fabrics and hang or lay flat to dry. The less you wash your clothing, the longer they will last (and the better it is for our environment!).

Where are your clothes made?

Free Label garments are proudly made in Canada. Our core custom fabrics are knit and dyed in Toronto and we do all of our cutting and sewing locally in Vancouver. Most of our organic cotton and bamboo materials are sourced from India and USA from eco certified producers and then milled into fabric in Toronto. Free Label fabric is also processed and dyed locally according to Oeko-tex eco-standards. Whenever possible, we choose local, ethical and eco-friendly materials.

Do you offer gift cards?

Absolutely! You can purchase a digital gift card here. Please keep in mind that all gift cards are in CAD and are non-refundable. If you have any questions about our gift cards, please email info@freelabel.com

Do you offer price adjustments on items that go on promotion?

Unfortunately we do not. We seldom offer discounts on our garments. In the rare case that we do, we ask that you re-order to take advantage of the discount, and simply return the original order (as long as it is in compliance with our return policy - 7 days within receipt of the order).

I want to sell Free Label clothing at my boutique.

Unfortunately we are not currently accepting new wholesale customers.