FAQ

ORDERS

How do I apply a discount code?

All discount codes will need to be manually applied during checkout. Please note, we are unable to add discount codes to orders after they are placed or provide partial refunds.

How do I use a credit note?

If you have opted to receive a credit note as reimbursement for your returned item, the credit note will be sent through to you via email..

The credit note will include your voucher number and PIN code, which can be used at checkout.

The credit note is valid for 12 months or until fully used. Once expired, the voucher cannot be used or converted to a cash refund for any remaining balance.

Can I update my order once it’s been placed?

Unfortunately, we are unable to change orders once they are placed. If you need to cancel your order and place a new one, please urgently contact our Customer Care Team at hello@totemthelabel.com and they will do their best to assist.

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

Should you wish to cancel your order, please contact our Customer Care Team at hello@totemthelabel.com as soon as possible and request a cancellation. Please note, that we can't guarantee we will be able to cancel your order once it's been processed. Once the order is picked and packed, we can't make any changes. 

How long will it take to dispatch my order?

Orders placed before 1:00pm AEST, Monday to Friday, will be shipped within 24 business hours. Orders placed on Saturdays, Sundays or Public Holidays will be shipped within 48 business hours. During busy sale periods, please allow an extra 2 business days for shipping.

How can I track my parcel?

Once your parcel has been sent, you will get a tracking number via email. If you are not able to locate the email in your inbox, please check your junk or spam folders.

Please note, any delivery date or time provided by Totem the Label is an estimate. Totem the Label is not responsible for any loss or damage due to reasonable or unavoidable delivery delays.

 

RETURNS

How long do I have to return my items?

You have 14 days from the day the parcel is received to lodge your return.

What if I receive a faulty item?

If you notice a fault with your item, please contact our Customer Care Team as soon as possible at hello@totemthelabel.com. Please include your order number and a photo of the fault in your email and The Customer Care Team will respond as soon as possible with a solution.

Can I exchange my item for another size?

Unfortunately Totem the Label does not facilitate exchanges. The only exception to this is if your garment is faulty or an order error has taken place. We will of course then look into an exchange. 

Can I return a sale item?

Unless marked as 'Final Sale', all sale items are eligible for return and full refund, given the item is returned within 14 days of receiving. The item must be in its original condition, with tags still on, not worn, altered, or washed.

Any item marked as final sale and cannot be returned for a credit note, exchange or refund.

Does Totem the Label offer refunds?

All full priced and sale garments are eligible for a refund within 14 days of your parcel being received.

Does Totem the Label cover the cost of returns?

Totem the Label does not cover return shipping costs; that expense is the responsibility of the customer. It is recommended to use a trackable service when sending back your parcel as Totem the Label does not take responsibility for parcels that go missing or are stolen.

How long will it take to process my refund?

Refunds will be processed within 3 business days after being received at our warehouse. Refunds will be credited back to the original payment method.

Please note, original shipping charges will be deducted from the final refunded amount.

Once processed, please allow 3-5 business days for the funds to appear in your bank account. If your refund is issued as store credit, it will be available instantly for your use.