Refund & Return Policy

ORDER CONFIRMATION & POLICY AGREEMENT

When you place an order on horusthelabel.com, it is assumed that you have read, understood, and agreed to the terms outlined in this Return & Refund Policy.

This agreement is:

  • Presented at checkout

  • Included in your order confirmation email

The confirmation explicitly states:

"By placing your order, you agree to our Refund & Return Policy."

This statement serves as a binding acknowledgment between you (the customer) and HORUS THE LABEL, ensuring that both parties understand the process for returns, refunds, and any potential disputes.

BY PLACING AN ORDER, YOU AGREE THAT:

  1. You have reviewed our return conditions, timelines, and the list of non-returnable items.

  2. You understand that slight variations in fit, color perception, or measurements (±1–3 cm) are normal and do not qualify as defects.

  3. You agree to follow the correct return procedure, which requires requesting approval before sending any item back.

  4. If a chargeback or formal dispute is filed, this policy—along with order records, product descriptions, and communication history—will be presented as official documentation to support our case.

BEFORE YOU ORDER – SIZING & EXPECTATIONS

We strongly encourage you to review our Size Guide before placing an order.
If you’re unsure about sizing, feel free to reach out to customerservice@horusthelabel.com—our team is happy to assist you.

Please note:

  • Small size variations of 1–3 cm (+/-) can happen due to the manual nature of garment production. This is normal in the fashion industry and does not constitute a defect.

As a boutique brand, every return has an impact. Confirming your size before ordering helps reduce waste and allows us to keep offering thoughtful, quality designs.

RETURN ELIGIBILITY

You can request a return within 14 days of receiving your order, based on the tracking delivery date.

To be eligible for a return:

  • Items must be unworn, unwashed, and unused

  • Items must be in their original condition and packaging

  • The return must be initiated by emailing us within the 14-day window

  • Returns that do not meet these conditions may be rejected or incur a restocking fee


    NON-RETURNABLE ITEMS

    For hygiene and safety reasons, the following items cannot be returned or refunded:

    • Lingerie, swimwear, and bodysuits

    • Items marked as “Final Sale” or “Clearance”

    • Gift Cards

    UNAUTHORIZED RETURNS

    Please note that returns sent without prior approval, or returns shipped to an incorrect address, will not be accepted or refunded.

    HOW TO RETURN AN ITEM

    Step 1: Contact Us

    Reach out via our Contact Form or email us at customerservice@horusthelabel.com.
    Include:

    • Your order number

    • The item(s) you'd like to return

    • A brief explanation of the reason for return

    • Clear photos of each side of the item(s)

    Our team will respond within 1–2 business days with instructions.

    Step 2: Package & Ship

    Once approved, securely package your item(s).

    Important notes:

    • Due to international shipping regulations, we currently do not provide prepaid return labels.

    • Return shipping costs are the customer’s responsibility and typically range from $20 to $35 USD, depending on your location.

    • Customs return fees may also apply, usually between $50 to $60 USD, depending on your country’s rules.

    • We strongly recommend using a tracked shipping service. We are not responsible for returns lost in transit.

    Step 3: Refund Processing

    Once we receive and inspect your return, you’ll receive an email confirmation.
    Refunds are issued to your original payment method within 7–14 business days.

    Please note:

    • Shipping fees are non-refundable

    • Any customs or handling fees will be deducted from your refund, if applicable.

    PARTIAL REFUND OR STORE CREDIT OPTION

    To minimize environmental impact and make returns easier, we offer a partial refund or store credit alternative.

    If you are unsatisfied with your purchase due to fit, style, or expectations (especially for international orders), you may:

    • Keep the item and receive a partial refund

    • Or request a store credit instead of returning the product

    This avoids return shipping costs and speeds up the process.

    If you’re interested, mention this option when emailing us—we’ll help find the best solution for you.

    DAMAGED OR DEFECTIVE ITEMS

    If your order arrives damaged or defective, please contact us within 48 hours of delivery via our Contact Form or customerservice@horusthelabel.com.

    Provide:

    • Your order number

    • Clear photos showing the issue

    Once reviewed, we will offer a resolution—either replacement, refund, or store credit.
    Claims made after 48 hours may not be eligible.

    NOT AS DESCRIBED CLAIMS

    We strive to present our products clearly, with accurate photos, descriptions, and measurements. However, we understand that sometimes expectations differ.

    Please consider:

    • Color differences due to lighting or screen resolution are not considered defects

    • 1–3 cm (+/-) measurement variation is standard in handmade apparel

    • Fit and styling may vary by body type and proportions; this is not grounds for "item not as described"

    If you believe your product is significantly different from what was advertised, contact us with:

    • Detailed photos of the full item and specific concern

    • An explanation of the issue

    • Videos may be requested for further clarification

    Important Guidelines:

    • Return shipping is not covered in cases of dissatisfaction due to personal expectations

    • If, after review, the product is consistent with the listing, we will follow the standard return policy

    • If a clear manufacturing defect or error is found, we will gladly resolve it with a refund, replacement, or credit

    DELIVERED BUT NOT RECEIVED CLAIMS

    If your tracking shows the package as delivered but you did not receive it, please understand:

    Once an item is marked as delivered by the courier, HORUS is not responsible for final delivery issues such as theft, misplacement, or courier error.

    What to do:

    • Contact your local courier immediately and file a non-delivery claim

    • Provide your tracking number and request a formal investigation

    • Request a case ID or claim reference from the courier, which we may use for follow-up if needed

      DELIVERED BUT NOT RECEIVED CLAIMS

      If your tracking information shows your package has been delivered but you have not received it, please note:

      Once the shipping carrier marks a package as delivered, HORUS is no longer responsible for final delivery. The responsibility then falls on the courier and the recipient.

      What to do in this situation:

      1. Contact your local courier immediately to file a non-delivery claim. Provide your tracking number and request a formal investigation.

      2. Request a case ID, ticket number, or claim reference from the courier. We may need this to assist you further.

      3. Check with neighbors, reception, building management, or household members to verify if the package was accepted on your behalf or placed in a secure location.

      4. If you suspect theft, consider filing a police report, especially if the order contains high-value items.

      Sensitive Information Notice

      Shipping carriers may request personal details such as:

      • ID documents

      • Proof of address

      • Delivery access information

      HORUS cannot collect or submit these documents on your behalf due to privacy and data protection laws.

      Resolution Process

      We will assist where possible, but without a formal claim filed with the courier, our ability to escalate is extremely limited.

      If after investigation the courier confirms the package was lost or misdelivered, we will review the case and offer the appropriate resolution, which may include:

      • A replacement

      • A partial store credit

      • Other solutions depending on circumstances

      Important Reminder

      We cannot issue refunds or replacements for packages marked as delivered unless the courier acknowledges fault after their investigation.

      For added security, we recommend:

      • Using delivery addresses with safe, attended locations

      • Requesting signature-required delivery where available

      • Monitoring tracking updates closely

      RETURN-TO-SENDER ORDERS

      If a package is:

      • Refused by the customer

      • Marked undeliverable

      • Returned due to incorrect address

      • Missed delivery attempts

      The following applies:

      • Refunds will only be processed after the package is returned to our warehouse

      • A 25% restocking fee will be deducted from the refund total

      • Original shipping costs are non-refundable

      To avoid this, always double-check your address and track your shipment.

      CHARGEBACKS AND DISPUTE RESOLUTION

      We are happy to assist with any order issue. However, filing a chargeback without contacting us may result in loss of eligibility for future purchases.

      If a chargeback is filed, we will provide the issuing bank with:

      • Proof of delivery

      • Order and product details

      • Refund policy documentation

      • Customer communication records

      If the bank resolves the case in your favor, you may keep both the item and the refund. However, if the case is decided in our favor, no further refunds will be issued, and we reserve the right to seek reimbursement for fees or losses incurred.

      REFUND TIMELINES

      • Refunds take up to 14 business days after the returned item is received and inspected

      • Funds will be returned to the original payment method

      • You will receive a confirmation email once your refund is issued

      • If your bank takes longer to post the refund, contact them directly

      STILL NEED HELP?

      We’re here for you!
      If you have any questions, contact us at customerservice@horusthelabel.com or through our Contact Form.