Frequently Asked Questions


Are orders tracked?

Once your order is packed and shipped, an email will be sent to you with a tracking number.

I’ve not received my parcel, yet the status says it’s been delivered

Sorry to hear you're having issues with your order.

If the courier was unable to reach you when they tried to deliver your goods, they may have delivered the parcel in a designated Safeplace.
Please contact Australia Post and email us at

How long until I receive my order?

Express shipping and is expected to be received in 2-5 business days.

Standard shipping is expected to be received in 2-8 business days.

The dispatch time can be anywhere between 1-3 business days.

Express shipping does not mean express dispatch.
Please check the shipping page for more details on timeframes.

Do you ship internationally?

Unfortunately, we do not ship internationally.

Only within Australia.

I still haven’t received my order! What should I do?

Please email us on

Do you offer same day delivery?

Unfortunately, we do not offer same day delivery.

Orders & Payment

What do I do if I received a faulty item?

If you received your order and your product has a manufacturing fault, Thi Label

will offer an exchange (subject to availability) or store credit.

Claims need to be emailed to within 14 days of receiving your order.

Can I make changes to my order?

Please email us within 1 hour of placing your order. We will do our best to make any changes to your order before dispatch.

Can I cancel my order?

Orders can only be cancelled if not yet packed and dispatched.

Cancelled order will be issued a store credit for costs of the item/s.

As this is a change of mind, we do not offer refund.

What payment method do you accept ?

We accept Visa, Mastercard, Paypal, Apple Pay and Google Pay

Returns & Refunds

What is your return policy?

When items are returned, it's inspected and must meet the following requirements:
Items are returned within 14 days of receiving your parcel
Items must be unaltered, undamaged, unwashed, and free from any markings, make-up, self-tanner, odours, pet hair, perfumes, deodorant, and washing powder.

Items must be in new and unused condition, with all original tags and labels attached.

We do not accept returns on sale items.

The postage cost is non-refundable.

Return postage is paid by the customer.

What is your refund and exchange policy?

Unfortunately, we do not provide refunds.

If an incorrect size was purchased, a store credit can be given to re-order the correct size.

(subject to availability, and must meet the return policy requirements).