Help page

Terms & Conditions

Our terms and conditions section covers in detail our policies on privacy, ordering, payment, delivery, postage, refunds, security and complaints. You are advised to read our terms and conditions before placing an order.
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Security

How do I know that it is safe to order online from you?

Tiny Labels is hosted on a Secure Site using leading secure server software (SSL - Secure Socket Layer) and all sensitive information is entered in a specially protected part of the site that no one can see. All of your card details and personal information are encrypted (coded) so when payment is being authorised no one can read the details of you or your card. (back to top)

Who gets to see my personal information?

Your personal information is only accessible by a limited number of employees who have special access rights. When you place orders or access your personal information, we use a secure server. All sensitive/credit information supplied by you is transmitted via Secure Socket Layer (SSL) technology and securely stored in our database. (back to top)

How safe is it to give my credit and debit card details online?

Those new to shopping online can be put off ordering online because of the fear that it is not safe. But it is statistically safer to make payment to Secure sites like ours than paying by card in shops or restaurants. With sites like ours all information is entered in a part of the site that no one else can view, and as it travels from your computer to ours it is encrypted (coded). You will notice as you enter your personal information at the checkout a padlock image on the bottom of your browser window will appear to indicate that it is safe to enter personal information. No credit card details are held in our systems; credit card numbers are processed securely by Protx. (back to top)

Shopping

How do I start shopping?

From the left hand navigation bar select the section you are interested in (e.g. Boys) and the age range (eg. 2-3 years) that you are interested in. You will then be taken to the first page of your chosen sex and age. Items are listed in alphabetical order according to the designer name.

Take time to look through the pictures and descriptions of all the clothes we have in stock. To find detailed information on any item simply click on the more info button. A window will open in which you will be shown an enlarged image, and a more detailed product description. You can add any item to your shopping basket by clicking the BUY button (you can always remove any item later). You will then be shown what you have in your shopping basket and the cost before shipping is added. You will be given the option to continue shopping or checkout. (back to top)

I've seen an item I like; can I email with further questions?

Yes, please do. We are happy to answer any questions you have and are more than willing to check specific measurements or even send more photographs. (back to top)

I've never heard of some of the designers you list, can I find out more?

We do stock items from very exclusive designers that you might not have heard of. See the page titled Designers Stocked for more information. (back to top)

What is the availability of the products?

Because of the exclusive nature of the items we stock most are 'one-offs' i.e. they are not available in a range of sizes or colours. Rest assured that what we list is in stock and available. When an order is taken your item(s) is held in RESERVE until necessary credit or debit card checks are made. (back to top)

Can I reserve an item?

Unfortunately no, items are only reserved once you have placed an order and we await payment or clearance of payment. (back to top)

Do you acknowledge my order?

Yes, we will e-mail you to confirm the item(s) you have ordered, and to advise you of the total cost of your order and of your order number. (back to top)

What is a "Shopping Basket"?

It is a list of products that you 'carry' until you decide what you want to buy. (back to top)

What is the "Checkout"?

You go to the checkout once you have decided what you want to buy. Once at the checkout you confirm the payment and delivery details. (back to top)

Can I amend or cancel an order after I have paid?

Yes, as long as you let us know within 24 hours of placing the order how you want to change it by emailing us.

• You will need to tell us your order number (shown on the e-mail confirmation we would have sent you), and advise us whether you are cancelling the entire order or, if removing products, the item number(s) of the product(s) you wish to remove from the order.
• If changing the delivery address please confirm the new delivery address in full, and include the Postal Code.
• If you want to add to the order you will have to place a new order.
• If you fail to let us know of changes within the 24-hour period from ordering you will instead have to follow our normal Returns procedure. (back to top)

Can I place an order other than over the Internet?

Yes, you can place your order by telephone (07738 559113) between 7-9 pm daily. (back to top)

Payment

What methods of payment do you accept?

We accept all major credit and debit cards (MasterCard, Maestro, Visa, Visa Debit, Visa Electron, Switch, Solo and JCB), payment through PAYPAL, personal cheques (UK only) and postal orders (UK only). (back to top)

Will I receive a receipt?

Yes, you will receive a sales receipt in your parcel. (back to top)

How do I know how much an item will cost in my currency?

Around the site is a currency converter that allows you to establish the cost in your own currency.

All rates quoted are at the current exchange rate at the time of your interest in our items, please be aware that your card issuer may make charges to convert currencies. ( back to top)

Delivery/Shipment

NB: All references to "UK" addresses below apply to England, Wales and parts of Scotland only. (back to top)

How will you send my order?

Within the UK, all parcels are sent First Class Recorded Delivery or Special Delivery through Royal Mail. Outside the UK, all parcels are sent Airmail, International Signed for. Full insurance to the value of your order is included. (back to top)

How quickly do you send my order?

We send parcels within 48 hours of necessary card verification and clearance of cheques and postal orders.
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How long will it take for me to receive my parcel?

Within the UK, it depends on where you live. First Class postage aims for a next day delivery but can take longer. Outside the UK, you should receive your parcel within five working days, but this does depend on where you are. (back to top)

How much is shipping?

UK Delivery:

• All parcels are sent 1st Class Recorded Delivery or Special Delivery by Royal Mail and include insurance to the total value of your item(s).
• UK shipping is £2.95 per parcel (1st class recorded delivery).
• All UK orders over £100 will be despatched free of charge.
• Should a claim for non-arrival of an order arise we will refund you once we have received compensation from Royal Mail.
• The shipping charge is added automatically at the checkout.

Overseas Delivery:

• EU destinations shipping is £5.99 per parcel (Airmail, International Signed for).
• Non EU destinations shipping is £7.99 per parcel (Airmail, International Signed for).
• All parcels are sent registered post, and include insurance to the total value of your item(s).
• All overseas orders over £150 will be despatched free of charge.

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If the parcel is lost in the post will I receive a refund?

Yes, we will make an immediate claim on your behalf to Royal Mail and will refund you once Royal Mail sends us compensation.

Does someone have to sign for the parcel?

Yes it will need to be signed for when it reaches your chosen destination. You may prefer to arrange for delivery to an address other than your home (for example a work address). (back to top)

What if I'm not in when my parcel arrives?

You will be left a card giving you a telephone number to call to arrange either a collection by you at your local depot, or a redelivery. If you are rarely at home when your post is delivered, you may prefer to have your parcel sent to another address (perhaps a work address). (back to top)

Returns

Can I return an item to you?

Yes, to obtain a full refund the following conditions must be met:

• Email us within 24 hours of receiving your item(s) stating what you are returning and why. We will then advise you of how to return your item(s).
• Then simply return the item(s) within 7 days of you receiving them.
• We will only refund items that are returned in the state they were dispatched and any labels must be intact.
• Should a claim for non-arrival of an order arise we will refund you once we have received compensation from the post office.
• Our returns policy complies with the UK's Consumer Protection (distance selling) Regulations. Your Statutory Rights will not be affected.

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How do I return a parcel to you?

When you Email us within 24 hours of receiving your parcel to notify us that you are returning it we will then give you details of where you should send the parcel and how we expect it to be wrapped for postage.
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Will you refund my postage costs on my returned item(s)?

We regret that we are unable to refund return postage costs. (back to top)

How soon after returning my parcel will I receive my refund?

Your payment will be refunded within 14 days of you returning the parcel to us. We refund by cheque and email to notify you when the refund has been posted to you. (back to top)

I placed an order over 14 days ago and have not yet received it?

Your first step should be to email us and we will endeavour to establish where your parcel is. There might be an obvious reason for why you have not yet received it such as a delay in payment or card or cheque verification. We do all that we can to ensure that you receive your parcel as quickly as possible.

My parcel never arrived how would I be refunded?

The minute you notify us to say that your parcel has not arrived and once we have confirmed that it would appear to be lost in the post then we will forward a claim on your behalf to Royal Mail. Once we receive compensation from them the total cost of your order will be forwarded on to you.
This Returns Policy does not affect your statutory rights. ( back to top)

Sizing Advice (clothing and shoes)

How can I ensure that I am buying the correct size?

It is important that you take particular care to order the correct size. Age sizes differ between the various designer labels you will find at Tiny Labels. Familiarise yourself with the designer label you are interested in by reading our Designers Stocked section.

To make life as simple as possible we have indicated how each designer’s sizing compares to typical UK age sizes. We also provide where appropriate and available the key measurements to each garment.
For shoes, we have largely given continental sizes but where appropriate sizing in age range has been given.
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Privacy

Do you observe the Data Protection Act?

Yes, we observe both the Data Protection Act of 1984, and the new act of 1998. (back to top)

What personal information do you need?

We only ask for information that is necessary for you to complete a purchase. So when you make an order we ask for billing address, shipping address, email address and if paying by credit/debit card your card information. (back to top)

Do you send me mail shots?

We occasionally send information about Tiny Labels that we might think you will find interesting such as new products and services, special offers and promotions. If you prefer not to receive any information reply to the email and type REMOVE as the subject of your reply.

Do you pass on my personal information to anyone?

No, we do not disclose any information about our customers or members to any third-party.
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Extra Services

My item will be a gift, can you send direct to the recipient?

Yes, at the checkout input their address as the delivery address. We will call you to confirm the address details before we can ship to an address that is not the same as the cardholder address. You will need to leave a contact telephone number.

I don't want any paperwork to be sent to the recipient is this okay?

No receipt or other paperwork will be sent to the recipient; rather it will be sent direct to you.

Will you gift-wrap the item?

Of course: for an additional £1.99 we will wrap your gift (either in high quality wrapping paper or presentation box). (back to top)

Overseas Customers

Do you deliver outside the UK?

Yes. Please note that your goods may incur customs charges when arriving in your country. (back to top)

Complaints

I have a complaint, what should I do?

We hope you won't have a complaint but if you do please contact our Customer Services department by e-mail, post, telephone or fax. We take all complaints very seriously. (back to top)