How can we help?

Frequently Asked Questions


What size should I buy?

We recommend you choose your usual size. If you have doubts, you can reach out to our customers service and we'll be happy to help you.
You can also visit one of our stores and try the products.

Where is my order?

All carriers currently experience some delays. Please understand that we are doing our best to deliver your order as soon as possible.

It can take up to 48h for the track&trace link you received to be active.

Please wait 2 days after ordering before contacting our customer service.

Can I cancel my order?

We completely get it, we change our minds too! Unfortunately, cancelling or editing an order is not possible.

What payment methods can I use?

We accept payments with debit/credit cards, such as Maestro, Visa or Mastercard.
We accept payments with iDeal, Bancontact, Paypal, SOFORT.

I received a damaged item, what can I do?

We strive for excellent quality control but sometimes a damage product can slip through. Our sincere apologies.

If you have received a damaged item, please contact our lovely customer service at and we'll help you out with this.

Shipping, return & exchange

All carriers and local courier currently experience some delays in deliveries. We kindly ask you to be a little patient and be assured we are working hard to deliver your package as soon as possible :)

What is the cost of shipping?

For orders in NL/BE/DE

Orders below €75 = €4.95 shipping cost.
Orders from €75 = free shipping.

For order in other countries and more information about Shipping & Returns, you can read our shipping conditions here.

How can I return my order?

You have 30 days after the purchase date to return your item(s). If you wish to return your item(s), make sure to return in its original condition, including hangtags, and is in its original seal-bag. Returns that do not meet the requirements will not be refunded. Make sure to include the return form filled in as we need this to identify your return.
Once your return has been processed in our warehouse, you will receive your refund within 7 days.

To return your item(s), click the button below and follow the instructions.

Can I return my order in store?

Unfortunately, you cannot return your online order in our stores.

Can I exchange my order?

Unfortunately, it is not possible to exchange an item at the moment. If you wish to exchange an item, please return your order and place a new one.

In-store purchase

Can I return item(s) bought in store?

Items can only be swapped with the original receipt within 7 days, only if the items are in good condition. This means that the items cannot be damaged, dirty, washed or worn and all tags are still attached to the item.

Lingerie and jewellery cannot be returned, for hygiene reasons. 

All Sale items are final and cannot be returned. 

You can return your item for a different product or store credit in the form of a gift card, but we do not provide refunds to the original payment method.

I bought a damaged item in store, what can I do?

Damaged products can be returned if you're able to prove that you have used the items normally, as intended, and you still have the original receipt. 

We use the warranty by law for all broken products.

We always try to repair the product/ item whenever possible. If not, we will provide you with a new product/ item.

Collection & Promotions

Is the entire collection online?

Most of the products can be found online and in-store.
Some stores have a selection of additional items such as glass, perfume, accessories, and other.
If you would like to check in-store availability, you can call the store.

When are the promotions?

Besides the summer and winter sale, we are running promotions from time to time.
We are also having online only offer and flash sales.
If you want to be updated about all promotions, you can sign up at the bottom of this page.

WAL Club Loyalty Program

What is the WAL Club?

Customers are central to We Are Labels. WAL Club is We Are Label’s loyalty program where customers can partake as members - on our website or in-store. The program is made for customers who shop with us often, offering personal rewards and benefits as our personal thank you. The more you shop with us, the more WAL coins you collect and the higher WAL Club level you reach, ultimately leading to even more rewards and benefits! See our WAL Club page for all the details on benefits and rewards. 

Customers can collect WAL coins that can be used as discounts on later purchases. For every €1 spent, you collect 1 WAL coin. 

The WAL Club consists of 4 levels. Your level is determined by the amount of money spent at We Are Labels per year. After 12 months of inactivity, your WAL coins and WAL Club Level gets reset to 0.

How do I join the WAL Club?

Do you already have an account with us? Then you are automatically a part of the WAL Club. 

Are you a new customer? Register for an account by pressing the “Account” button on the top right and registering yourself.

What kind of rewards can you get with WAL Club?

Rewards include discounts, extended return periods, free shopping bags with purchases, and more. A full overview per level can be found in your Account.

As a WAL Club member, you will also be getting exclusive access to sales and deals that we announce throughout the year.

Where can I find an overview of my WAL Club wallet?

A full overview of your wallet and saved coins can be found in your account. Sign in and see how many coins you have saved, what level you are at, and what growth opportunities there are.

How do I earn WAL Coins?

You save WAL Coins with every purchase you make. For every €1 spent, you save 1 WAL Coin which can be used for discount on a future purchase. So, the more you spend, the more WAL Coins you save!

Are you returning an item from your purchase? Then your level and saved WAL Coins will also decrease accordingly.

When do WAL Coins expire?

WAL Coins expire 12 months after the date of purchase. So, we always recommend to use your WAL Coins that you saved with a purchase within a year of that date. You can always find a full overview of your wallet and level in your account.

How can I redeem my WAL Coins for a discount?

Buying something online? Go into your account, click on the discount(s) you would like to apply and copy the discount code(s). This is the code you can use at checkout to apply the discount. 

Buying something in-store? Let the store staff at checkout know that you would like to use your WAL Coins for a discount and they will help you further!

I forgot to apply my discount from my WAL Coins. Can I apply this after?

It is the customer’s responsibility to keep up their WAL Coins and apply them to future purchases. It is therefore unfortunately not possible to apply the discount after having placed an order. This can be used again on your next purchase.

What happens to my WAL Coins if I return my purchase?

A return resets the WAL Coins and level saved with that purchase. Your saved WAL Coins and reached level will therefore go back accordingly with the return. 

You can always find a full overview of your savings and level in your Account.

How does the referral system work?

Get rewarded for inviting friends! You can find a referral link in your account that will give you and your friend a €10 discount. Send the link in your account to your friend. Once they have created an account and placed an order using the link, you will automatically receive a discount code worth €10 in your account, which you can apply on a future order. 

Please note that they need to create an account with your referral link or code so that the €10 discount applies for both of you.

How do I go up in WAL Club Level?

Your WAL Club Level is determined based on your annual spending, which is 12 months from the moment you place your first order with the WAL Club. For each level there are different benefits, which you can find an overview of below. 

Spend up to €75 and you are a WAL Rookie. 

Spend up to €350 and you are a WAL Friend. 

Spend up to €750 and you are WAL Family!

See all benefits here.

How come I went down in WAL Club Level?

Your WAL Coins and Level that you obtained from an order will expire within 12 months of placing that order. Therefore, if you have not used the WAL Coins or haven’t made a new purchase to keep increasing your level, your level will decrease.

To maintain your level it is important to come back and shop with us!

What are the Terms & Conditions of joining the WAL Club?

Please find all the Terms & Conditions of the WAL Club in our Terms & Conditions page, linked here.

Didn't find your answer?

You can get in touch with our amazing customer service and we'll help you out.