FAQ

 

    GENERAL & SIZING

    What size should I order?

    To find out how an item fits, consult our size guide and fit notes under ‘Care and Fit’ available on our product pages. If you are in between sizes and are over 5’8”, we typically would advise to size up for ultimate comfort. If you size down for a more fitted look, most of our pieces are extremely stretchy and would be able to accommodate. If you need additional help, please email us at support@lezethelabel.com

    Explain your price point?

    We understand that sustainability can be priced higher than what you’re used to seeing — our prices reflect the ethical wages, upcycled fabrics, and quality that stands against the test of time. When you invest in a sustainable piece designed for timelessness, it carries you through many seasons.

    Where are your comfortable work clothes made?

    We are extremely proud to manufacture with Tobimax Textiles, a Taiwanese-Canadian family that is led by 80% women. Our factory proudly compensates their sewers 15% higher than industry standard and fosters excellent working conditions (i.e. air conditioning) with long-term job security and pension plans. In addition, our factory prioritizes ensuring safe water release post-production back into our thriving oceans. To learn more, check out this page here to learn more about our manufacturer.

    Do you offer price adjustments on items that go on promotion?

    Sorry — no! When an item goes on promotion, it is only valid during the time period that it is offered. This way, we can honour all of the people who paid full-price as well. The good news is that if you paid full price, there are no restrictions on refunds and exchanges, while discounted items are only valid for exchange.

    A product I love is out of stock

    We recommend signing up for the “waitlist” by selecting your size and color on a product page and entering your email address to join the waitlist. You will be first to know when our comfortable work clothes are back in stock via email.

    How do pre-orders work?

    When you pre-order an item, it will be shipped at a later date that’s listed in the product page. If you submit a pre-order, the item will be reserved for you and mailed out to you as soon as the shipment reaches our warehouse. If your order includes both an in-stock and a pre-order item, your order will not be shipped until the pre-order item is available. To receive your in-stock item first, please place separate orders.

    How often do you restock products?

    We do our best to work with our factories to restock products as quickly as possible. If we are testing out a new style, we will not be restocking it unless the piece is truly loved by our customers. As a sustainable brand with a small team, we focus on quality over quantity — maintaining our ethical supply chain & clean material standards is our number one priority. We will never jeopardize these values to mass produce clothing fast.

    FABRIC

    How do I wash my items?

    The best way to preserve your clothes during wash is washing in cold water and laying flat to dry.

    Can I put it in the dryer?

    Ideally the best way to care for your garments is to wash it cold and hang or lay flat to try, but if you need to lean on your dryer, our Corn fabric retains colors well and does not pill. It is highly recommended not to put your Fishing Net fabrics into the dryer or it will risk pilling.

    How do I get out wrinkles caused by transit?

    A few of our fabrics are anti-wrinkle, but if the garment was folded for long periods of time, you might experience some stubborn wrinkles. Gently steam it with a steamer on medium heat and voila!

    Is your Corn fabric see through? Will it show my cellulite?

    The fabric is pretty opaque, but it is recommended to wear seamless underwear and lighter undergarments if the color is lighter (fun fact: red works really well, surprisingly!)

    Do your clothes release microfibers into the ocean?

    All synthetics (recycled or not) will release microfibres during wash! We are aware of this and are working hard to find a solution - however, we have not found the right solution that completely solves this problem yet. So, we recommend using a filter, such as Guppyfriend.

    PAYMENT

    What is Afterpay and how does it work?

    Afterpay is a payment plan service that offers you the ability to make purchases now and pay for them in four equal installments. You will make your first payment at the time of purchase. The remaining three payments are due every 2 weeks in equal installments and will be drawn from your selected payment method. You can log in to your account anytime to view your payment schedule or make a payment before the next due date.

    How do I use Afterpay?

    At checkout, select Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard).

    Will I be charged Sales Tax?

    Sales tax is dependent upon where you live and the items you purchase. All tax estimates will be calculated at checkout.

    The promotion code isn’t working / I forgot to apply it!

    No worries! Just email us support@lezethelabel.com and we will get you squared up. The only code that we’re not able to apply is the 10% welcome code, as it automatically calculates based on usage. So if you forgot to use your welcome code, all good! Save it for your next purchase.

    Please note, at this time, we can only honor one discount code at a time. If you wish to change your discount code, simply remove the discount code you already have in your cart and use the one with the highest amount.

    Do you have a storefront for me to try?

    We currently sell exclusively online and do not have the capacity for you to try it on, but we’d love to help! If you have any uncertainty on sizing, feel free to email us support@lezethelabel.com and we will advise so you’re confident with your purchase.

    ORDER & SHIPPING

    What if I need to change or cancel my order?

    We all make mistakes! If you wish to change your order, please email support@lezethelabel.com and we will do our best to change your order. However, we can’t guarantee your order can be changed once it’s been placed. Once your order is in transit, we are unable to make changes to the address. To see if your order can be re-routed, we recommend getting into contact with the courier directly.

    How long do you need to process my order?

    Once your order is placed, our processing time is 3 business days between Monday to Friday, not including holidays. All delivery dates are estimations from our carriers. You will receive a confirmation email that your order is placed and is in queue for processing. To view your order history, create an account or log into My Account.

    What do I do if I received the wrong item or if my product is defective?

    We got you! Simply email us support@lezethelabel.com with a picture of the defect or the incorrect item and we will send a replacement right away. Depending on what it is, we may provide a return label or allow you to keep it.

    How long does shipping take?

    Shipping duration is calculated automatically at check-out with standard and express options. You will receive a tracking number via email once the order has been processed to track your package.

    CANADA
    2 - 6 business days on Expedited Parcel

    US
    4-6 business days with DHL Expedited
    2-4 business days on DHL Expedited Max or USPS Priority

    ASIA, EUROPE, AFRICA, NEW ZEALAND
    DHL International (10-14 business days)
    DHL Expedited (6-12 business days)

    AUSTRALIA
    DHL International or Asendia (10-14 business days)

    MEXICO
    Asendia (10-14 business days)

    Please note that there may be delays impacted during the holidays and surcharge in increased courier volume. Please be patient on receiving your order and reach out to us if you have any questions.

    Where do you ship from?

    We've moved! We no longer have the capacity to accept local pick-ups. Thank you for understanding!

    All orders are shipped from our Port Moody, BC Canada third-party fulfillment centre.

    How much does shipping cost?

    Standard shipping is US$5 within North America and starts at US$15 internationally. If you spend over US$120, then your shipping is free within Canada and USA.

    Customs & duties

    The prices on our website do not include taxes, duties or shipping. If you are ordering outside of Canada, you are solely responsible for any fees imposed by your country's customs, such as: import fees, declaration fees, import duties (tariffs) and/or taxes. For more information on customs, duties, taxes and other import charges, please contact your local customs office. If the address you used to place your order is incorrect and if your package doesn’t reach you due to this, we will not be held responsible and will not be able to offer you a refund. If you would like to receive your item, we're more than happy to re-send it to you once the new shipping fee is paid. If a package is lost on the way, we’ll be happy to send you a replacement.

    RETURNS & EXCHANGES

    What is your return policy?

    *all dates are from purchase date

    Within 30 days
    Items that are full priced, discounted up to 15% off items, and matching sets are eligible for return or exchange. Items must be in new condition, unwashed, unworn, and unaltered with original tags intact.

    Items discounted 16%-29% are exchange only.

    Items discounted 30% or more are FINAL SALE.

    After 30 days
    Items are subject to exchanges or store credit only.

    After 60 days
    We are unable to accept any more exchanges or returns. Sorry!

    *Exchanges are free. Returns have a $15 flat rate fee to cover shipping and handling.
    *If items returned have surpassed policy dates, we cannot guarantee that your order can be reimbursed.

    What items are not eligible for return?

    Regular priced items, discounted up to 15% off items, matching sets and bundles are eligible for return, exchange or store credit.

    Discounted items more than 15% off are eligible for exchange or store credit at the original value at the time of the sale only.

    Discounted items equal to or more than 30% off or items marked as 'final sale' on the product description are FINAL SALE.

    If you send back a Final Sale item, we will not able to return it to you.

    How do I start my return or exchange process?

    Head on over to our returns and exchange portal. If you are within North America, a return label will be automatically generated for you for either our Canadian or US return location. If you are outside of North America, you will receive instructions of how to ship your item back. Returns will incur the cost of the shipping label deducted from your return, but exchanges and store credit are free.

    How does my refund work?

    Once the item has been successfully returned, it will take approximately 7 business days to quality check and process your order. If you are a US customer, there may be up to 7-14 additional business days for processing, as your returns are picked up from our Blaine, WA location once a week to be trucked to our Vancouver, BC warehouse. Refunds via credit card typically take 10 business days, and are eligible to be returned to your original payment method only. We are unable to refund your order onto another credit card due to fraud protection. If your credit card has expired and replaced recently, the return may transfer to your new card or via cheque issued by your bank. For more information, please contact your local bank for details.

    Can I get a gift receipt?

    Yes! Head on over to our Gift Receipt Portal, plug in your Order Number and postal code and issue a gift receipt to the gifted.

    Do you have a Buy, Sell or Trade group?

    We do! Join our LEZE Lounge FB Group to buy, trade or sell your pre-loved items. You can also get real fit advice from women in the group before making a purchase.

    LOYALTY PROGRAM

    What is the Comfy Clouds Rewards program?

    Comfy Cloud Rewards is our new & improved rewards program that rewards you while you shop, refer or share. You can turn your points into cash discounts, free shipping, gain VIP access to our new collections and more!

    How do I earn points?

    Every time you make a purchase on our site you will earn at least 1 point per $1 spent. Please visit our Rewards page to view other ways to earn points.

    Points will be credited to your account after a 7 day pending period once you place your order.

    How do I redeem my points?

    1. Log into your account
    2. Click the rewards widget on the bottom right hand corner
    3. Click tiers to view which level you are currently at
    4. Click on the reward that you'd like to redeem
    5. Press redeem and copy the coupon code that's generated for you.
    6. Apply to your next purchase.

    How do I check my loyalty points balance?

    You can check your balance by clicking 'Check Rewards' on our website. Each time you shop online, you will receive an email with your updated loyalty points balance.

    Can I redeem multiple rewards at once if I have enough points?

    At this time, coupon codes can't be stacked and can only be used one at a time. Each code is unique and available for one-time use.

    How does referring a friend work?

    When you send your friend a referral link, it includes a $30 coupon. Once they spend over $60, 600 points (or $30) is now added to your account. You do not have to have made a purchase as the friend referring, but your friend must complete the referral to get your own reward.

    Will my previous points be added to my points balance?

    Yes! We've loaded your previous points into your account.

    Do points or tier status expire?

    Yes, they expire after 1 year of inactivity.  What does "inactivity" mean? It means, people who exceed 6 months without earning or redeeming points will lose their accrued point balance.

    Yes, customers keep their tier status for a minimum of 12 months and have 12 months to either maintain or upgrade their status.

    I have a Shopify account but don't see the rewards?

    If you've already signed up for a Shopify account, you will need to sign up separately for a Loyalty program account to get involved with the perks.

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