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strait. the label embodies the island woman. She who shares a deep connection with nature - admiring and enjoying its beauty in its simplest form, LIVING A LIFE BY HER VALUES.

Customer Care

SHIPPING

US DOMESTIC SHIPPING

FREE STANDARD SHIPPING on orders over $150
STANDARD SHIPPING: 3-8 Business Days - $15
EXPRESS SHIPPING: 3-5 Business Days - $20

WHEN WILL MY ORDER BE PROCESSED?

Once your order has been confirmed and accepted by us, our dispatch team endeavours to process it as quickly as possible so it is ready for dispatch within 1 to 2 business days. Any orders placed on weekends and public holidays will be processed the following business day. Please allow an additional 3 to 4 business days for order processing during sale periods, due to higher than normal volumes of orders.

WHEN WILL MY ORDER BE DISPATCHED?

The dispatch date of your order will depend on the order processing time. Our dispatch team endeavors to process all orders as quickly as possible. We aim to dispatch all orders within 2 to 4 business days of purchase from our warehouse in Hawai’i. Please keep in mind, all items are shipped from Hawai’i and can take up to 2 weeks to be received from day ordered. During sale periods, please allow an additional 5 to 7 business days for your order to be dispatched due to higher than normal volumes of orders. Orders will not be refunded for packages that are not accepted by the recipient.

MY ORDER HAS BEEN SHIPPED. WHEN WILL MY ORDER ARRIVE?

Once your order has been shipped by our dispatch team, the delivery timeframe will vary depending on the shipping method selected at checkout, the shipping carrier used and your location from our warehouse in Haleiwa, Hawai’i. Please note that delivery timeframes are in addition to processing times.

United States: Ground Shipping - Please allow up to 3-8 business days after processing to receive your order. Express Shipping - Please allow up to 3-5 business days after processing to receive your order.

Delivery Delays: We recommend that you regularly check the websites of our shipping partners to take notice of any delays that are being experienced within their network. If you have any question about receiving your order, please contact our customer care team at hello@straitthelabel.com.

DO YOU OFFER SAME DAY DELIVERY?

No, we currently do not offer same day delivery. If you would like to receive your order as soon as possible, we recommend selecting the express shipping option at checkout.

I ENTERED THE WRONG ADDRESS ON MY ORDER. HOW CAN I UPDATE IT?

If you have entered an incorrect shipping address on your order and your order has not been shipped, please contact our customer care team as soon as possible. Please note that once your order has been shipped from the warehouse, we are unable to change the shipping address.

HOW CAN I TRACK MY ORDER?

Once your order has been shipped, you will be sent an email confirmation containing a tracking number and link. Please allow up to 48 hours for updates to appear on the tracking page after the notification.

WHAT SHIPPING CARRIERS DO YOU USE?

We currently partner with USPS for all domestic deliveries, and FedEx for all international deliveries outside of the United States.

ORDER PROCESSING + DELIVERY

All orders are shipped out within 2-4 business days of purchase from our warehouse in Hawai’i.

Shipping time frames are in addition to our processing times. Any orders placed on weekends and public holidays will be processed the following business day. Orders will be delivered between 8am-6pm Monday to Friday.

SALES AND PROMOTIONAL PERIODS

During sale and promotional periods, order processing times may be subject to delay due to a higher than normal volume of orders.

CHOICE OF COURIER

All US orders are shipped with Fedex or USPS.

TRACKING YOUR ORDER

Once your parcel has been shipped from the warehouse, you will be sent an email confirmation with tracking information.

DELIVERY TIMES

Orders will be delivered between 8am-6pm Monday to Friday. Please ensure that someone is available at the shipping address to accept the delivery during this time.

CAN I CHANGE MY ORDER AFTER IT HAS BEEN PLACED?

Unfortunately, we are not able to change your order once it is placed. Please choose your items carefully and ensure all shipping information is full and correct before placing your order. If you need assistance with an order error please contact our customer care team at hello@straitthelabel.com as soon as possible.

CAN I CANCEL AN ORDER AFTER IT HAS BEEN PLACED?

If you are wanting to cancel an order, please contact our customer service team at hello@straitthelabel.com as soon as possible after it has been placed. Our warehouse team processes and ships orders out daily and we cannot guarantee that the request can be made.

I HAVE RECEIVED A FAULTY ITEM.

Every product we send out is initially quality controlled, however if you have received a product with a manufacturing fault strait. the label will replace the item or refund the cost as long as it has been returned to us within 30 days of the purchase date. Please contact our customer care team as soon as possible after receiving your order so we can guide you through the next steps and returns process. Please provide our team with photos clearly showing the defect or fault and a brief description for a preliminary assessment. Read our Faulty Items Return Policy.

I HAVE RECEIVED INCORRECT OR MISSING ITEMS FROM MY ORDER.

If you are missing items from your order or have received incorrect items, please contact our customer care team as soon as possible after receiving your order at hello@straitthelabel.com. You will need to provide your order number, name and details of the missing or incorrect item/s. Our team will look into the issue as quickly as possible.

I HAVE BEEN NOTIFIED THAT AN ITEM IS NOW OUT OF STOCK AFTER PLACING MY ORDER. WHY IS THIS?

Whilst we try to ensure that stock levels on the website are as accurate and up-to-date as possible, on rare occasions there may be a stock discrepancy for an item purchased. If a purchase has been made for an unavailable item, you will be notified via email by our customer care team as soon as possible and be offered a suitable replacement, or store credit.

PAYMENT

CREDIT CARDS

We accept Visa, MasterCard and American Express cards. Please note, cards issued by local banks which are not listed above will not be accepted by our global processing service, in which case we recommend PayPal as an alternate payment method.

PAYPAL

PayPal express feature is available to speed through the checkout.

STORE CREDIT AND GIFT CARDS

Payment can be made using a valid strait. the label gift card or store credit. Each gift card and store credit carries a unique code you can enter at checkout when completing your order. Gift cards are valid for 3 years from the date of issue. Store credits are valid for 12 months from the date of issue. They may both be combined with promotions.

PAYMENT SECURITY

When placing an order on straitthelabel.com, your financial details are passed through a secure server that is certified Level 1 PCI DSS compliant. All payments are completely secure and all information exchanged in order to process the payment is encrypted using SSL.

ORDER VERIFICATION

Orders placed on straitthelabel.com may be subject to a payment verification. For the protection of our customers, we want to ensure that every order that is dispatched was authorised by the cardholder. If your order has been placed on hold, a member of our customer care team will contact you directly as soon as possible to ensure the delays are minimised.

CURRENCY

You are currently on our USA website. All payments made on straitthelabel.com are charged in United States Dollars ($ USD).

IMPORT DUTIES & TAXES

All international packages may be subject to duties and taxes, which vary greatly depending on the destination country. We are not responsible for any additional fees that may incur with international packages. Please check your local customs website for more information. We currently ship all items delivery duty paid (DDP). Taxes are calculated based on the items ordered, your shipment destination, value of your purchase, and the specific rates set by the local government. Taxes will be calculated and added to your order total in the shipping cart. There will be no additional VAT or duty charges requested on delivery by our carriers. Please note, tax and duties are non-refundable upon return of an order.

For customers located in California, US: From 01 July, we are registered in the state of California to collect Sales Tax. As our sales increase in each state we are legally obliged to collect and pay Sales Tax in your State. We will let you know at the time of check out what taxes have been applied to your state.

ORDERING INFORMATION

MODIFYING OR CANCELLING AN ORDER

Unfortunately, we are not able to change or cancel your order once it is placed. Please choose items carefully and ensure all shipping information is full and correct before placing your order. If you do need assistance with an order error please contact our customer care team at hello@straitthelabel.com as soon as possible. We pack and ship orders daily so cannot guarantee your requests can be made.

WRONG SHIPPING ADDRESS

If you have entered an incorrect shipping address on your order and your order has not been shipped, please contact our customer care team as soon as possible. Please note that once your order has been shipped from the warehouse, we are unable to change the shipping address. We advise that customers reach out to the shipping provider directly as they may be able to redirect your parcel to a new address. Orders that are returned to sender due to an invalid address may be reshipped at the expense of the customer. After an order has been delivered to the correct shipping address, we cannot be held responsible in the event of loss or theft of the packages.

ORDER NOT DELIVERED

In the event that your order is not delivered, missing or lost, please reach out to our customer care team. Please also contact the shipping provider directly to lodge a customer inquiry. If the tracking information states the order has been delivered, please request a proof of delivery with photo evidence. Please then forward all correspondence you have had with the shipping provider to our customer care team so that we can investigate on our end. Once the package has been declared lost by the shipping provider, we can issue you a replacement or store credit.

For all online customer service, order and product enquiries, please email hello@straitthelabel.com.

ITEM AVAILABILITY

Whilst we try to ensure that stock levels on the website are as accurate and up-to-date as possible, on rare occasions there may be a stock discrepancy for an item purchased. If a purchase has been made for an unavailable item, you will be notified via email by our customer care team as soon as possible and be offered a suitable replacement or store credit.

GIFT CARDS

PURCHASING A GIFT CARD

Digital Gift Cards can be purchased on the strait. the label website here.

REDEEMING YOUR GIFT CARD

Gift Cards are automatically emailed to you once purchased. A unique code will be issued to the email address entered at checkout. To redeem, enter your unique gift card code in the ‘gift card or discount code’ box at checkout and click apply. Gift cards can be applied to an order in addition to a promotion or discount code.

If a gift card is partially redeemed in one transaction, the gift card balance will be updated automatically and available using the same code. If the cost of an order exceeds the available gift card balance, the cardholder will be required to pay the difference using an alternate payment method at checkout.

CURRENCY

Gift cards purchased on our United States based website are available in USD currency and can only be redeemed on straitthelabel.com.

EXPIRY

Gift cards are valid for 3 years from the date of purchase.

RETURNING ITEMS PURCHASED USING A GIFT CARD

If you return an item purchased using a gift card, the refund will be credited back to the gift card equal to the value of the returned item (excluding shipping).

LOST OR STOLEN GIFT CARDS

strait. the label does not take responsibility for any lost or stolen Gift Cards. If you lose your gift card code, please email our customer care team at hello@straitthelabel.com. You must provide the full name used for the purchase, the initial gift card value purchased, date of purchase & expiry date.