FAQ's
ORDER FAQS
How long will my order take to ship?
Orders placed through secondsummerlabel.me are fulfilled from our UAE fulfilment centre.
In-stock orders are usually processed within 1–2 business days. Once dispatched, delivery times will vary depending on your destination and the shipping service selected at checkout.
You will receive a shipping confirmation email with tracking information as soon as your order has been dispatched.
Please note that pre-order items will be dispatched in line with the estimated shipping date shown on the relevant product page.
Can I change or cancel my order?
If you need to amend or cancel your order, please contact our Customer Care team as soon as possible at hello@secondsummerlabel.com.
We will always do our best to accommodate your request. However, once an order has entered processing or has been dispatched, we may no longer be able to make changes or cancel it.
Can I cancel a pre-order?
If you wish to cancel a pre-order before it has been dispatched, please contact our Customer Care team at hello@secondsummerlabel.com as soon as possible.
Once a pre-order has entered processing or has been dispatched, we may no longer be able to cancel it.
Once received, our standard returns policy applies.
Estimated pre-order dispatch dates are displayed on the relevant product page at the time of purchase.
What forms of payment do you accept?
We accept major credit and debit cards, together with any additional payment methods displayed at checkout.
Available payment options may vary depending on your location and will be shown before you complete your purchase.
Will taxes and duties be applied to my order?
For UAE orders fulfilled locally from our UAE fulfilment centre, any applicable taxes will be reflected at checkout where required.
For orders being delivered to other Middle East destinations, local import VAT, customs duties or other taxes may apply depending on the destination country.
Where these charges are collected by Second Summer, they will be shown at checkout.
If they are not collected at checkout, you may be contacted by the courier or local customs authority before delivery.
Any import charges imposed by the destination country are outside of Second Summer’s control.
If an order is refused because customs charges or duties have not been paid, any costs incurred in returning the parcel to Second Summer may be deducted from the final refund.
Do you offer exchanges?
Yes. We offer free exchanges on orders placed through secondsummerlabel.me.
If you would like to exchange an item for a different size, please contact our Customer Care team directly at hello@secondsummerlabel.com.
Please do not process an exchange independently. Exchanges must be arranged directly with our team.
We will organise the return of your original item at no additional charge.
Once your original item has been returned, received and processed, we will send out the replacement size free of charge, subject to stock availability.
If your preferred size is no longer available when your return is processed, we can offer a refund or store credit instead.
Do you accept returns on sale items?
Yes. Sale items can be returned in accordance with our standard returns policy.
Sale items may also be exchanged for another size, subject to availability.
Do you collect full payment for pre-orders?
Yes.
Pre-orders require 100% payment at checkout in order to secure your item.
What does ‘Pre-Order’ mean?
A pre-order item is available to purchase before it is ready for immediate dispatch.
We offer selected pieces on pre-order to allow customers to secure high-demand, returning or upcoming styles before they become available for general delivery.
The estimated shipping date will always be displayed on the individual product page.
Please check this date before completing your purchase.
When will my pre-order ship?
The estimated dispatch date for every pre-order item is clearly stated on the product page.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
Please note that the date shown is an estimated dispatch date rather than a guaranteed delivery date.
What happens if my order contains both in-stock and pre-order items?
If your order contains both in-stock and pre-order items, please refer to the estimated dispatch information shown on the relevant product pages and at checkout.
Depending on the order, items may be dispatched together once the pre-order item becomes available.
If you require assistance with a mixed order, please contact hello@secondsummerlabel.com.
How can I check the status of my order?
Once your order has been placed, you will receive an order confirmation containing your order number.
When your order has been dispatched, you will receive a separate email containing your tracking information.
If you have created a Second Summer customer account, you can also log in to view your order history and current order status.
How do I redeem a promotional code?
Promotional codes must be entered at checkout before completing your order.
Unfortunately, we are unable to retrospectively apply discount codes once an order has been placed.
Unless otherwise stated, promotional codes cannot be used on sale items or in conjunction with another promotional offer.
Do you offer a first-time customer discount?
Yes.
You can sign up to the Second Summer newsletter to receive our first-time customer offer and be the first to hear about new collections, restocks and exclusive launches.
Do I need to create an account to place an order?
No.
You can place an order either as a guest or through your Second Summer customer account.
Creating an account allows you to view your order history and access your order information more easily.
I haven't received my order. What should I do?
Once your order has been dispatched, please use the tracking link provided in your shipping confirmation email to check its progress.
Courier tracking can occasionally take time to update.
If your parcel has not arrived within the expected delivery timeframe shown at checkout, please contact our Customer Care team at hello@secondsummerlabel.com with your order number and we will investigate this for you.
Do you offer international sizing?
Our sizing is based on UK sizing.
Specific garment measurements are listed on individual product pages, and we recommend checking these before purchasing as sizing can vary slightly between styles.
You can also view our full size guide on the website.
How do I purchase a gift card?
Second Summer digital gift cards can be purchased through our website where available.
Gift cards are for online use only.
If purchasing a gift card for someone else, the gift card email can be forwarded to the intended recipient.
What should I do if my item arrives damaged or faulty?
We’re sorry if your order has arrived damaged or faulty.
Please contact our Customer Care team at hello@secondsummerlabel.com as soon as possible and include:
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Your order number
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A description of the issue
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Clear photographs showing the fault or damage
This will allow our team to resolve the issue as quickly as possible.
SHIPPING FAQS
Where are Middle East orders shipped from?
Orders placed through secondsummerlabel.me are fulfilled from our UAE fulfilment centre.
This allows us to offer a dedicated regional shopping and delivery service for our Middle East customers.
Can I change my shipping address?
If your order has not yet entered processing, we may be able to update your delivery address.
Please contact hello@secondsummerlabel.com as soon as possible after placing your order.
Once an order has been processed or dispatched, we cannot guarantee that the delivery address can be changed.
Can I upgrade my shipping method after placing my order?
Depending on the stage of your order, we may be able to change your shipping service before dispatch.
Please contact hello@secondsummerlabel.com as soon as possible.
Any additional shipping charge may need to be paid before the service can be upgraded.
How long will it take to receive my order?
Delivery times vary depending on your destination and the shipping service selected at checkout.
The estimated delivery timeframe will be shown during checkout.
Please remember that pre-order items follow the estimated dispatch date stated on the relevant product page.
Which countries does secondsummerlabel.me serve?
secondsummerlabel.me is our dedicated website for customers shopping from the UAE and Middle East.
Available delivery destinations and shipping options will be displayed at checkout.
Customers shopping from the UK, Europe, US and other international destinations should visit:
How much will I have to pay in duties and taxes?
For UAE orders fulfilled locally, any applicable taxes will be displayed at checkout where required.
For other Middle East destinations, customs duties, import VAT or local taxes may apply.
Where these charges are collected by Second Summer, the amount will be displayed during checkout.
Where they are not collected at checkout, you may be contacted by the courier or local customs authority before your order can be delivered.
These charges are determined by the destination country and are outside of Second Summer’s control.
If a shipment is refused because duties or taxes have not been paid, any costs incurred in returning the parcel may be deducted from the final refund.
Do you offer Saturday delivery?
Delivery days vary depending on the destination and courier service.
Available delivery options will be shown at checkout.
RETURNS FAQS
How do I request a return?
We offer free returns on orders placed through secondsummerlabel.me.
Returns must be requested within 14 days of receiving your order.
Returned items must be unworn, unused and unwashed, with all original tags attached and returned in their original packaging.
To arrange your free return, please email:
A member of our team will organise the return for you and provide the necessary collection or return instructions.
Please do not send a return without first contacting our team.
Returned items remain the customer’s responsibility until they have been safely collected and received by Second Summer.
Are returns free?
Yes.
We offer free returns for eligible orders placed through secondsummerlabel.me.
Please email returns@secondsummerlabel.com and our team will arrange the return for you.
How do I request an exchange?
We offer free exchanges on orders placed through secondsummerlabel.me.
To request an exchange, please contact our Customer Care team directly at:
Please include:
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Your order number
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The item you would like to exchange
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The new size you require
Exchanges must be arranged directly with our team.
We will organise the return of your original item at no additional charge.
Once your returned item has been received and processed, your replacement size will be dispatched free of charge, subject to stock availability.
If the requested size is no longer available when your return is processed, we will offer a refund or store credit instead.
Are exchanges free?
Yes.
Returns for an exchange and the dispatch of your replacement size are both free of charge for eligible orders placed through secondsummerlabel.me.
All exchanges must be arranged directly with our Customer Care team at hello@secondsummerlabel.com.
Can I exchange a sale item?
Yes.
Sale items can be exchanged for another size, subject to availability and our standard return conditions.
Please contact hello@secondsummerlabel.com directly and our team will arrange the exchange free of charge.
When will I receive my refund?
Once your return has been delivered to our UAE fulfilment centre, please allow up to 7 business days for it to be inspected and processed.
You will receive an email confirmation once your refund has been issued.
Refunds are returned to the original payment method.
Depending on your bank or payment provider, it may take a further 5–10 business days for the funds to appear in your account.
Original shipping charges are non-refundable unless otherwise required.
Can I return a pre-order item?
Yes.
Our standard returns policy, including free returns, applies to pre-order purchases once they have been received.
Can I return a sale item?
Yes.
Sale items are eligible for free return in accordance with our standard returns policy.
STOCK & SIZING FAQS
Do you have a size guide?
Yes.
Specific garment measurements are included on each individual product page.
As fits can vary between styles, we recommend checking the measurements listed for the item you are purchasing.
You can also view our full size guide on secondsummerlabel.me.
What should I do if my size is out of stock?
If your preferred size or style is currently unavailable, select the ‘Notify Me When Back in Stock’ option on the product page and enter your email address.
You will automatically receive an email if the item becomes available again.
For selected high-demand styles, we may also open a limited pre-order before the next delivery arrives.