Terms of service

1. Who we are and how to contact us

1.1 Label Source Limited operates www.label-source.co.uk. We are registered in England and Wales, company number 11118801. Registered office: Office 316, Imperial Chambers, 10–17 Seven Ways Parade, Woodford Avenue, Gants Hill, London IG2 6JX. VAT number GB324984477.
 1.2 Contact us at info@label-source.co.uk.
 1.3 We contact you by email, phone or post using the details you provide.
 1.4 References to “writing” include email.

 

 

2. Roles and who these terms cover

2.1 Shopper/Buyer – a person who buys from Label Source.
 2.2 Seller – a person who sells items outright to Label Source for instant cash.
 2.3 Consignor – a person who gives items to Label Source to sell on their behalf.
 2.4 Marketplace user – a buyer or seller using the Label Source community Marketplace.
 2.5 Label Source, “we”, “us” or “our” means Label Source Limited.
 2.6 These terms cover: using the site, buying from us, selling to us, consigning with us, and Marketplace transactions.

 

 

3. Using our site

3.1 You may use the site for personal use. We may change, suspend or withdraw it at any time.
 3.2 Keep your login details secure. Tell us immediately if you suspect misuse. We may suspend access or withhold payouts while we re-verify.
 3.3 Use the site lawfully and follow our acceptable use policy.
 3.4 Content is for general information only and is not advice.
 3.5 The site is directed at UK residents.
 3.6 By signing up you agree we may contact you about your activity. Marketing only if you opt in.
 3.7 WhatsApp is used only for automated notifications. Service conversations must be sent to info@label-source.co.uk.

 

 

4. Payments, KYC and account security

4.1 We use regulated payment providers for payouts and may run identity verification (KYC), fraud and sanctions checks.
 4.2 We may decline or delay payments to comply with law, fraud or AML/CTF obligations.
 4.3 Once we send a payout to the bank details you provided, our obligation is discharged.
 4.4 You are responsible for account security. If we believe your account is compromised we may suspend access or withhold payouts pending re-verification.

 

 

5. Intellectual property

5.1 We own or license all IP on the site and in our materials. They are protected by law.
 5.2 You may print one copy or download extracts for personal use. Do not alter or reuse for commercial purposes without permission.
 5.3 Breach = stop using and destroy/return copies.
 5.4 We are not affiliated with brands traded unless stated.

 

 

6. Buying from us (Shoppers)

6.1 A contract is formed when we confirm your order by email.
 6.2 If we cannot accept your order (e.g. out of stock, error, or capacity limits) we will tell you and you will not be charged.
 6.3 Prices include VAT unless otherwise stated. If there is an obvious error we may cancel and refund.
 6.4 You must pay before dispatch.
 6.5 Delivery costs shown at checkout. Risk passes to you on delivery.
 6.6 We are not responsible for delays outside our control if we act reasonably to reduce the impact.

 

 

7. Shopper returns and refunds (Label Source stock only)

7.1 Applies only to items sold directly by Label Source. The return rights in this clause apply only when you buy an item owned and sold by Label Source from our own inventory.
 7.2 Return window. You must notify us and return the item within 14 days of delivery.
 7.3 Condition. Items must be unworn, with Label Source tags attached, and in the same condition as sent.
 7.4 Costs. You pay return postage and insurance. Return postage is not refundable.
 7.5 Refunds. Once received and passed inspection, we refund to the original payment method within 14 business days. Klarna and Clearpay reversals are handled by them.
 7.6 High return rate policy. If a customer returns 25% or more of their total items historically, we may apply a restocking fee of 25% per item.
 7.7 Fraudulent or unauthorised transactions. We cancel orders we believe are unauthorised and cooperate with authorities.
 7.8 Marketplace exception. These return rights do not apply to Marketplace (community) items. Marketplace sales are final once an item has passed authentication and been delivered to the buyer, as set out in clause 9A.

 

 

8. Selling to us for instant cash (Sellers)

8.1 Quotes are indicative until items are received and inspected.
 8.2 If condition differs, we may issue a revised quote. If you reject it, you must pay a return fee (up to £50/item).
 8.3 We pay within 3 business days of acceptance. Intake is 1–3 business days, up to 7 at peak.
 8.4 Ownership transfers to us once payment is made.
 8.5 If you request multiple quotes for the same/similar items, the lowest valid quote applies.
 8.6 Authentication is mandatory. Counterfeit or unverifiable items are prohibited. A £25 authentication fee may apply.
8.7 Return of rejected items
8.7.1 If you reject a revised quote (including where an item fails authentication or is assessed to be materially different from your submission), we may return the item to you once any applicable fees have been paid.
8.7.2 Where Label Source arranges return delivery, the maximum insurance cover provided by Label Source is £20 per item, regardless of the item’s stated or actual value.
8.7.3 By rejecting a revised quote and requesting return, you agree that any compensation for loss or damage in return transit is limited to £20 per item, except where a higher amount is required under applicable law and cannot legally be excluded.
8.7.4 If you require insurance above £20, you must request this in writing before shipment and pay any additional costs in advance. We are not obliged to arrange enhanced insurance.
8.7.5 Risk in the item transfers to you once the item is handed to the return courier.
8.7.6 This clause applies to all seller-initiated returns, including authentication failure, condition disputes, or quote rejection.

 

 

9. Consigning items (Consignors)

9.1 We are not a bailee until we confirm items have passed quality/authentication checks.
 9.2 Acceptance is not a guarantee of sale. We may refuse or withdraw items at any time.
 9.3 You appoint us as selling agent. We may list on any platform we choose.
 9.4 Minimum bailment is 12 months, auto-renewed unless you request return. No early withdrawal in first 6 months.
 9.5 Returns at your request are subject to a fee up to £50 per item plus reasonable costs.
 9.6 Commission on final sale price:

  • £0-199: 40% (£50 minimum)
  • £200-299: 35%
  • £300-399: 33%
  • £400-499: 29%
  • £500-599: 28%
  • £600-699: 27%
  • £700-899: 25%
  • £900-1,199: 24%
  • £1,200-1,699: 23%
  • £1,700-4,999: 22%
  • £5,000+: 20%

9.7 Price drops: –5% after 90 days unsold, then –5% every 60 days.
 9.8 An item is deemed sold once the buyer’s 14-day return window plus 5 business days have passed.
 9.9 Buyer returns are relisted automatically. Bailment period continues.
 9.10 Unsellable items: you must pay the return fee within 14 days. If unpaid, ownership transfers to us and we may dispose. We will not store longer than 30 days. You agree you have no recourse once disposed.

 

 

9A. Marketplace (Community) Service

9A.1 How it works. The Marketplace allows registered users to transact directly. A seller lists their item, and if a buyer purchases it, the seller must ship the item to Label Source for verification and authentication.
 9A.2 Our role as broker. Label Source acts only as a broker. We do not own or take title to Marketplace items.
 9A.3 Verification. Once received, we inspect for authenticity, accuracy and saleability. If it passes, we ship it to the buyer.
 9A.4 Payouts. Seller payout is released 2 business days after confirmed delivery to the buyer, provided no dispute is raised.
 9A.5 If the seller fails to ship. If the seller does not ship in time, or tracking is invalid, the order is cancelled and the buyer refunded.
 9A.6 If the item fails checks. If an item is counterfeit, inauthentic, misdescribed, damaged or unsellable, the order is cancelled and the buyer refunded. The seller must pay a return fee (up to £50/item). If unpaid within 14 days, ownership transfers to us and we may dispose.
 9A.7 Risk during shipping to Label Source. Sellers must use the prepaid label we issue, or another approved service. Each label is single-use and tied to one parcel. If you do not use it correctly, you bear the risk of loss.
 9A.8 Seller identification. When using a prepaid label, sellers must include their customer number (starting with “ZX”) inside the parcel. If items are sent without this identifier, you are liable if we cannot link the item to your account.
 9A.9 Returns policy (Marketplace items). Once authenticated and delivered to the buyer, Marketplace sales are final. Buyers have no return rights. This differs from items sold directly by Label Source under clause 7.
 9A.10 Marketplace fees.

  • Buyer protection fee: 5% of the transaction, minimum £10, maximum £50.

  • Seller commission: 10% of the item’s sale price, minimum £10.

9A.11 Buyer refunds. Buyers are refunded only if the seller fails to ship or the item fails checks. Refunds go to the original payment method.
 9A.12 No guarantee. We may reject, delist, or remove Marketplace items or users at our discretion.

 

10. Prepaid postage label & shipping to us

10.1 We only use Royal Mail Tracked 24 for prepaid labels and returns. No third-party couriers without our approval.
 10.2 Each label is single-use. Do not use the same label for multiple parcels.
 10.3 Sellers must include their “ZX” customer number in each parcel. If missing, we may be unable to link it to your account and you remain liable.
 10.4 Risk remains with you until the parcel is opened and logged.
 10.5 Carrier compensation is limited (currently £150). For higher cover, use your own insured service.
10.6 Special Delivery option available – email info@label-source.co.uk for cost.
10.6a If you are sending high-value or sentimental items, you are strongly advised to purchase your own Special Delivery or equivalent insurance. We do not insure packages beyond the carrier’s standard cover unless expressly agreed in writing. Sending such items using our standard prepaid label is entirely at your risk.
10.7 Packaging must meet standards: double-walled box, padding, secure tape, correct label, within limits.
10.7a Items must be packed to withstand short drops and standard courier handling. Claims for damage are rejected if packaging does not meet these requirements. Packaging must be retained for inspection if damage is claimed.
10.8 Intake is 1–3 business days, up to 7 at peak. No confirmation until logged.
 10.9 Failed checks: return fee payable within 14 days. If unpaid, ownership transfers to us and we may dispose after 30 days. You agree you have no recourse once disposed.
10.9a Until items pass our quality and authentication checks, Label Source is not a bailee and assumes no responsibility beyond courier receipt. If return fees are unpaid, ownership of items automatically transfers to us after 14 days.
 10.10 Prohibited items include aerosols, fragrances, liquids, alcohol, drugs, tobacco, knives, flammables, large batteries, cash, passports, medical waste, poisons, radioactive or hazardous goods. These definitions follow UK laws including:

  • Classification, Packaging and Labelling Regulations 1983

  • Classification, Packaging and Labelling of Dangerous Substances Regulations 1984

  • Radioactive Substances (Carriage by Road) Regulations 1974

  • Explosives by Road Regulations 1996 (and any updates or replacements).

10.10a You indemnify us for any fines, penalties, or costs incurred if you send prohibited or restricted goods.

 

11. Additional costs and cleaning

11.1 We may deduct costs for cleaning (£35 or less without approval), repairs, refurbishment, professional photography, editing, storage, client handling, sorting, picking, shipping, or admin.
 11.2 If costs exceed £35 we will notify you first.

 

 

12. Your obligations when submitting items

12.1 You warrant you own the items or are fully authorised to sell/consign them.
 12.2 You must disclose defects, alterations, repairs or replaced parts.
 12.3 You are responsible for accurate descriptions, including brand, serials, and condition.
 12.4 No counterfeit, stolen, financed or restricted goods. We may show items to third parties and pursue civil/criminal remedies.
 12.5 You indemnify us for losses caused by inaccurate descriptions, prohibited items, or breaches of these obligations.
 12.6 You will not interfere with the sales process or buy your own items.
 12.7 We may photograph or film items for marketing. Media remains our intellectual property.
 12.8 Our grading of condition is final. If you dispute, you may pay for return (up to £50/item).
 12.9 Packaging and extras.  During intake, our processing team may remove and discard original packaging, hangers, garment bags, dust bags, tissue, stuffing, or courier packaging as part of our standard workflow. These items are not stored or returned. If you wish to keep any packaging or accessories, please do not include them when sending your item.
 12.10 Authentication standards and replica policy.  We are committed to selling only 100% authentic goods. Items that fail authentication — including those accompanied by receipts or verified elsewhere — will be treated as counterfeit under UK trading standards law. Replicas and counterfeit items are strictly prohibited and cannot be returned to inventory, resold, or re-submitted through our platform. If an item is deemed counterfeit or a replica, we will notify you and you must pay a processing and return shipping fee (up to £50 per item) if you want the item returned. If this fee is not paid within 14 days, ownership transfers to us and we may dispose of the item without recourse. This policy protects the integrity of the platform, sellers, and buyers.
12.11 Third-party ownership. If you are not the legal owner of an item, you confirm that you are fully authorised to act on the owner’s behalf. You indemnify us against any claims, disputes or losses that arise if this is not the case.

 

 

13. Charges, payouts and bank details

13.1 Registration and submission are free. Fees apply for returns, cleaning, repairs, disposal or other services.
 13.2 Payouts to sellers: within 3 business days of acceptance.
 13.3 Payouts to consignors: after buyer’s 14-day return window + 5 business days.
 13.4 You are solely responsible for bank details provided. Incorrect or third-party details = payout deemed valid.
 13.5 We may delay or hold payouts for fraud/sanctions checks.
 13.6 Mistaken payments must be returned; we may offset against future sums.
 13.7 We keep logs of payout instructions, devices/IPs, and KYC outcomes.

 

 

14. Liability

14.1 We do not exclude liability for death/personal injury caused by negligence, fraud or fraudulent misrepresentation, or liability that cannot be excluded by law.
 14.2 For sellers/consignors, our total liability is capped at what you would have earned if the item had sold at 50% of the accepted quote.
 14.3 We are not liable for:

  • loss of profits

  • loss of sales or business

  • loss of goodwill

  • loss of data or information

  • indirect or consequential loss

14.4 We are not liable for courier delays or loss once items are handed over, except to the courier’s limits.
 14.5 Claims are rejected if packaging standards were not met or items were moved/repaired before inspection.
14.6 We do not guarantee any specific intake, payout, or delivery times. All timeframes are estimates only. Delays, including courier delays, do not entitle you to damages or cancellation unless caused by our gross negligence.

 

15. Indemnities and VAT/export

15.1 You indemnify us for all losses, duties, taxes, penalties, and claims arising from your breach of these terms, misdescription of items, or provision of prohibited items.
 15.2 You indemnify us against liability under section 30(10) VAT Act 1994 (and comparable provisions) if zero-rated exports fail to meet conditions.

 

 

16. Force majeure

16.1 Neither party is liable for delay/failure caused by events outside reasonable control (flood, fire, strike, epidemic, war, etc.).
 16.2 The affected party must notify the other within 7 days and take steps to mitigate.
 16.3 If the event continues over 1 month, the unaffected party may terminate on 14 days’ notice. Charges due remain payable.
 16.4 Where we cannot return goods due to force majeure, liability is limited as in clause 14.
16.5 If affected by force majeure, the party must notify the other within 7 days, explaining the likely duration and impact.
16.6 If the event lasts more than 1 month, the unaffected party may terminate on 14 days’ notice. Fees and charges due remain payable in full.
16.7 Where goods cannot be returned due to force majeure, our liability is limited as in clause 14, and we may treat the contract as frustrated and therefore terminated.

 

 

17. Subcontracting and transfers

17.1 We may subcontract services (e.g. payments, couriers, authentication) and will have data-protection agreements with them.
 17.2 You may not assign rights without our written consent. We may transfer our rights and obligations at our discretion.

 

 

18. Notices and service of documents

18.1 Notices must be in English and delivered by hand, first-class post or email.
 18.2 A notice is deemed received:

  • by hand on delivery,

  • by post at 9am two business days later,

  • by email when sent if correctly addressed.

18.3 Legal proceedings may not be served by email.
 18.4 We may update these terms. Continued use = acceptance.
 18.5 This agreement is the entire agreement. No reliance on oral or written statements not set out here, except fraud.
 18.6 No variation is valid unless in writing and signed.
18.7 You cannot rely on statements made by our staff via WhatsApp, phone, or email unless confirmed in writing by a director of Label Source. These terms override any other communication.
18.8 Legal proceedings may not be served by email.

 

 

19. General

19.1 No partnership, joint venture or agency is created.
 19.2 Each party acts on its own behalf.
 19.3 No third-party rights to enforce these terms.
 19.4 Severance: unlawful terms modified or removed, remainder continues.
 19.5 Waiver: delay or partial exercise of rights is not a waiver.
 19.6 Language: English version prevails if translated.
 19.7 Governing law: English law. Courts of England and Wales have exclusive jurisdiction, including for non-contractual claims.

 

 

20. Customer service expectations

20.1 Contact via email, WhatsApp notifications, or portal.
 20.2 Response time: 1–2 business days.
 20.3 Escalation available after 7 business days.
 20.4 WhatsApp is used only for notifications. Service conversations must be sent to info@label-source.co.uk.