Legal notice.
Operator details, cancellation and refund policy, and how to raise a dispute.
Company Information
In accordance with the Danish E-Commerce Act (E-handelsloven) and EU e-commerce regulations, the following information is provided about the operator of this website:
Refund and Cancellation Policy
This policy explains when you may cancel a shipping label purchase and receive a refund. It applies to all purchases made through 321label.com, our API, or any integrated agent interface.
What you are purchasing
When you complete a purchase on 321label.com, you are purchasing a digital shipping label — a uniquely generated document that authorises a carrier to accept and transport your parcel. The label is created and made available to you immediately upon payment confirmation.
By requesting immediate creation of a shipping label, you acknowledge that the digital service is fully performed at the point of creation, and that — in accordance with Article 16(m) of the EU Consumer Rights Directive and §18 of the Danish Consumer Contracts Act (Forbrugeraftaleloven) — the 14-day statutory right of withdrawal does not apply once the label has been issued to you.
Cancellation before carrier dispatch
A label may be cancelled and a full refund issued if all of the following are true:
- The parcel has not yet been handed to the carrier (e.g. dropped off at a parcel shop or collected by a driver).
- The carrier has not yet scanned or accepted the parcel into its network.
- The label has not been voided by the carrier for any other reason.
Whether a label is cancellable depends on the carrier and the service type. We will check the carrier's rules at the time of your request and inform you of the outcome.
After carrier dispatch — no refund
Once the carrier has accepted the parcel into its network (typically confirmed by a first scan at a drop-off point or by a driver collection scan), the label is non-refundable. The shipment is then governed by the carrier's own terms of carriage.
If a shipment is lost or damaged after carrier acceptance, you may be entitled to compensation under the carrier's liability terms. We can provide you with your shipment reference number to assist with a claim.
How to request a cancellation
- Use the Cancel button on your order confirmation page (available while the order is in a cancellable state).
- Alternatively, email [email protected] with the subject line "Cancel — [your order reference]". Include your order reference number and the reason for cancellation.
We aim to process cancellation requests within one business day.
Refund processing
Approved refunds are credited to the original payment method within 14 days. The exact time depends on your bank or card issuer. We will send an email confirmation once the refund has been initiated on our side.
Currency
Refunds are issued in the same currency as the original charge. Where exchange rates have moved, the refunded amount in your local currency may differ from the original charge, reflecting your bank's conversion rate at the time of the refund — this is not a 321label fee.
Dispute Resolution
If you have a complaint that we have not been able to resolve, EU consumers may submit it to the European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr. Our contact address for ODR purposes: [email protected]