THE DETAILS
Frequently Asked Questions
Orders & Availability
Orders can be placed directly through our website. Once your order is confirmed, you’ll receive an email acknowledging the details of your purchase.
Yes. Most FLANNEL collections are produced in considered, limited runs. This allows us to maintain the quality, craftmanship and integrity of each piece. However, occasionally we do restock your favorite items.
Occasionally, a style that has sold out online may still be available in one of our boutiques. Our in-store and online inventories differ, and availability can vary by location. If you’re searching for a particular piece, our team will be happy to assist in locating it for you. Simply contact our Customer Care team or visit one of our boutiques for personalised assistance.
Occasionally, select pieces may return. We recommend joining our mailing list to be informed first.
From time to time, select styles may be available for pre-order. When offered, this will be clearly noted on the product page, along with an estimated delivery timeframe. Pre-orders allow us to produce thoughtfully and avoid excess, while ensuring you don’t miss a piece you love.
Shipping & Delivery
We ship both domestically and internationally. Available shipping options and rates will be displayed at checkout based on your location. If you don’t see your country listed as an option, contact our Customer Care team and we will do our best to add your location.
Orders are dispatched within 1-4 business days. Once shipped, standard UPS Ground delivery typically arrives within 3-7 business days.
Expedited two-day delivery is available on all US orders for USD$35.
International orders are dispatched within 1-4 business days and delivered within 6-12 business days, depending on location.
Please note that during collection launches or seasonal sales, dispatch times may be slightly extended. Delivery timeframes also vary depending on your location and the time of year, and while we will do our best, these delays are sometimes out of our control.
Orders placed on sale items may take up to 14 days to arrive due to sale-period demand.
Yes. Expedited two-day delivery is available on all U.S. orders for $35 USD.
Complimentary shipping is available on U.S. orders over $350.
Canadian orders are typically processed within 1-4 business days and arrive within 3-14 business days after dispatch.
Please note: duties and local taxes may be collected by customs and are the responsibility of the purchaser.
International orders are processed within 1-4 business days and delivered within 6-14 business days, depending on location. International orders do not include local duties & taxes, and these may be imposed by the destination country. These charges are the responsibility of the recipient and are not included in the purchase price.
Please note that if customs duties or taxes are refused upon delivery, FLANNEL may be required to abandon the parcel and a refund will not be issued.
Australian orders should be placed via flannel.com.au, where shipping details and times are managed locally.
Returns & Exchanges
We accept returns on full-priced items within 14 days of delivery, provided pieces are unworn, unwashed, and returned in original condition with tags attached. To see more information on how to return an item, see here.
Sale items are final sale unless otherwise stated. We encourage you to reach out to our Customer Care team if you have questions prior to purchasing.
In the unlikely event that your piece arrives with a fault, please contact our Customer Care team within 7 days of delivery. Our team will carefully assess the item and work with you to find the most suitable solution.
Approved returns are refunded to the original method of payment. Please allow a few business days for the funds to appear once processed.
Online purchases may be returned in-store at select FLANNEL boutiques, on a case-by-case basis. Availability may vary by location, so please contact our Customer Care team prior to returning.
Fit & Sizing
Our designs are created to move with the body, often featuring relaxed silhouettes and fluid tailoring. Fit notes and model measurements are provided on each product page to guide your selection.
For more specific information, find our size guides below.
If you are between sizes, we recommend considering how you prefer your garments to fall, whether it is closer to the body or more relaxed. Our Customer Care team and in-store stylists are always happy to assist with personalised guidance.
Our size guide is available on each product page as well as below, and provides general measurements to assist with fit.
Fabrics, Craft & Care
We work with carefully selected mills and suppliers to choosing the fibres best suited to the silhouette, be it silk, linen, cashmere, cotton, TENCEL and more. Our approach to fabric is thoughtful and considered, with a focus on eco-conscious materials and responsible practices where possible.
Care instructions are provided with each garment. We encourage thoughtful handling and considered care to preserve the integrity and beauty of your piece over time.
Each FLANNEL design is created to soften and evolve with wear, developing a lived-in character. This unique timelessness is something that can only be shaped by time, movement, and love, giving each piece its enduring quality.
Our fabrics are chosen to age gracefully. With proper care, they soften and develop character, becoming modern heirlooms to be worn and loved for years.
Sustainability & Ethos
At FLANNEL, sustainability is approached through longevity and intention. Our collections are designed to transcend seasons, encouraging purchases that remain part of a wardrobe for years rather than moments.
To us, sustainability is not a marketing label. It’s an ongoing commitment woven through how we design, source and produce every piece. We create garments with longevity in mind, favour thoughtful materials, and partner with makers who share our respect for craft and community. Our ethos is simple: do things well, do them with heart, and do them in a way that lasts.
Yes. We work closely with trusted production partners across several countries, chosen for their craftsmanship, ethical standards and long-standing relationships with our brand. Many of these partnerships have been in place for years, allowing for transparency and care at every stage of production.
We prioritise natural fibres such as silk, linen, cotton and cashmere for their comfort and ability to age beautifully. Where man-made or recycled materials are used, they are selected thoughtfully for performance and longevity, and only chosen as they are going to mean the best result for the garment in terms of drape and structural integrity.
Yes. Our collections are produced in considered runs to minimise excess and waste, allowing us to focus on quality, detail and craftmanship rather than volume.
We aim to minimise our footprint by consolidating shipments, favouring lower-impact transport methods, such as road & sea freight, where possible, and using recycled or reusable packaging. Our dyes are thoughtfully chosen with care for both colour and environmental impact. Our approach is ongoing and continually evolving.
Caring for your garments thoughtfully extends their life. We recommend following the care instructions provided on each piece and handling natural fibres & delicate finishes gently to preserve their beauty over time.
Stores & In-Person Experience
FLANNEL boutiques are located across Australia and the United States. Our full list of locations and opening hours can be found here.
Yes. Our boutique teams offer personalised styling and are always happy to assist you in finding the perfect piece.
Occasionally, a style that has sold out online may still be available in one of our boutiques. Our in-store and online inventories differ, and availability can vary by location. If you’re searching for a particular piece, our team will be happy to assist in locating it for you. Simply contact our Customer Care team or visit one of our boutiques for personalised assistance.
Gift Cards & Gifting
Yes. FLANNEL gift cards are available.
Please note, gift cards purchased online are redeemable online only via the code provided with your gift card upon checkout.
Gift cards purchased in-store are redeemable in-store only via the code provided with your gift card upon purchase.
Gift cards are valid for the period stated at purchase. Details are provided at checkout.
Gift wrapping may be available during select periods. Please see checkout and/or enquire in-store for current options.
Customer Care
For any enquiries, our Customer Care team can be reached via the contact page or by email.
Our team endeavours respond within 1-2 business days, Monday to Friday.
Further Questions
If you have a question not answered here, our team is always happy to assist. We believe purchasing should feel as considered and effortless as wearing our pieces.
Contact us at hello@flannelamerica.com or submit the contact form here.
