RETURNS AND EXCHANGES
The following returns policy is for purchases made for Flannel online orders only. If you have purchased items in store please contact the store you have purchased the items from and our friendly staff will be happy to advise you of what our in store policies are.
“Please also note that Flannel garments have been individually hand crafted with great care. This may lead to variation in finish, colour and fabrication. Please take the utmost care when washing and wearing as jewellery, finger nails and harsh detergents can harm delicate fabrics and finishes. Beads may change in colour with time and wear adding to the charm of each piece.”
Please consider sale purchases carefully as we do not offer refunds, credits or exchanges for change of mind or incorrectly ordered sale items. There are no refunds on sale items unless they are faulty and are returned within 7 days of purchase.
FULL PRICE ITEMS
Items purchased at full price that meet the Flannel terms and conditions can be returned for a refund, credit or exchange. Please follow steps outlined below.
We will provide you with a credit, exchange or refund for full priced items where:
- The goods are in saleable condition, in their original packaging with all tags still intact
- The goods have not been worn, damaged or washed
- The original invoice is included as proof of purchase
- A returns request is made within 14 days from date of purchase
- Approved returns are received at our New York location within 7 days of approval
HOW TO RETURN AN ITEM
If you would like to return an item(s), please ensure your item(s) are due to one of the above conditions.
Within 14 days of placing your order please email firstname.lastname@example.org with your full name, invoice number and the product you wish to return.
Once you have emailed us for a return we will do our best to get back to you within 24-48 hours of receiving your return request and contact you via phone or email to advise you of the outcome.
If your return request is approved and if required - we will ask you to post the item(s) back to our New York store location within 7 days of requesting the return. Please take care when returning your items and send them in the original packaging. Please send your return via express post. We will not accept responsibility of lost or damaged incoming parcels and will not accept parcels received after 7 days. Postage charges are the responsibility of the sender unless the garment is faulty in which case Flannel will cover the return postage. Unauthorised returns will not be accepted.
We will provide return address once return request has been approved.
Once your return is received by our customer service team the item(s) will be checked to ensure it complies with our returns policy and a return outcome will be determined. We will do our best to provide you an outcome within 24-48 hours and will contact you via phone or email to advise you.
Exchanges are accepted within 14 days of ordering full price items. In the instance that there is a balance owing as a result of the exchange this balance will need to be paid in full to complete the transaction.
You can request for an in store exchange. Once approved we ask you go to your nominated store within 7 days of placing your return request. Please ensure that you have the item(s) that you are wanting to exchange as well as your emailed proof of purchase. We can offer you and exchange only our stores will not be able to issue refunds.
Credits are valid for a period of 6 months from issue date and can be used in store and online. To use your credit for an online purchase please contact customer service at email@example.com and we will assist you with your order. Please note store credits cannot be redeemed online.
Refunds can take up to 5 business days to be processed – your patience is greatly appreciated. The original payment method will be refunded in full (excluding any shipping costs associated with the order) for the value of the item(s) for which the refund has been approved. Once your refund has been processed please allow up to 3 business days for the funds to appear back into your account.
Email: firstname.lastname@example.org / Phone: 424 252 9919. Monday – Friday 10am – 5pm WST