RETURNS AND EXCHANGES
The following information applies to purchases made online only.
For information regarding our returns policy for purchases made in store, please contact your FLANNEL boutique of purchase and our friendly staff will be happy to assist.
FLANNEL garments have been individually crafted with great care. This may lead to slight variation in finish and colour. Beads, embroidery, sequins and metals may change in colour with time and wear, adding to the charm of each piece. Please take the utmost care when washing and wearing as jewellery, fingernails and harsh detergents can harm delicate fabrics and finishes.
Full-price items may be returned within 7 days of delivery for an exchange or credit.
Returns are sent at the customer's expense.
Once your return is approved, it must be received at our Santa Monica location within 7 days, in original condition.
To be accepted, items must:
- Be in a saleable condition, with original packaging and all tags attached
- Be unworn, undamaged, and unwashed
- Include the original invoice as proof of purchase
Sale items purchased online are final sale and cannot be returned unless deemed faulty.
Please consider sale purchases carefully as we do not offer refunds, credits or exchanges for change of mind or incorrectly ordered sale items.
FLANNEL does not extend price adjustments or partial refunds on orders made prior to the promotion.
If your items are deemed faulty through confirmation from our customer care team, they must be returned within 7 days of delivery to be accepted.
If you would like to return an item, please ensure it meets the above conditions.
To request a return, email hello@flannelamerica.com within 7 days of receiving your order, including your full name, invoice number, and the item(s) you wish to return. We will respond within 48 hours with the outcome of your request.
If approved, your return must be received at our Santa Monica location within 7 days of your request. Return instructions and the address will be provided upon approval.
Items must be sent back in their original packaging. Please take care when returning your order, as we are not responsible for lost or damaged parcels, and returns received after 7 days will not be accepted. Return shipping costs are the responsibility of the customer unless the item is faulty, in which case FLANNEL will cover the cost. Unauthorised returns will not be accepted.
Once received, all returns are assessed to ensure they meet our policy. We aim to provide an outcome within 24-48 hours via phone or email.
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 hello@flannelamerica.com and we will assist you with your order. Please note credits issued in-store cannot be redeemed online.
Exchanges are processed by our customer care team, simply contact hello@flannelamerica.com and they can assist. 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 may request 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) you are wanting to exchange as well as your emailed proof of purchase.
Our customer care team is available via email at hello@flannelamerica.com
Monday - Friday between 10am - 5pm PST