Full priced items purchased online are eligible for a credit, refund or exchange if they meet the below terms:

• The goods are in saleable condition, in their original packaging with all tags 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 Head Office within 7 days of approval

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 14 days of purchase to be accepted.

If you would like to return an item(s), please ensure your items(s) comply to the above conditions.

Within 14 days of placing your order please email hello@flannelamerica.com 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, we will ask you to post the item(s) back to us within 7 days of requesting the return. We will provide a return address once your request has been approved.

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.

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 with 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 store credits cannot be redeemed online.

Refunds can take up to 5 business days to be processed and we greatly appreciate your patience. 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.

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. In-store, we can only offer an exchange and are unable to issue refunds.

Our customer care team is available via email at hello@flannelamerica.com

Monday - Friday between 10pm - 5pm WST