Returns & Refunds Policy
FLEXLIVING MAKES RETURNS EASY AND HASSLE-FREE
We try to make processing returns and exchanges as easy as possible for our customers. If you're not completely satisfied with your purchase, you may return your merchandise within 30 days of placing your order. We want to make your shopping experience the best it can be. That’s why we’ve made a FREE return option for our US customers when selecting store credit! See more information below about our return options and how to initiate a return.
HOW TO PROCESS A RETURN IN THE USA
Please follow the process below when returning your item(s) to us.
- Within 30 days of placing your order, you can process your return HERE
- A return shipping label will be sent to you via email.
- Please allow 3-4 days processing time once your item(s) have arrived back at our warehouse.
- Once processed, you will receive an email with the details of your refund or store credit information. The items will be inspected and accepted if they meet our conditions listed below.
Note: Any Sale Items purchased are offered as Exchange Only.
CLICK HERE TO PROCESS AN INTERNATIONAL RETURN
Returns For Refunds
- If you are unhappy with your unopened and unused products and wish to return them for a refund, you can do so for up to 30 days from placing your order for a refund of the total excluding shipping costs. All refunds will be credited back to the original payment method.
- Pre-paid return shipping label will be provided
- If the return was due to an error of ours (for example, the item you received is defective or incorrect), we will accept responsibility for all shipping costs related to the return.
- If the return is not due to an error of ours (i.e. you ordered it and then decided later on that you don't want it), the buyer accepts full responsibility for all shipping costs. (Shipping label fee deducted from the refund). Also, a $5 restocking fee will be deducted from the total amount available for refund.
- Items must be unwashed, unworn, with tags still attached.
- To issue a return please visit the Return Portal by clicking here: https://flexliving.returnscenter.com/
Returns For Store Credit
- If you are unhappy with your unused products and wish to return, you can do so for up to 30 days from placing your order. After your items are returned, Flexliving will email you a store credit equal to the subtotal of the products returned.
- FREE pre-paid return shipping label (domestic or within the US) provided
- Flexliving will not charge restocking fees when exchanging for store credit.
- Store Credit code will be received within 24 hours via email.
- Never expires
- To get started, please visit the Return Portal by clicking here: https://flexliving.returnscenter.com/
Exchanging Your Order
You can return your order for a refund or store credit. If you need to exchange your item(s) for a different size, style or color, please follow the steps below :)
- Select Store Credit as your return option
- Return your item(s) back to us using your FREE return shipping label provided (US Only).
- Place a new order with the desired changes to your item(s) using the store credit received
*Store Credit is issued within 24 hours of your return processing, and in most cases is received instantaneously via email once complete.
*Customers are responsible for any shipping fees that may be associated with the new order.
Unable To Process a Return
If our returns portal isn't processing your return, you may be past our return policy window. If you're still in our 30-day return window and continue to experiencing an error, please reach out to our customer support team by emailing firstname.lastname@example.org. Our Customer Care Team will take care of you from there.
WHAT HAPPENS IF MY ORDER IS "RETURNED TO SENDER"?
Couriers return a package if the address is deemed insufficient. If you provide an address that is considered as such by the courier, the shipment will be returned to our facility or fulfillment center. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable). Claims deemed an error on our part are covered at our expense.
CAN I CANCEL A PRE-ORDER ITEM?
If you have paid for a pre-ordered item but have changed your mind about the purchase — you can request a refund. We can issue refunds as long as the request is made within 15 days of purchase.
Changing an Order
If you need to change your order, shipping details, or other order details please contact customer support immediately after you have placed your order. We are only able to change order details before the order has been fulfilled. Once your order has been fulfilled, we will no longer be able to make any changes to it.
Note: We will not be able to change your order to a product that is not currently in stock. You will also be responsible in covering the difference of price on products you are exchanging, as well as the shipping label cost. We will send a refund for anything changed that is less expensive than what you originally paid for.
If you would like to make changes to an order, this can be handled by informing our customer support team at email@example.com
In accordance to the health and safety of our customers, suppliers, carriers, and fulfillment team, we intend not to accept items (e.g. swimsuits, underwear, socks, and face masks) that concern personal hygiene. Please note that sales for these items are final.
If your package is lost or stolen, please check first with your local post before contacting our Customer Support team. Sometimes, couriers tend to scan shipping labels first even when the package is still on its way. It's possible that your package is still out for delivery.
- If you have done the first step and can't locate your package (or it's stolen), Flexliving will do its best to help contact the courier to locate it - at your request.
- Please do keep in mind that once your package leaves our warehouse, we have little to no control over your package. It is the courier's responsibility to deliver your order to you within the expected time frame.
- If you are not seeing your package, please contact your courier:
- USPS: (800) 275-8777
- UPS: (800) 742-5877
With further questions, contact firstname.lastname@example.org
Received Wrong Order
If you happen to receive a product you did not order, we sincerely apologize for the inconvenience. Please immediately contact our Customer Care Team to let them know of the situation. (email@example.com)
Through the returns portal on our website, we provide a pre-paid return shipping label that allows the customer to send back the miss-picked items.
- On the portal, please select the "Exchange" option when sending back an incorrect order.
- Include a note in your package explaining what happened.
- Once we have received that item back, we will send out your corrected order.
Our return portal can be found here: https://flexliving.returnscenter.com/
REFUSING TO PAY CUSTOMS
If you choose to refuse the customs fee and the parcel is returned back to us, a shipping & handling fee may be deducted from your refund. If you are unsure whether you'll be subject to customs fees or not, we'd recommend contacting your local customs office for more information before placing your order as we are not informed of these charges.