Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to contact us to request a return or refund.

How to request a return or refund

Contact us at support@flextora.com within the applicable return period, quoting your order number and explaining the reason for your request. Photographs may be required where an item is damaged, faulty or incorrect.

Because Flextora products are produced to order, we may offer a refund, replacement or other appropriate resolution without requiring the product to be returned. Where a return is required, we will provide the return instructions and applicable return address after approving the request. Do not send products to any address shown elsewhere on our website. Please contact us before sending an item so we can provide the correct return instructions. This process does not restrict your statutory cancellation or return rights.

We reserve the right to require a return for multi-item orders, higher-value claims, repeated claims or where inspection is reasonably necessary. This does not affect customers' statutory rights.

Inspecting and trying on items

You may inspect and try on clothing as you reasonably could when trying on a garment in a shop. However, if handling goes beyond what is reasonably necessary to assess the item and reduces its value, we reserve the right to make a deduction from any refund.

Return postage

For change-of-mind returns, customers are responsible for return postage unless we agree otherwise. If an item is faulty, damaged, misdescribed or incorrectly supplied, Flextora will cover reasonable return costs where a return is required.

Damages and incorrect items

Please inspect your order upon receipt and contact us at support@flextora.com immediately if the item is defective, damaged, or if you received the wrong item or an item that does not match its description. Your statutory rights in respect of faulty, damaged, incorrectly supplied or misdescribed goods apply in addition to and are not limited by our 30-day voluntary returns policy.

In appropriate cases, Flextora may issue a refund or replacement without requiring the item to be returned.

Exchanges

Contact us at support@flextora.com to discuss your options. Where a return is accepted, you may make a separate purchase for the replacement item once the return is approved.

Gift cards

Gift cards cannot be returned or refunded except where required by law.

UK cancellation rights

UK customers generally have 14 days after receiving their order to tell us they wish to cancel. After notifying us, they generally have a further 14 days to return the goods where a return is required. To exercise your right to cancel, notify us at support@flextora.com within 14 days of receiving your order.

Where statutory cancellation rights apply, Flextora will refund the original standard delivery charge paid. Any additional amount paid for premium or express delivery above the standard-delivery rate is not refundable beyond the standard-delivery amount.

Where a physical return is required, the refund will be processed within 14 days of us receiving the goods back, or within 14 days of receiving acceptable evidence that the goods were sent back, whichever is earlier.

European Union 14-day cooling-off period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification. You must notify us within that 14-day period and, where a return is required, return the goods within a further 14 days of notifying us. Please contact us at support@flextora.com to begin the process.

Where statutory cancellation rights apply, Flextora will refund the original standard delivery charge. Any additional amount paid for premium or express delivery above the standard-delivery rate is not refundable beyond the standard-delivery amount. Refunds will be processed within 14 days of receiving the goods back or receiving acceptable evidence of return, whichever is earlier.

Refunds

We will notify you once your request has been assessed and, where applicable, once returned goods have been received and inspected. If a refund is approved, it will be issued to your original payment method within 10 business days, except where the statutory 14-day refund period applies as described above. Please allow additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved (and no statutory shorter period applies), please contact us at support@flextora.com.