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Returns Policy

Flatspot Returns Guide :

We want shopping at Flatspot to be as easy as possible, please take the time to read below to find out how we can help you make the right purchase. 

You will need a Flatspot Returns Form, one should be supplied in your delivery on the back of your invoice or you can download it here : Flatspot returns form.pdf 

Speak to us if you any questions : EMAIL : orders [at] flatspot.com / PHONE : 0044 (0) 1548 550900

 

Returns Policy

If you are not 100% satisfied with your purchase you can return your goods for whatever reason, provided we get them back within 28 days and in perfect original sale-able condition. We've extended our policy period to 28 days because we realise you might be busy with other things too. 

We offer a refund or exchange service but we can't refund your original postage costs, if you have simply changed your mind.

We advise keeping your goods in their original packaging while you make your mind up so nothing accidental happens to damage them. Here's another polite tip - please be careful when trying shoes on, we don't accept returns on shoes if there are marks on the out sole, UNIDENTIFIED OBJECTS stuck in the grip or bobbles/sock fluff on the inside. We're not into it when we get shoes returned without the paper lining in the box or the original shoe box at all, so please look after this too. Please don't wash stuff and pretend that's it still new either. 

 

Christmas Returns

We have extended our returns policy for all Christmas presents to 28 days starting from Christmas day. This covers any orders placed after November 1st. For extra blurb see above.

 

UK Customers - Free Returns / How To Make A Return :

  1. If you don't have one on the back of your invoice - Download the Flatspot Returns Form : Flatspot returns form.pdf
  2. Fill out the Returns Form, let us know who you are, what you are sending back, what's wrong and if you need a refund or exchange.
  3. Free postage paid return shipping - Take your parcel to the Post Office - Use the Prepaid Postage Label supplied by us - Obtain a proof of postage. 
  4. Please ship your Goods and Returns Form in the post to us, we're not responsible for returns in transit so please use a recorded service to make sure they arrive safely. 
  5. We also offer UPS 'DROP OFF' Return Services, for more info on these services please CLICK HERE
  6. We will take care of everything when your goods arrive back and we'll let you know if there's anything we need to talk to you about.

International Customers - How To Make A Return :

  1. If you don't have one on the back of your invoice - Download the Flatspot Returns Form : Flatspot returns form.pdf
  2. Fill out the Returns Form, let us know who you are, what you are sending back, what's wrong and if you need a refund or exchange.
  3. If you are returning items from outside of the EU, please write on the outside of the package 'Returned goods, relief applied for.' This will avoid any unnecessary customs charges.
  4. Please ship your Goods and Returns Form in the post to us, we're not responsible for returns in transit so please use a recorded service to make sure they arrive safely. 
  5. We also offer a UPS 'DROP OFF' Return Service, for more info on these services please CLICK HERE
  6. We will take care of everything when your goods arrive back and we'll let you know if there's anything we need to talk to you about.

       

      Faulty Goods

      The same 28 day policy applies to faulty goods too. Generally if something's going to go wrong, it will go wrong quickly if it's a manufacturers defect. 

      We can't accept returns due to excessive wear of a product. 

      All items returned as faulty are subject to inspection by Flatspot before we can confirm if they are indeed faulty. Sometimes we will need to send the goods back to the manufacturer for an additional inspection. This can drag things out a bit and we apologise in advance for this.

       

      Cancellations

      If you want to cancel your order please notify us asap - email : orders [at] flatspot.com / phone : 0044 (0) 1548 550900. Office hours are Mon-Fri 0930-1700 GMT.

      If cancelled before your order ships we will of course issue a full refund upon your instruction. Cut off time for shipping is usually 2pm, we don't ship or deliver at the weekend or on bank holidays.

      If you notify us that you wish to cancel your order after it has shipped out we will not refund the original shipping cost on your order and you may also incur an additional return to sender fee if it is issued by the courier or postal service used for your delivery. This return to sender fee is usually the same cost as your original postage charge but it can vary.

      In the case of a late cancellation we will refund you for the cancelled order minus the original shipping cost and return to sender fee once the cancelled order has arrived back to our warehouse and has been processed and checked accordingly. At this point we will notify you by email of the exact charges to be deducted from your refund to the email address that you supplied us with on your original order.

      Once your refund is actioned by us please allow 3-5 working days for the funds to be available again in your account.

      Thank You.

       

      Return services

      If you have been directed to the site to book a return service by our customer service: please click here.