FAQs

Q. I am having trouble placing an order online, do you take phone orders? A. We cannot take orders over the phone. You can try placing your order on a different device or browser. Otherwise we are happy to speak with you and see if we can fix any issues you may be having.

Q. Is it safe to order online? A. Yes, very. flatspot.com uses industry standard SSL encryption to protect your details. Any sensitive information like your name, address and card details are encoded so they can only be read on the secure servers.

Q. I live in the Channel Islands, will I be charged VAT? A. Choose Jersey or Guernsey as your billing/ delivery country and you will not be charged VAT.

Q. I need to change my order, who can help with this? A. If you want to edit or cancel your order then please notify us asap. Unfortunately once your order has been processed we cannot make any changes or cancellation.

Q. Which credit cards do you accept? A. We accept Visa, Mastercard and Maestro credit and debit cards, we are also able to accept payment through PayPal, Shop Pay and Klarna.

Q. Are your prices inclusive of tax? A. Yes, but If you are shopping outside of the European Economic Area you will not be charged this tax. This happens automatically at the checkout for you.

Q. Can I place my order on the phone? A. Unfortunately not. All orders need to be placed on our website.

Q. What currencies can I use? A. We accept payment in GBP, USD, EUR, AUD, CAD, NZD, SGD & JPY.  Whilst browsing the site you are able to convert the currency in real time.

Q. What countries do you deliver to? A. We deliver to most countries in Europe. Also, the US, Canada, Australia & New Zealand to name a few! If you are unsure if we ship to your country, email us at hello@flatspot.com and we will let you know.

Q. Will I have to pay import charges? A. Orders sent within the EU will be sent duties and taxes paid so you will not receive any additional charges on delivery.

For orders sent outside of the EU you may be liable to pay import taxes and duties. These are set and regulated by the destination country and we have no control over these charges. If you are unsure whether your order will be subject to such taxes please check with your local import office.

Q. My order still hasn’t arrived, I think it is lost? A. If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier. Unfortunately we cannot re-send your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished.

Q. What happens to deliveries around Bank Holidays? A. Bank Holidays are non-working days in the UK so please allow for one extra day.

Q. I shipped something back to you. Do you have it yet? A. We process returns within 5 working days of receipt and will notify you by email when we have done so. For more information on returns please refer to this page.

Q. How long before I get a refund? A. Once we’ve emailed to say we have issued a refund for you, it can take anywhere between 2 and 5 working days depending on which bank you are with.

Q. I've sent back my order but I paid with a gift voucher. What happens now? A. We always issue refunds according to the original payment method. So if you used a gift voucher your refund will go back onto the same gift voucher code.

Q. I am having trouble placing an order online, do you take phone orders? A. We are unable to take orders over the phone. You can try placing your order on a different device or browser. Otherwise we are happy to speak with you and see if we can fix any issues you may be having.

Q. I can't log into my account. A. Please contact us on orders@flatspot.com and we'd be happy to look into this for you.

Q. My gift voucher isn't working. A. Sorry about this! Email orders@flatspot.com with your voucher code and we'll sort this out for you.

Q. Why can’t I add something to my basket? A. If you cannot add an item to your basket or there is no size option, it usually means that the item is out of stock.

Q. You've sent me the wrong item or part of my order is missing. A. Firstly, please accept our sincerest apologies. We try really hard to make sure everything is perfect but mistakes can occasionally happen. Please contact us at orders@flatspot.com and we'll get this resolved for you as quickly as possible.

Q. I have a faulty item, what should I do? A. We are really sorry about this. Please email us at orders@flatspot.com with your order number and a couple of photos of the fault and we'll sort this out for you. We may ask that you return the item to us.

Q. My order still hasn’t arrived, I think it is lost? A. If you think your order has been delayed or lost in the post please contact us and we will start an investigation with the courier. Unfortunately we cannot re-send your order or refund you until the courier has concluded the investigation, we will keep you informed and will be in touch once the investigation has finished.

Q. Why can’t I add something to my basket? A. If you cannot add an item to your basket or there is no size option, it usually means that the item is out of stock.

Q. Will my deck come with grip tape? A. We include free grip tape with every deck ordered. We will not apply the grip tape unless you ask us to.

Q. Do you sell gift vouchers? A. We do. You can view them here.Our gift vouchers are e-vouchers, which you should receive by email shortly after placing your order.

Q. Can I reserve stock? A. We cannot reserve stock I'm afraid.

Q. Are your products Legit? A. Amazed that we get asked this… but we’re always proud to answer that of course they are. We work directly with an amazing and very limited set of brands who care as much about their products as we do.

Q. Who can I ask about restocks? A. Many of the items we sell are limited styles, editions and colourways and we are unable to get hold of more stock. However, we never mind confirming this specifically to each product so feel free to contact us.

We are unable to get re-stocks for the majority of sale items.

Q. I’m new to skateboarding, what do I need? A. Welcome! You will need a deck (this comes with free grip tape), two trucks*, wheels, bolts and bearings. Please contact us at orders@flatspot.com if you need any advice or help.

*We sell trucks individually, you will need to order two.

Q. I’ve sent you an email, when will you reply? A. We try to reply to all emails within 24 hours. Our office is closed on weekends and Bank Holidays so we will look to reply the next working day.

Q. I represent a brand who want to be stocked in your shop, how can this happen? A. We are happy to review your lookbook if you send it digitally to hello@flatspot.com. If we feel that we might be able to work together, we’ll get in contact.