FAQs

Here are some of our most frequently asked questions.  If your question isn't here or if you would like more information please contact us



Placing an Order 


> 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. Do you offer discount codes?
A.  We do.  We regularly send out discount codes, competitions and special offers to subscribers of our newsletter and followers on Twitter, Facebook and Instagram
> 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.


Payment

> 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 and Amazon Pay.
> 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 & JPY.  Whilst browsing the site you are able to convert the currency in real time.

Shipping

> 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!  All of the countries that we ship to are listed at checkout and on our shipping page.  If you are unsure if we ship to your country, email us at hello [at] flatspot.com and we will let you know.
> Q. Will I have to pay import charges?
A.  If you are outside of the EU then yes, you may need to pay import charges.  Please make sure that you are aware of your country's import tax and or duty charges before you order from us.  We can't guarantee that we'll be able to refund your order if you refuse to pay the import charges.
> 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.   For further information please see our specific Bank Holiday page.
 Please see our shipping terms for more information.

Returns

> Q. I want to make a return but I don’t have a pre paid postal label?
A.  Returns within the UK are free.  You can create and print off a returns label here.  To download a returns form, please click here.
> Q. I shipped something back to you. Do you have it yet?
A.  We process returns within 24 hours 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 we'll issue you with a new online code.  This will be emailed to you once we have processed your return.
Please see our Returns & Exchanges page for more information.

I'm Having a Problem

> 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.  We updated our website server last year and lost some customer passwords, so accounts needed to be re-set.  Try and sign up as a brand new customer, use the same email address, and your order history will be carried over.
> Q.  My gift voucher isn't working.
A.  Sorry about this!  Email orders [at] flatspot.com with your voucher code and we'll sort this out for you.

Our gift voucher codes do not automatically carry over any remaining balance so we'll need to issue you with a new gift voucher if this is the case.  Please email us your gift 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 [at] 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 [at] 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.

Product Queries

> 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 physical cards that we post out to you so there is a shipping cost.  If you'd prefer to receive your gift voucher through email we can do this too.  Place your order as normal and then send us an email at orders {at} flatspot.com to let us know your wishes.  We'll then email you your gift voucher code and refund back your shipping costs.

> 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.


First Time Skater

> 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 [at] flatspot.com if you need any advise or help.

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


Contacting Flatspot

> 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 [at] flatspot.com.  If we feel that we might be able to work together, we’ll get in contact.