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If you are not 100% satisfied with your purchase you can return your goods for whatever reason, no questions asked, provided we get them back within 28 days of order receipt and in perfect sellable condition.
By ‘perfect sellable condition’ we do not expect the garments to be necessarily plastic wrapped and perfectly folded, but we are certainly unable to accept them for return if;
For all shoe returns we require the original shoe box, the shoe box is included as part of the goods. This needs to be unmarked and cannot be used directly as the postage box. We cannot accept shoes if the box is missing, damaged or marked as we cannot sell them on to another customer. You wouldn’t want to receive your new shoes in a visibly damaged/ marked shoe box!
All goods/ products are at the responsibility of the customer until they have been delivered to us.
We really hate to do it but we ultimately reserve the right to refuse a return if we deem it to be in an unsuitable condition and the items may be returned to you at your own cost.
To make a return you'll need to arrange for your return shipping and pay the associated costs. If you have a faulty item, or if there has been an error with your order, please email us at orders [at] flatspot.com before making your return.Please complete the returns section of your invoice and include this inside your parcel. If you do not have this, you can print a blank returns form here.
We do not offer exchanges, if you would like to change an item you will need to return the item to us for a refund and place a new order.
Please write on the outside of the package 'Returned goods, relief applied for.' This will avoid any unnecessary customs charges and your return possibly being returned to you.
We try to process all returns as quickly as possible, however please allow us up to two business days from receipt to process your return. We will contact you by email to confirm that your refund has been issued.
We will be in touch by email once your return has arrived at our warehouse and your refund has been processed.
Please allow up to five business days for the funds to be available again in your bank account.
We will refund original shipping costs in the event of an error or faulty product, but we will not refund your original shipping costs if you are returning item/s for other reasons; such as an item not fitting. This does not affect your statutory rights.
We will refund return shipping costs in the event of a faulty product or error but please contact us first so we can advise the best way to proceed.
If you have a received a faulty item or if a fault develops please contact our customer service team first at orders [at] flatspot.com and send us a couple of pictures of the fault.
In the event of a faulty product or an error we may cover return shipping costs but please contact us before sending the parcel back. We can then advise the best way to proceed and provide a free returns service. We can not refund return shipping costs if posted before contacting us first.
The same 28 day return policy applies to faulty goods. Generally if a defect is going to become apparent, it will be relatively quickly. We can't accept returns due to excessive wear of a product, especially footwear used for skateboarding.
All items returned as faulty are subject to inspection by Flatspot before we can confirm a credit. Sometimes we will need to send the goods back to the manufacturer for an additional inspection.
We cannot accept snapped decks in returns. Most snaps and cracks occur when landing a trick incorrectly and are not down to a manufacturer fault.
Any final decision will be made by the manufacturer directly.
If you want to cancel your order please notify us asap. If cancelled before your order ships we will issue a full refund upon your instruction. Cut off time for shipping is usually 3pm, 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.
Please be aware that due to some courier's operations and the quick turnaround on deliveries it may not be possible to cancel your order once dispatched. If this is the case you can return your order using the returns information above.