Returns & Exchanges

Need to return something?  If something doesn’t fit just right or you’ve simply changed your mind please return it to us for your money back or an exchange.

 

Please choose one of the options below to see how to make a return:

 

UK Customers

 

International Customers

 


 

Flatspot Returns Policy

 

If you are not 100% satisfied with your purchase you can return your goods for whatever reason1, no questions asked, provided we get them back within 28 days of purchase 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;


* The tags have been removed.
* They are marked, soiled, stretched, bleached or damaged in anyway.
* They are scented with aftershave, perfume, deodorant or smoke.
* They have been washed.
* The soles have been worn outside.
* The inner sole is covered in sock fluff or hair.
* All decks and hardware must be un-skated and returned in the original packaging.
* Once a deck has been assembled, we cannot accept either the deck or the hardware for return.

 

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.

For more information on returns please click here.  

 


 

UK Customers

We offer FREE RETURNS to our customers in the UK.  Here’s how:

* You should have received a returns form on the back of your invoice, if you haven’t you can download and print one off here.

* Fill out the Returns Form, let us know who you are, your order number, what you are sending back, why and if you require a refund or an exchange.

* You can now create your pre-paid Royal Mail Returns label.  Follow this link and choose Flatspot from the list of retailers.  

* Complete the very short online form and your returns label will be generated.  It will also be emailed to you - keep a hold of this as it has your tracking number in case you want to check the status of your return.  

* Please take the time to double check the returns address on the label you generate, we cannot be held responsible for orders sent to the wrong address through customer error.  If you have any queries please contact us at orders [at] flatspot.com.

* Pack your box securely, fix the label to the outside of the box and take your parcel to the Post Office, they will take care of the rest. We strongly suggest you obtain a proof of postage.

* This service is free, but we are not responsible for returns in transit so please use a recorded service at your own cost if you are anxious about high value items.

* Returns sent using our returns label go on a 48 hour service.  It is your responsibility to ensure your return arrives within the 28 days, please be sure to include plenty of time for both transit and processing.

* We endeavour to process all returns as quickly as possible, however please allow us 1-2 working days to process your return.  We will contact you by email to confirm completion of your return.  

* Please note that during our busiest times there may be a delay in processing your return, please allow extra time - we are working as quickly as we can!

 


 


International Customers

For our INTERNATIONAL CUSTOMERS.  How to make a return:

* You should have received a returns form on the back of your invoice, if you haven’t you can download and print one off here.

* Fill out the Returns Form, let us know who you are, your order number, what you are sending back, why and if you require a refund or an exchange.

*Unfortunately we do not offer free returns outside of the UK so you’ll need to arrange the return carriage of your goods3. We do not require returns to be sent on a premium service, so please feel free to use an economical returns service with your chosen courier. If you are anxious about the time it will take, please contact us and we will make a note of this.

* 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 and your return possibly being returned to you.

* We are not responsible for returns in transit so please use a recorded service at your own cost if you are anxious about high value items.

* We endeavour to process all returns as quickly as possible, however please allow us 1-2 working days to process your return.  We will contact you by email to confirm completion of your return.  

* Please note that during our busiest times there may be a delay in processing your return, please allow extra time - we are working as quickly as we can!

 


 

Returns Address

Please send all returns to the address below.

 

Flatspot Returns,
Unit 5 Richmond Place,
Central Avenue,
Lee Mill Industrial Estate,
Ivybridge,
PL21 9RL,
UNITED KINGDOM.


 


 

Notifications, Exchanges and Refunds.

We will notify you by email once your return has arrived with us and is in processing. If you are using our returns label please allow 2-3 working days for the parcel to be returned to us and a further 1-2 days for us to process your return.

If we are able to fulfill your exchange, we will send you an email to confirm that this has been swapped and shipped.  We will look to use the same delivery method and delivery address as your original order.  If you would like to have your exchange delivered to a different address please email us at orders [at] flatspot.com before we have processed your exchange.  Alternatively you can clearly write the change of delivery address on your returns form.  We regret that we cannot make any changes to exchanges once they have been dispatched.

We cannot accept exchanges when the requested item is of higher value than the returned item.

If your exchange is unfortunately no longer in stock we will email you to ask you how you wish to proceed.  If we do not hear back fom you within one week from the email date we will issue you with a refund for your return.  All refunds are final and cannot be reversed.

If we are processing a refund for your return we will notify you via email as soon as it has been actioned. Please allow 3-5 working days for the funds to be available again in your bank account.  If you have paid through PayPal you may find that the refund goes directly into your PayPal balance.

 


 

Faulty Goods


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.

Should you need to return a faulty item outside of the 28 days please be aware that due to the secure system we have in place we cannot issue a refund after 60 days.  For faulty goods returned after the 60 days, which have passed inspection, we can only issue an exchange or online store credit; this will be in the form of a voucher code.

For our international customers - if you receive a faulty item or a fault develops; please contact us by email first and send us a couple of pictures of the fault.  We may be able to rectify the problem without receiving the faulty item back at our warehouse. 

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.

 


 

Cancellations


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 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.  

Please be aware that due to some courier's operations and the quick turnaround on next working day 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.




Please feel free to get in touch if you have any questions.
orders [at] flatspot.com / 0044 (0) 800 8620192

1 We will refund all shipping costs in the event of an error of faulty product, but we will not refund your original shipping costs if you are returning an item that you have simply changed your mind about.

2 The pre-paid postal service is available only to UK residents.

3 In the event of a faulty or erroneous order we will reimburse the return shipping cost but please contact us first so we can advise.