For information on Christmas 2024 deliveries and returns please see this webpage.
How to return your item/s to us:
- Book your return online on our Returns Portal.
- Pack your return securely, please ensure no labels are attached directly to the returning item or its packaging e.g. shoeboxes.
- Please include your completed returns form inside the box, without this we may be unable to process your return. If you need a new invoice form please email us at orders@flatspot.com
- Print the provided Royal Mail label and drop it off at a Post Office.
We try to process all returns as quickly as possible, however please allow us up to five business days from receipt to process your return. We will contact you by email to confirm that your return has been processed.
If you’re unsure of your order number, or of the email address used for your order, please get in touch with our team at orders@flatspot.com and we’ll be happy to assist you.
*Please note that for raffle orders made on releases.flatspot.com you need to follow the return instructions on that website.
Returning for an Exchange?
Exchange requests are free of charge. This includes no return shipping fee and no fee for the delivery of your exchange request.
Once you have booked your return on our online returns portal you will be emailed a Royal Mail returns label, you'll need to print this off and drop your parcel off to any Post Office or a Parcel Postbox.
Alternatively, you can arrange for Royal Mail to collect the parcel from you for a small additional fee.
- You can exchange your item/s for a new size and/or colour or a new product entirely.
- If your exchange request is more expensive than the original item, you’ll be directed to input your payment details on the return portal.
- If the exchange item is cheaper than the returning item, you can select the remaining value to be refunded back onto the original payment method, or have the value sent to you as store credit to be used online at flatspot.com.
Stock for exchange requests are not reserved once booked so we recommend posting your return back to us as soon as possible. We do offer an Instant Exchange service to guarantee stock availability - see details below.
If your requested item is out of stock when your return arrives, we will issue a refund and will email you to let you know.
In a Hurry?
Choose Instant Exchange to ensure that the item doesn’t go out of stock.
Book before 3pm Monday-Friday for next working day delivery*
- We’ll pre-authorise £1 on your card and send your exchange item right away.
- Post your return back to us within 14 days and the pre-authorisation will be voided.
- If you change your mind, that's no problem. After 14 days, if you haven't posted your return, we will charge the provided payment card for the value of the non returned item.
*Please refer to our UK Shipping page for detailed info on delivery estimates.
Returning for a Refund?
No problem at all, you can opt for a refund in the returns portal.
There is a charge of £2.50 for the Royal Mail returns label which we will deduct from your refund, unless your item was faulty or an error has occurred. In such an instance please contact us by email to arrange a free return. We cannot reimburse return shipping costs if items have been returned without contacting us first.
- Book your return online on our Returns Portal.
- Pack your return securely, please ensure no labels are attached directly to the returning item or its packaging e.g. shoeboxes.
- Please include your completed returns form inside the box, without this we may be unable to process your return. If you need a new invoice form please email us at orders@flatspot.com
- Print the provided Royal Mail label and drop it off at a Post Office.
We try to process all returns as quickly as possible, however please allow us up to five business days from receipt to process your return. We will contact you by email to confirm that your return has been processed.
Returns Policy
If you are not 100% satisfied with your purchase you can return your goods for whatever reason, no questions asked. You have 28 days, from the date of receipt, to return your items to us.
Items must be returned in 'perfect sellable condition’. We do not expect the garments to be necessarily plastic wrapped and perfectly folded, but we are certainly unable to accept items for return if;
- Tags have been removed.
- They are marked, soiled, stretched, bleached or damaged in any way.
- They are scented with aftershave, perfume, deodorant or smoke.
- They have been washed.
- Shoes have been worn outside.
- Shoes have been returned without the original shoe box.
- The inner sole is covered in sock fluff or hair.
- The shoe box has been used directly as the postal box - is visibly marked and/ or damaged.
- 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 hygiene reasons we cannot accept returns for underwear and socks unless faulty.
We 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.
Returns Address
Please send all returns to the address below:
Unit 5 Richmond Place, Central Avenue, Lee Mill Industrial Estate, Ivybridge, PL21 9RL, United Kingdom.
Notifications, Exchanges and Refunds.
We will be in touch by email once your return has arrived and is in processing. Please allow 2-3 working days for the parcel to be returned to us and a further 5 days for us to process your return.
If we are able to fulfil 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. Due to the quick turnaround on exchanges we are not always able to make changes. If you would like to have your exchange delivered to a different address please make a note of this on your returns form.
If your exchange is no longer in stock we will issue you with a refund for your return and confirm via email. 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.
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 90 days. For faulty goods returned after the 90 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.
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 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 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@flatspot.com / 0044 (0) 800 8620192
