Returns & Refund Policy
You have the right to return your order within 30 days of receiving it. Once the return is approved and the item is received, refunds are processed within 7 business days.
Conditions for Returns
To be eligible for a return, items must:
- Be unworn, unused, and in their original condition
- Have all original tags attached
- Be returned in the original packaging
- Show no signs of wear, washing, stains, odours, or damage
Non-returnable items include:
- Custom-made or personalised items
- Items marked as final sale
- Items showing signs of use or alteration
Return Options
- Full refund to the original payment method
- Store credit (available upon request)
- Replacement for damaged or faulty items
Return Process
Step 1: Contact our support team at support@flareshack.com within 30 days of delivery. Please include your order number and the reason for the return.
Step 2: Our team will provide detailed return instructions.
Step 3: Ship the item to the return address provided by our customer service team. Do not send any items back without authorisation.
Return Costs
Returns are completely free. We don't charge any return shipping fees, so you won't pay anything to send an item back to us once your return is approved.
Return Address
All returns must be sent to the address provided by customer service once your return request is approved.
Please do not send returns to the administrative address below without authorisation.
Refund Process
- Refunds are processed within 7 business days after inspection of the returned item.
- Refunds are issued to the original payment method.
- Your bank or payment provider may require additional time to finalise the refund.
Specific Scenarios
Exchanges
We can offer exchanges for eligible items, subject to stock availability.
Change of Mind
You may cancel your order within 24 hours of placing it. If your order has already shipped, please wait for delivery and then initiate a return.
Faulty Items
If your item arrives defective, contact us immediately with photos. We will arrange a replacement or refund as quickly as possible.
Damaged Items
If your order was damaged during delivery, send us clear photos of the product and packaging. We will resolve the issue promptly.
Wrong Product Received
If you receive the incorrect item, notify us within 7 days. We will send the correct item at no additional cost.
Item Never Arrived
If your order has not arrived by the estimated delivery date, check our Shipping Policy and Track Your Order page. If still unresolved, contact our support team and we will investigate or arrange a replacement/refund.
Order Cancellation
You may cancel your order within 24 hours of placing it. If the order has already been processed or shipped, cancellation is no longer possible.
Contact Us
If you have any questions about your return or refund, our team is here to help.
Email: support@flareshack.com
Customer Service Hours:
Monday to Saturday: 9am-5pm (London Time)
Sunday: 11am-3pm (London Time)
Average response time: We aim to respond within 24 hours.