If your order is delivered to a country within the European Union, you may have additional consumer rights under the EU Right of Withdrawal.
This page explains how those rights apply to purchases made through Flook.
WHAT IS THE RIGHT OF WITHDRAWAL?
Under EU consumer law, customers purchasing goods online generally have the right to withdraw from their purchase within 14 days of receiving their order, without providing a reason.
To exercise this right, you must notify Flook within 14 days of receiving your order.
HOW TO EXERCISE YOUR RIGHT OF WITHDRAWAL
If you wish to withdraw from your purchase, please contact our Customer Care team before returning your order.
Email: orders@flookthelabel.com
Please include:
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Your order number
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The item(s) you wish to return
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A statement confirming that you wish to exercise your Right of Withdrawal
Once approved, we'll provide the appropriate return instructions and return warehouse address.
RETURNING YOUR ORDER
Returned items must:
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Be returned within 14 days after notifying us of your decision to withdraw.
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Be unworn, unused and unwashed.
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Be in their original condition.
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Have all original tags attached.
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Be returned with all original packaging where possible.
You are responsible for taking reasonable care of the goods while they are in your possession.
If an item has been handled beyond what is reasonably necessary to assess its nature, characteristics or fit, we may reduce the amount of your refund to reflect any loss in value where permitted by law.
REFUNDS
Once your returned item has been received and inspected, we'll process your refund using the original payment method.
Refunds include:
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The purchase price of the returned item(s).
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The original standard shipping cost paid at checkout (where required under applicable EU consumer law).
Please note that any upgraded shipping services selected during checkout, such as Express Shipping, are not refundable.
Refunds are typically processed within 10 business days of receiving your return.
RETURN SHIPPING
Unless the item is faulty or incorrectly supplied, customers are responsible for the cost of returning their order.
We recommend using a tracked shipping service and retaining proof of postage until your return has been processed.
EXCEPTIONS
The Right of Withdrawal does not apply to certain products, including:
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Sealed goods that are unsuitable for return for hygiene reasons once unsealed.
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Swimwear or intimate garments where hygiene seals have been removed.
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Personalised or custom-made products.
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Items clearly marked as Final Sale where permitted under applicable law.
Your statutory rights remain unaffected.
FAULTY ITEMS
If your item is faulty, damaged or incorrect, please contact us as soon as possible at orders@flookthelabel.com.
Faulty items are covered separately under our Returns & Refunds Policy and your statutory consumer rights.
QUESTIONS?
If you have any questions regarding your rights as an EU customer, please contact our Customer Care team.
orders@flookthelabel.com