Find answers to our most frequently asked questions below.
If you can't find what you're looking for, our Customer Care team is here to help at orders@flookthelabel.com.
I'm a first-time customer and not sure of my size?
Every product page includes a comprehensive Size Guide to help you find your perfect fit.
Our Size Guide includes:
- Universal size conversion chart.
- Detailed garment measurements in centimetres.
- Model fit notes, including the model's height, size worn and the stretch factor of the garment.
Simply click the Size Guide button on any product page for full details.
How can I check the sheerness of a garment?
There are a few ways to check the sheerness of a FLOOK garment before purchasing:
- Check the Details section on the product page. If a style is listed as semi-sheer, some transparency should be expected.
- Review the product imagery. We aim to show our garments as accurately as possible, including where a fabric is sheer or semi-sheer.
- Scroll through the additional styling and social imagery on the product page where available to see the piece worn in different settings.
If you're unsure about a particular style, please contact our Customer Care team before placing your order.
How do I care for my FLOOK garments?
Each FLOOK piece is designed using considered fabrics and finishes that may require a little extra care.
For guidance on caring for knitwear, crochet, wovens, viscose crepe, swimwear and accessories, visit our Care Guide.
Always refer to the care label inside your garment first, as instructions may vary between individual styles.
Which currency are prices displayed in?
Our website will automatically display prices in your local currency where available, based on your location.
If you'd like to change currencies, simply use the currency selector on our website.
I placed an order but haven't received a confirmation email?
Once your order has been successfully placed, you should receive an automated Order Confirmation email from orders@flookthelabel.com.
Once your order has been dispatched, you will receive a separate Shipment Confirmation email containing your tracking number.
If you haven't received either email, please check your spam or junk folder first.
If you still can't locate your confirmation, please contact our Customer Care team at orders@flookthelabel.com.
Can I change my shipping address after placing my order?
We begin processing orders as quickly as possible to ensure fast dispatch.
If you need to update your shipping address, please contact us immediately at orders@flookthelabel.com.
While we'll always do our best to help, once an order has entered fulfilment or has been dispatched, we cannot guarantee that changes to the delivery address can be made.
Where do orders ship from?
All international online orders are fulfilled from our USA warehouse, allowing for faster delivery and a more seamless shopping experience for customers worldwide.
Orders shipping to an Indonesian address are fulfilled locally from our Bali warehouse.
Will I pay import duties or taxes?
This depends on your delivery destination.
USA: Import duties do not apply to domestic orders.
UK: Applicable duties and taxes are calculated and collected at checkout, so there are no additional import charges to pay upon delivery.
EU: Duties and taxes are included, meaning there are no additional import charges to pay upon delivery.
Other international destinations: Where duties and taxes are not included, your order may be subject to import duties, local taxes, customs clearance and/or courier brokerage fees upon arrival.
For full information for your destination, please visit our Shipping & Duties page.
Do USA customers pay import fees?
No. USA orders are shipped directly from our USA warehouse, so import duties do not apply to domestic shipments.
Applicable local sales taxes may be collected at checkout.
Do UK customers pay import fees?
Applicable duties and taxes are calculated and collected at checkout.
Duties and taxes are not included in the listed product price, but once paid at checkout there should be no additional import charges to pay upon delivery.
Do EU customers pay import fees?
Duties and taxes are included for EU orders, meaning there are no additional import charges to pay upon delivery.
Do you offer complimentary delivery in Bali?
Yes. We offer complimentary local delivery within Bali.
Orders are typically delivered within 1–2 business days, depending on the time of your order and your location in Bali.
Simply enter your Bali shipping address and a local WhatsApp contact number at checkout and complimentary shipping will automatically apply.
How do I track my order?
Once your order has been dispatched, you'll receive a Shipment Confirmation email containing your tracking number.
If you haven't received your tracking email within two business days of placing your order, please check your spam or junk folder before contacting our Customer Care team.
Please note that orders placed over the weekend or on a public holiday will be processed on the next business day.
My tracking says delivered, but I haven't received my order?
If your tracking shows that your parcel has been delivered but you can't locate it, we recommend checking the following first:
- Confirm that the shipping address on your order is complete and correct.
- Check whether a family member, neighbour, reception desk, building staff or another person may have accepted the parcel on your behalf.
- Check any safe places around your property where the courier may have left the parcel.
If you still cannot locate your parcel, please contact the courier directly as soon as possible to begin an investigation.
If the courier is unable to resolve the issue, contact us at orders@flookthelabel.com and our Customer Care team will assist where reasonably possible.
How do I make a return?
Eligible returns must be requested within 14 days of delivery.
To request a return, visit our online Returns Portal and follow the instructions provided.
For full eligibility requirements, refund information and return conditions, please review our Returns Policy.
Can I return swimwear?
Under our standard Returns Policy, swimwear cannot be returned or exchanged for hygiene reasons.
Where applicable, statutory consumer rights — including the EU Right of Withdrawal — take precedence over our standard Returns Policy.
Can I return a Sale or Final Sale item?
Sale items may be returned for store credit only, provided they meet our return conditions.
Final Sale items are not eligible for return, refund or store credit under our standard Returns Policy.
Where applicable, statutory consumer rights take precedence over our standard Returns Policy.
Do you offer exchanges?
We do not currently offer direct exchanges.
If you would like a different size, colour or style, please return your eligible item through our Returns Portal and place a new order.
Does FLOOK have retail stores?
Yes. You can visit us at our Bali boutiques:
FLOOK The Label — Pererenan
Jl. Pantai Pererenan No.90
Pererenan, Bali
FLOOK The Label — Uluwatu
Jl. Pantai Suluban
Uluwatu, Bali
How can I contact FLOOK?
If you can't find the answer you're looking for, our Customer Care team is here to help.
Email us at orders@flookthelabel.com.