Refund policy
We hope you love your FLOOK purchase. If you change your mind, eligible items can be returned within 14 days of delivery.
Returned items must be unworn, unused and in their original condition with all tags and packaging intact.
- Full-priced items are eligible for a refund to the original payment method.
- Sale items, intimates & belts may be returned for store credit only.
- Swimwear, Final Sale items & jewellery are not eligible for return.
- Return shipping is at the customer's expense.
If your return does not comply with these conditions, your item(s) may not be accepted and may be returned to you at your expense.
Ready to make a return?
START A RETURN →Eligible full-priced items returned in accordance with this policy may be refunded to the original payment method.
Once your return has been received, inspected and approved, your refund will be processed and you will receive confirmation by email.
Please allow up to 10 business days from receipt of your return for inspection and processing. Once processed, your bank or payment provider may require additional time for the funds to appear in your account.
Original shipping charges are non-refundable.
The following items may be returned for store credit only:
- Intimates
- Belts
- Sale items
- Items purchased at a discounted price during a Flash Sale
- Items purchased at a discounted price during a promotional event
Store credit is valid for 12 months from the date of issue.
You will receive confirmation by email once your store credit has been processed.
To be eligible for a return, all items must:
- Be unworn, unwashed and unused.
- Be in their original, resellable condition.
- Include all original swing tags.
- Be carefully placed inside the original FLOOK garment bag.
- Be free from stains, makeup, deodorant, perfume, odours or other marks.
- Have no pulled threads, alterations, signs of wear or damage.
Returns that do not meet these conditions will not be accepted and may be returned to you at your expense. A reshipping fee may apply.
Any item reduced from its original price is considered a Sale Item.
Sale items may be returned for store credit only, provided they meet all return conditions and are not marked as Final Sale.
Items purchased at a discounted price during a Flash Sale or promotional event are also eligible for store credit only.
Items discounted by 50%–70% and clearly marked FINAL SALE on the product page are priced to clear and are not eligible for return, refund or store credit.
Discounts cannot be retrospectively applied to orders that have already been placed or shipped.
For hygiene reasons, swimwear cannot be returned or exchanged.
The following items are also not eligible for return:
- Final Sale items.
- Jewellery, for hygiene reasons.
- Items that have been worn, washed, altered or damaged.
- Items with stains, makeup, deodorant, perfume or other odours.
- Items with pulled or damaged threads.
- Items with missing tags.
- Items showing signs of wear, accidental damage or damage caused by incorrect care.
Return shipping is at the customer's expense unless your item has been confirmed as faulty or incorrect.
Please submit your return through our Returns Portal and follow the return instructions provided.
We strongly recommend using a tracked shipping service and retaining your proof of postage and tracking information until your return has been processed.
FLOOK is not responsible for return parcels until they have been received by our warehouse.
This section applies only to online orders delivered within Bali.
Return requests must be submitted within 24 hours of receiving your order.
Please contact orders@flookthelabel.com before returning your item.
Once approved, your return must be sent or delivered to our Bali returns location in Seminyak using the instructions provided by our Customer Care team.
All items must meet the return conditions outlined in this policy.
We do not currently offer direct exchanges.
If you would like a different size, colour or style, please return your original item through our Returns Portal and place a new order.
Stock cannot be reserved while your return is in transit.
Every FLOOK piece is carefully inspected by our Quality Control team before packing and dispatch.
If you believe you have received a faulty or incorrect item, or an item is missing from your order, please contact orders@flookthelabel.com within 48 hours of delivery.
Please include:
- Your order number.
- A description of the issue.
- Clear photographs or videos showing the fault, incorrect item or packaging.
Our Customer Care team may request additional photographs or video where required to assess your claim.
Please do not submit a faulty or incorrect item through the standard Returns Portal before contacting our Customer Care team.
Damage caused by normal wear and tear, accidental damage, improper storage or failure to follow garment care instructions is not considered a manufacturing fault.
If you need assistance with a return, refund or our Returns Portal, please contact our Customer Care team at orders@flookthelabel.com.