Refund policy

 

We hope you love your Flook purchase. If you change your mind, you may request a return in accordance with the terms below.

Please read the return instructions for your region carefully, as orders must be returned to the correct warehouse.

 

HOW TO REQUEST A RETURN

Returns must be requested within 14 days of receiving your order.

Once your return request has been approved, you will receive instructions confirming the correct warehouse and return address for your region.

Please do not send your return before receiving approval and the correct return instructions.

 

RETURN ELIGIBILITY

To be eligible for a return, items must:

  • Be unworn, unwashed and unused.
  • Be in their original, resellable condition.
  • Be returned with all original swing tags. They are usually not attached to avoid damage trying on.
  • Be placed carefully inside the original Flook garment bag.
  • Be returned with the original packing slip where available for easy identification.
  • Be free from stains, makeup, deodorant, perfume, odours and other marks.
  • Have no pulled threads, alterations or damage.

  • Swimwear and intimates must be returned with all original tags and hygiene strips fully intact. Removed, damaged or altered hygiene strips will not be accepted.

Returns that do not meet these conditions will not be accepted and will be returned to you at your expense. For US returns, a USD $15 reshipping fee may apply.

 

USA RETURNS

Customers returning orders within the USA must request their return within 14 days of delivery. Simply sign in to your Flook Account at https://account.flookthelabel.com 

Approved returns must be sent to our USA warehouse using the return address provided after your request has been approved.

Return shipping to our California Warehouse is at the customer expense.

Please use a tracked shipping service and retain your proof of postage until your return has been processed.

Items that do not meet our return conditions may be returned to you and a USD $15 reshipping fee may apply

 

UK RETURNS

Customers returning orders from the UK must request their return within 14 days of delivery. Simply sign in to your Flook Account at https://account.flookthelabel.com 

Approved returns must be sent to our UK warehouse using the return address provided after your request has been approved.

Return shipping to our UK Warehouse is at the customer expense.

Please use a tracked shipping service and retain your proof of postage until your return has been processed.

Items that do not meet our return conditions may be returned to you and a reshipping fee may apply.

 

EU RETURNS

Customers returning orders from the EU must request their return within 14 days of delivery. Simply sign in to your Flook Account at https://account.flookthelabel.com 

Approved returns must be sent to our UK warehouse using the return address provided after your request has been approved.

Return shipping to our UK Warehouse is at the customer expense.

Please use a tracked shipping service and retain your proof of postage until your return has been processed.

Items that do not meet our return conditions may be returned to you and a reshipping fee may apply.

Please use a tracked, insured and signature-required shipping service, as Flook cannot accept responsibility for returns lost in transit.

 

OTHER INTERNATIONAL RETURNS

Customers returning orders from Australia, Canada, Middle East, and other countries must request their return within 14 days of delivery. Simply sign in to your Flook Account at https://account.flookthelabel.com 

Approved returns must be sent to our UK warehouse using the return address provided after your request has been approved.

Return shipping to our UK Warehouse is at the customer expense.

Please use a tracked shipping service and retain your proof of postage until your return has been processed.

Items that do not meet our return conditions may be returned to you and a USD $15 reshipping fee may apply.

Please use a tracked, insured and signature-required shipping service, as Flook cannot accept responsibility for returns lost in transit.

 

BALI ONLINE RETURNS

This section applies only to customers who placed an online order for delivery within Bali.

Return requests must be submitted within 24 hours of receiving the order.

Approved returns must be sent or delivered to our Bali returns location in Seminyak, using the address and instructions provided after your return request has been approved.

Please contact orders@flookthelabel.com before returning your item.

Items must meet all return eligibility conditions outlined in this policy.

 

REFUNDS

Once your return has been received, inspected and approved, we will process your refund and send you an email confirmation.

Refunds will be returned to the original payment method used to place the order.

Please allow up to 10 business days for your return to be inspected and processed.

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.

 

STORE CREDIT

The following items may be returned for store credit only:

  • Swimwear
  • Intimates
  • Belts
  • Sale items
  • Items purchased during a flash sale at a discounted price
  • Items purchased during a promotional event at a discounted price

Store credit will be issued to your Flook customer account and is valid for 12 months from the date of issue.

You will receive an email confirmation once your store credit has been processed.

     

    SALE ITEMS & FINAL SALE ITEMS

    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 eligibility requirements and are not marked as Final Sale.

     

    FINAL SALE ITEMS

    Items discounted by 50%–70% and marked as Final Sale are priced to clear and are not eligible for return or refund.

    FINAL SALE status will be clearly stated on the relevant product page details.

    Discounts cannot be applied retrospectively to orders that have already been placed or shipped.

     

    NON-RETURNABLE ITEMS 

    Final Sale items are not eligible for return.

    Jewelry may not be returned for hygiene reasons.

    Items that have been worn, washed, altered or damaged are also not eligible for return.

    This includes items with:

    • Stains or marks
    • Makeup or deodorant
    • Strong perfume or other odours
    • Pulled or damaged threads
    • Removed or damaged hygiene strips
    • Missing or removed tags
    • Signs of wear
    • Accidental damage
    • Damage caused by incorrect care

     

    EXCHANGES

    We do not currently offer direct exchanges.

    To purchase a different size, colour or style, please return the original item in accordance with this policy and place a new order.

    Stock cannot be reserved while a return is in transit.

     

    REFUNDS TIMELINE

    Once your return has been received, inspected and approved, we will process your refund or store credit and confirm this by email. 

    We endeavour to process refunds as soon as they are received, but please allow up to 10 business days.

    Refunds will be processed directly back to the original payment method on your order. Please allow a few business days for the transfer between banks. 

    Store credits will be issued to your Flook account and are valid for 1 year and we will send an email confirmation with the details.

    Note: We do not offer refunds for Sale items, Swimwear and Accessories.

    Please keep proof of postage and tracking on all returns.

     

    FAULTY, INCORRECT OR MISSING ITEMS

    Every Flook piece is inspected by our Quality Control team before packing and dispatch.

    If you believe you have received a faulty or incorrect item, 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 or incorrect item
    • A video showing the parcel being opened

    Please do not return the item before receiving instructions from our Customer Care team.

    Damage caused by normal wear and tear, accidental damage, improper storage or failure to follow the garment care instructions is not considered a manufacturing fault.

     

    LOST SHIPMENTS

    Flook is not responsible for parcels that are lost in transit or stolen from the shipping address provided with the order.

    If your tracking information shows that your parcel has been delivered but you cannot locate it, please contact the relevant courier directly to begin an investigation.

    Our Customer Care team will assist where reasonably possible.

    NEED HELP?

    For assistance with a return, refund, faulty item or missing order, please contact our Customer Care team at orders@flookthelabel.com