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.
- You generally have 14 days from receiving your order to tell us that you wish to withdraw from your purchase.
- You do not need to provide a reason for exercising your Right of Withdrawal.
- Once you have notified us, you have 14 days to return the goods.
- Return shipping costs are the customer's responsibility unless otherwise required by law.
Ready to make a return?
START A RETURN →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 of your decision to withdraw within the applicable 14-day period.
How to Exercise Your Right of Withdrawal
You can notify us of your decision to withdraw by submitting your return through our online Returns Portal.
You may also contact our Customer Care team at orders@flookthelabel.com.
If contacting us by email, please include:
- Your order number.
- The item(s) you wish to return.
- A clear statement confirming that you wish to exercise your EU Right of Withdrawal.
Once your request has been received, we will provide the appropriate return instructions and return address.
Returning Your Order
Once you have notified us of your decision to withdraw, the goods must be sent back without undue delay and no later than 14 days from the date you notified us.
You are responsible for taking reasonable care of the goods while they are in your possession.
You may inspect and handle an item only as reasonably necessary to establish its nature, characteristics and fit, in the same way you would reasonably inspect an item in a store.
Where an item has been handled beyond what is reasonably necessary, FLOOK may reduce the amount refunded to reflect any resulting loss in value, where permitted by applicable law.
Where possible, please return your item with all original tags and packaging.
Refunds
If you validly exercise your Right of Withdrawal, we will reimburse the applicable payments received from you using the same payment method used for the original transaction, unless otherwise agreed.
This includes the purchase price of the returned item(s) and, where required by applicable EU consumer law, the cost of our least expensive standard delivery option.
If you selected a more expensive delivery service, such as Express Shipping, the additional cost above our standard delivery option is not refundable.
Reimbursement will be made without undue delay and no later than 14 days from the date you inform us of your decision to withdraw.
We may withhold reimbursement until we have received the goods back or you have supplied evidence that the goods have been returned, whichever occurs first.
Return Shipping
Unless the item is faulty or incorrectly supplied, the direct cost of returning the goods is the customer's responsibility.
Please follow the return instructions provided through our Returns Portal and send your return to the address provided.
We strongly recommend using a tracked shipping service and retaining your proof of postage and tracking information until your return has been processed.
Exceptions
The EU Right of Withdrawal does not apply in certain circumstances provided for under applicable consumer law.
These may include:
- Goods made to your specifications or clearly personalised.
- Sealed goods that are not suitable for return due to health protection or hygiene reasons where the seal has been removed after delivery.
Where a hygiene-related exception applies, this may include relevant swimwear or intimate products once a qualifying hygiene seal has been removed.
Your statutory consumer rights remain unaffected.
Sale & Final Sale Items
FLOOK's standard Returns Policy may restrict returns on Sale and Final Sale items.
However, where the EU statutory Right of Withdrawal applies, marking an item as Sale or Final Sale does not in itself remove your statutory right to withdraw from an eligible online purchase.
Any applicable statutory exceptions continue to apply.
Faulty or Incorrect Items
The EU Right of Withdrawal is separate from your statutory rights relating to faulty, damaged or incorrectly supplied goods.
If you believe you have received a faulty, damaged or incorrect item, please contact our Customer Care team at orders@flookthelabel.com.
Please include your order number, a description of the issue and clear photographs or videos where relevant.
Your statutory consumer rights remain unaffected.
Questions?
If you have any questions regarding your EU Right of Withdrawal, please contact our Customer Care team at orders@flookthelabel.com.